Digital Adoption Leader

Location:

At KeyBank we are looking for passionate team members with a desire to innovate and think digital first; your objectives will be focused on using data and insights to drive digital adoption of our digital capabilities and solutions. With a focus on building optimal customer experiences by leveraging data and tying it back to a bigger strategic vision, uncover opportunities and drive tactical remediation efforts. This is a fast moving, high-energy environment where the right individual can make a difference on the client experience while driving significant business value.

Team members will be responsible for managing the strategy of multiple key digital projects and/or initiatives simultaneously including strategic direction through execution. This role provides critical thought leadership to business partners within and across organizational teams.

The Digital Adoption leader will develop, implement and oversee strategy and execution of adoption activities across multiple channels.  This role is pivotal in transforming our digital first culture and processes, ensuring a seamless migration from human-centered behavior to digital-first behaviors. The ideal candidate will possess strong analytical skills, a strategic mindset, and the ability to lead cross-functional teams towards achieving our digital adoption goals.

Job Responsibilities:

Data Analysis and Insights:

• Analyze adoption performance and translate into actionable insights and strategic priorities
• Build business case and measure performance and results, including field accountability dashboards and reporting

Team Leadership:

• Lead a cross-functional team of direct reports and partners
• Ensure successful realization of adoption goals
• Establish a cross-functional integrated digital adoption team with a consistent narrative and organizational alignment of objectives

Strategic Planning and Execution:

• Develop comprehensive business cases for new initiatives, projects and investment opportunities
• Formulate and prioritize a roadmap
• Lead the strategy and development of digital adoption practices – executing initiatives and priorities to drive digital adoption outcomes
• Own the strategic management and utilization of digital adoption platform - WalkMe

Industry Benchmarking and Collaboration:

• Conduct industry benchmarking
• Build and maintain an external collaboration forum with experienced peers

Backlog Management:

• Establish and manage a backlog of digital capability needs that enable the adoption of digital capabilities
• Create value driven backlog for digital adoption
• Inform and prioritize digital adoption backlog for partners

Cultural Transformation:

• Drive a cultural transformation that promotes sustainable behavioral change – moving from human centered to digital centered
• Advocate for a digital-first mindset across the organization

Cross-Functional Collaboration:

• Partner with the teams across the company to meet digital adoption objectives, including the following teams: product/platform owners, automation team, change management, data and analytics, and technology.
• Develop a holistic roadmap and achieve business results through collaboration.
• Manage significant products and/or programs; direct the efforts of the most significant or business impacting projects/products
• Develop new enhancement process improvements based on market insights, performance data and voice of the client. 
• Develop strategies to address adoption gaps through tactical remediation and informing and managing backlogs across products & platforms.
• Partner and support work of product owners and other team members to build and deliver enhancements to Key Bank’s mobile and online capabilities.
• Initiate and lead projects to implement enhancements and innovation while collaborating closely with marketing, technology, product partners, vendors, and internal partners to ensure effective deployment of budget in order to maximize our digital investment. 
• Demonstrate strategic thinking with the ability to anticipate client needs; sees ‘big picture’ within business/ product/ capability.
• Understand and leverage competition’s strategy and market trends; translate to contribute to client strategy and anticipate needs
• Translate business goals into digital product concepts and tactical user stories.
• Work closely with stakeholders to advise them on how to develop and sustain a business advantage in their space via Key Bank ’s digital channels.
• Maintain and manage multiple and/or changing priorities quickly with flexibility, initiative, innovation and a team focus to drive success.
• Make sound data-driven judgments drawing from both analytical data sources and qualitative data sources.
• Use problem-solving skills that help identify, isolate, and resolve problems and issues in a timely fashion to negate or minimize customer pain points.
• Develop close working relationships with other departments in the company as well as external contacts.

Required Qualifications:

• Bachelor’s degree in business, marketing, information systems management or equivalent preferred
• 5+ years in digital business and/or product development
• 3+ years in data and analytic management, digital or financial preferred
• Strong analytical mindset, data driven decisioning and insights
• Thought leader and familiar with industry competitive analysis
• Combination of business depth and technical savvy.
• Experience working in a collaborative and data-driven environment.
• Digital native with a strong understanding of the digital landscape, technologies, disrupters, and best practices.

Preferred Qualification:

• Experience creating innovative digital products and services that drive business results.
• Working knowledge and appreciation for user-centered design and digital user experience.
• Passionate about leveraging user-generated data and third-party data to create intelligent. software driven customer experiences.
• Have a passion to think critically and identify new ways to create positive client centric experiences
• Possess a strong mix of quantitative, qualitative, and problem-solving skills
• Ability to think strategically coupled with the ability to drive to execution
• Experience with storytelling + curating presentations
  Ability to operate in Agile Environment
• Ability to build relationships and influence broadly

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment.  As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

This position is NOT eligible for employment visa (e.g., H-1B) sponsorship. Applicants must be currently authorized to work in the United Stated on a full-time basis.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $90,000.00 to $130,000.00 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

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