Lead Experience Strategist (Service/Process Design) - Hybrid (Remote Possible Within Footprint)

Overview:

As a Lead Experience Strategist within the Customer Experience Organization, you will be part of a team of designers dedicated to solving the highest priority bank problems, delivering cohesive end-to-end experiences for our customers and employees by leveraging the power of human centricity.

Primary Responsibilities:

• Independently develops and initiates the process/approach to be used by a cross-functional team to understand and define complex problems and develops and implements the solutions to be used to tackle the problem.  

• Complete, and at times oversee, complex research, analysis, design, engineering and development efforts throughout the process of problem framing, solutioning and concept development. Engage cross functional colleagues (ie, business partners, CX partners, operations, technology, compliance) to ensure business objective alignment, throughout. 

• Coach/guide the development and preparation of thorough documentation to assist in analyzing problems, opportunities and solutions. Review documentation prepared by less experienced staff and provide feedback and coaching for continuous improvement. For particularly complex problems, may serve as the preparer of documents.

• Conducting high level scoping and framing activities (ie. high level discovery) of potential future team work, assess for and recommend course of action, if any, to team manager and business partners. Develop approach for scoping and planning activities for validated engagement/projects. May oversee team execution. 

• Leverage department quality protocols to set standards for team based on product or program specifications. Direct, monitor, mentor less experienced team members and coordinate development and delivery activities, ensuring that quality standards are met and outcomes are aligned to business objectives. 

• Influence strategic business objectives through highly analytical, human centric consultation to business partners grounded in thorough understanding and definition of problem space.  

• Evaluate and understand complex interrelationships and effects among enterprise programs, technology, business operations/processes, customers and employees. Anticipate impacts of a problem, approach or solution. Leverage a strong understanding of the business environment and needs within the area of responsibility.

• Develop, complete and present engagement reports; present project, status or activity-related information to senior management to ensure their awareness of engagement impact and any pertinent roadblocks.  

• Monitor the conditions for team to successfully employ experience methods throughout process of problem identification, solutioning and concept development. Address any issues, escalating when appropriate.

• Monitor team member performance, providing individual coaching and feedback to management. Participate in development and implementation of team member development plans.

• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. …