Sales Strategy Customer Experience Officer
Customer Experience Strategy Department – FirstBank PR
Our Company
At FirstBank PR, we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client's expectations.
Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.
A Brief Overview
The Sales Strategy CX Officer is responsible for designing and aligning FirstBank's bank-wide sales strategy across Retail Banking, Commercial Banking, and Consumer Lending (including credit cards, personal loans, mortgage, and auto). This role defines the strategic framework, standards, and tools that guide how FirstBank sells, while partnering closely with sales heads across business units to ensure consistent adoption. Execution of the sales strategy is owned by each business unit, and this role ensures alignment, consistency, and accountability across all customer-facing teams.
What You'll Do
Bank Sales Strategy & Planning
1. · Develop an integrated sales strategy aligned with FirstBank's goals
2. · Work with external partners and manage RFP processes to secure expertise and frameworks that strengthen the new sales strategy
3. · Provide strategic guidance and frameworks that business units use to execute their sales plans
* Ensure the service promise is fully aligned with the sales strategy, recognizing that the first client interaction is a sales moment and both must deliver a unified experience
* Revise and align incentive structures across all sales units to ensure they support the new sales framework, desired behaviors, and the impact we intend to achieve
Sales Experience, Messaging & Communication Consistency
* · Establish and maintain the "FirstBank Way of Selling" framework that standardizes how teams communicate, engage customers, and present FirstBank's value
* · Ensure all customer-facing sales communications, scripts, talking points, and value propositions are consistent across channels and business units
* · Partner with Marketing, CX, and business-unit sales leaders to maintain message alignment and update materials as needed
* · Conduct periodic audits of sales communications and recommend improvements for consistency and clarity
* · Drive a consistent voice across all sales and service touchpoints to reinforce FirstBank's brand and customer promise
Strategic Projects & Growth Initiatives
* · Lead sales process improvements initiatives
* · Champion initiatives that simplify sales processes, reduce friction, and support a unified customer journey
Cross-Functional Collaboration & Alignment
* · Act as the strategic partner to sales heads across business units
* · Ensure that each unit's execution aligns with the bank sales strategy and CX framework
* · Facilitate regular alignment sessions with business-unit leaders to review progress, address gaps, and coordinate initiatives
* · Collaborate with HR/Training to develop sales training, competency models, and coaching tools supporting the bank sales framework
Performance Management, Data, Insights & Market Intelligence
* · Analyze results to identify trends, gaps, and opportunities, and present strategic recommendations to business-unit leaders
* · Provide insights that guide business units' execution plans and help strengthen sales performance
* · Conduct ongoing market, customer, and competitive analysis to inform sales strategy and business-unit planning
* · Monitor regulatory and economic trends impacting customer behavior or sales effectiveness
* · Translate insights into actionable recommendations for business-unit execution teams
Leadership, Influence & Governance
* · Influence senior leaders through strong communication, data-driven insights, and strategic storytelling
* · Establish governance routines that ensure business units execute against the enterprise sales strategy
* · Foster a culture of collaboration, customer-centricity, and continuous improvement across all sales teams
What You'll Need to Succeed:
* · Highly motivated self-starter who can multi-task and respond to changing work activities with very short deadlines
* · Ability to create sales playbooks, frameworks, and messaging standards that scale across channels
* · Expertise in sales process optimization, incentive design, and performance management
* · Exceptional communication and influencing skills to drive alignment across multiple business units
* · Understanding of banking products and services across Retail, Commercial, and Consumer Lending (credit cards, personal loans, auto, mortgage)
* · Familiarity with customer experience principles and how they integrate with sales and service delivery
* · Understanding of market trends, competitive landscape, and economic factors influencing customer behavior
* · Strong analytical and problem-solving skills with the ability to translate data into actionable insights
* · Detail-oriented and able to maintain a high level of ownership and accuracy on all work activities
* · Demonstrated project management and organizational skills for complex initiatives
* · Proven ability to work independently and as part of a team, especially in complex and ambiguous environments
* · Excellent communication and storytelling skills, ability to turn data into clear, compelling insights
* · A passion for customer-centric thinking and continuous improvement
* · Capable of working under pressure and meeting deadlines
* · Creative abilities
* · Basic accounting knowledge
* · Advance knowledge of Microsoft suites
* · Strong verbal and written skills
Minimum Requirements You'll Need:
* · Bachelor's degree in business administration, Engineering, Statistics, Economics, Marketing, or Finance. Master in business administration is a plus.
* · years of experience related to the areas and field of execution.
* · Strong analytic and strategic capabilities with proficiency in Excel, PowerPoint, and data visualization tools, (e.g., Tableau, Power BI).
* · Bilingual: English and Spanish (written and oral)
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure.
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