Overview:
Manages assigned digital products, services, platform, experiences and/or strategies. Develops the strategy or executes on the strategy defined for assigned digital products and services, including working with relevant business partners to create the design, development, implementation, marketing and ongoing support for the product or service. Ensures projects, products or services follow existing Department processes and procedures.
Primary Responsibilities:
- Responsible for overall oversight of assigned digital products, services, or platform and delivery of products on a platform.
- Lead design, customer journey mapping and other product/project sessions.
- Provide ongoing support and resolution of issues with digital products or services.
- Track and manage key performance indicators (KPIs) for assigned digital products or services.
- Understand and manage product risk, inclusive of all phases a product may be in and all pillars of risk to protect the Bank.
- Serve as lead liaison for assigned digital product, service or platform in understanding the product, service, platform, or industry roadmap and how this will inform the Bank’s strategy and roadmap.
- Provide training and mentoring to less experienced team members.
- Manage new and existing digital products to optimize customer experience and value, as well as business value
- Managing vendor relationships to drive cost efficiency, achieve SLAs for optimal performance, includes negotiating contract renewals and new contracts
- Optimizing the products and business processes to drive greatest value to the business (e.g. converting paper bills to electronic, reducing NCR redundancies)
- Drive the commercialization (sale and adoption) of the products to increase adoption and utilization, connecting to Segment and Journey goals. Includes marketing plans
- Gather and synthesize product insights (performance, trends, industry and customer insights) to manage existing assets and inform Next Gen product evolution and strategies
- Manage existing issue escalations where product expertise is needed, and if customer outreach or communications are warranted
- Provide “on-call” Incident management support for the digital channels
- Optimize security and risk to achieve best customer experience and reduce cost to the business
- Connect journeys across digital, and with other channels
- Create a vision for your product(s) helping to set strategy and influence the work of the segments, journeys and delivery teams
- Complete other related duties as assigned.
Education and Experience Required:
Bachelor's degree and a minimum of 4 years’ digital, marketing, product management, financial, operations and/or project management experience, or in lieu of a degree, a combined minimum of 8 years’ higher education and/or work experience, including a minimum of 4 years’ digital, marketing, product management, financial, operations and/or project management experience
Strong interpersonal skills
Strong verbal and written communication skills
Strong analytical skills
Excellent critical thinking skills
Excellent problem-solving skills
Demonstrated financial analysis skills
Experience leading large group sessions
Education and Experience Preferred:
Master's degree
Experience with process mapping or customer journey mapping
Knowledge of how to write technical and business documentation
Experience working on digital technology projects
Previous financial services industry experience
Location
Clanton, Alabama, United States of America
