• Consumer Strategy Manager

    Location US-CA-Pasadena
    Job ID
    Banking Operations/Back Office
    Position Type
  • Overview

    For more than 40 years, East West Bank has served as a pathway to success. With over 130 locations across the U.S. and Greater China, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities. And our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, high-tech and aviation help build sustainable businesses and expand our employees’ potential for career advancement.


    Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. With assets of $37.7 billion, we’re ranked among the 30 largest banks in the United States and currently top 5 in “America’s 100 Best Banks” by Forbes, a list where we've consistently been in the top 15 since 2010. With a strong foundation, an enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.

    East West Bank is currently seeking a General Services Specialist. The Consumer Strategy Manager performs a variety of project and analytical related duties with the focus on Branch Customer Experience and Employee Engagement. This person is responsible for end-to-end management of Customer Experience Surveys and works on a variety of customer experience initiatives. This position is also responsible for the development, maintenance, and improvement of the Consumer and Business Banking Newsletter and the Associate Recognition Program. This person will collaborate with individuals and executives across the Bank to develop and execute strategic initiatives. This is an individual contributor role and reports directly to the Strategy Director.


    As an East West Bank employee, you will be part of a growing and stable organization that provides career path development opportunities while serving a growing and profitable market.

    As a valuable East West Bank team member, your duties (not limited to) will include:

    • Define, develop and execute sales initiatives:
    • Provide in-depth understanding around customer needs and behaviors
    • Build knowledge base of industry trends and the competitive environment
    • Help define key problems and areas of opportunities and develop strategies to solve
    • Design and execute consumer research to drive deeper customer and marketplace understanding
    • Evaluate and develop programs to improve Customer Experience
    • Participates in the planning, design, and implementation of key customer experience initiatives
    • Gathers relevant data and performs analysis to support customer experience projects
    • Has end-to-end management responsibilities of branch customer experience surveys
    • Work with Branch Management and Branch associates to improve delivery of customer service
    • Interact and influence senior leadership in providing visibility into branch customer experience and deliver executive summaries on a monthly basis
    • Build internal relationships with Marketing, Compliance, Operations and IT to support initiative implementation
    • Oversees the Customer Complaint Management
    • Improve Employee Engagement
    • Responsible for the Consumer and Business Banking Newsletter content development and design
    • Tracks readership of Newsletter and identifies and implements ideas for improvement
    • Owns the Associate Recognition Program, from budgeting to development and execution of ideas
    • Perform branch visits on a regular basis to ensure connectedness to employees and gather feedback
    • Ad-hoc projects
    • Other Job Functions (duties that occur infrequently or on an inconsistent basis but are still important, e.g. specialized regulatory reports on an ad hoc basis)
    • Branch visits and coaching  
    • Perform other duties as assigned



    • Bachelor’s degree required
    • Excellent communication skills, both written and verbal
    • Ability to summarize findings and deliver executive-level presentations
    • Strong analytical skills using Access or Excel
    • Experience in leading, managing, or coaching Retail Branch associates


    East West Bank is an Equal Opportunity Employer.





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