26 days old

Manager Client Experience Strategy - Remote/Hybrid

Silicon Valley Bank
San Francisco, CA 94102
  • Job Code

When you work with the world's most innovative companies, you know you're making a difference.

Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.

They come to SVB for our expertise, deep network and nearly forty years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.

Join us at SVB and be part of bringing our clients' world-changing ideas to life. At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.

Job Description

Manager, Client Experience Strategy

Silicon Valley Bank (SVB) is seeking a Customer Experience manager, to join the team responsible for orchestrating a compelling customer experience across our Startup Banking business, channels and client touchpoints.

SVB's strategy is to surround the innovation economy with solutions to accelerate our client's success; therefore, providing an outstanding Client Experience (CX) is a top priority for SVB.

Partnering closely with leaders across the Startup Banking organization, this role will ensure that the client lens and the consistent delivery of an excellent Client Experience are a key factor in the way we prioritize, plan, and execute client-facing initiatives.

Responsibilities will include:

  • Act as client advocate, using client insights to keep the client at the center of decision-making.
  • Collaborate with the Startup Banking leaders to identify, plan and implement strategies and initiatives to improve the client experience.
  • Ensure that key client journeys are delivering client impact across the Startup Banking portfolio
  • Partner closely with the Client Research team members, as well as with the broader CX/UX community of practice, to ensure a holistic approach to understanding and acting on client feedback.
  • Identify and lead moments that matter development through cross-functional partnerships- from business case development to execution and measurement of client impact.

Ideal Experience and Attributes:
  • 8+ years of experience in CX Strategy, CX Consulting or related field.
  • Requires a BA/BS degree, MBA preferred.
  • Proven track record to drive results across a complex matrixed organization.
  • Well organized, with some project/program management experience
  • Authentic relationship builder with proven ability to influence at all levels of an organization
  • Entrepreneurial, with high tolerance for ambiguity and complexity, and efficient with limited resources.
  • Ability to work on both "big picture" and detailed problem solving.
  • Financial services and/or B2B experience a plus.
  • Desire to be part of the market leading franchise (SVB) in the technology and venture capital industries.


2022 SVB Financial Group. All rights reserved. SVB, SVB FINANCIAL GROUP, SILICON VALLEY BANK, MAKE NEXT HAPPEN NOW and the chevron device are trademarks of SVB Financial Group, used under license. Silicon Valley Bank is a member of the FDIC and the Federal Reserve System. Silicon Valley Bank is the California bank subsidiary of SVB Financial Group (Nasdaq: SIVB).

Equal Employment Opportunity

Silicon Valley Bank is an equal opportunity employer and is dedicated to expanding its commitments and investments to create a more diverse, equitable and inclusive company culture and innovation ecosystem. We are strongly committed to the values and policy of equal employment opportunity across our employment practices.

Silicon Valley Bank UK Limited is registered in England and Wales at Alphabeta, 14-18 Finsbury Square, London EC2A 1BR, UK (Company Number 12546585). Silicon Valley Bank UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (Firm Reference Number 543146). Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.

Posted: 2022-09-09 Expires: 2022-10-08
Sponsored by:
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Manager Client Experience Strategy - Remote/Hybrid

Silicon Valley Bank
San Francisco, CA 94102

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