The newly formed Digital team focuses on maximizing investments in our digital capabilities to drive significant improvements in business performance and the client and employee experience. The team is accelerating the bank’s innovation strategy, developing more cross-functional integration and mining best practices to integrate across businesses, regions, front line relationship managers, innovation centers.

As part of the enterprise-wide digital team, Client Experience Strategy is a core capability to develop the enterprise-wide CX strategy as well as to support complex strategic initiatives.

The primary focus and responsibilities will be to develop superior client experiences across our product and service portfolio.

Responsibilities

• For the enterprise: Leads and/or supports the definition of a client lifecycle view across lines of business including macro and micro journey development, impact analysis, measurement framework and roadmap development.
• For specific initiatives: Leads client research, synthesis and opportunity mapping across complex servicing and solution propositions.
• Manages user research projects including surveys, interviews, work studies and heuristic evaluations. Synthesizes research findings for presentations to service, product and development teams.
• Articulates experience strategies to guide interaction designers and UX resources
• Identifies, evaluates and applies best practice from external industries.
• Leads cross-functional strategy workshops as part of multi-week design sprints.
• Manages and/or coordinates with cross-functional teams during business strategy articulation, initiative planning and execution of work streams
• Manages and oversees the CX process to ensure that the developed/revised products or services achieve the client’s specified goals by establishing user-centered analysis, design, best practices and standards.
• Constantly evaluates current CX methods and strategies and implements determined improvements.

Qualifications

Bachelor’s degree in psychology, user experience, design, human computer interaction or a related discipline, or equivalent work experience required, advanced degree or MBA preferred. 12+ years of related experience required, experience in the securities or financial services industry is a plus.

Preferred Qualifications:

• Able to work with and guide cross-functional/non-technical design teams
• Able to dive into complex service solutions while maintaining a strategic design direction
• Understanding of business users of services and enterprise software
• Understanding of implications on service design and technology requirements
• Able to laterally transfer outside of the industry best practices to work products in financial services