Digital Banker Experience Lead

Company: Usb (Union Savings Bank)
Location: Danbury
Posted on: September 19, 2023

Job Description:

Job Details

Description

The Digital Banker Experience Lead is focused on providing strategic innovation for the digital channel. The role will build partnerships with key business stakeholders and drive change throughout the organization, as well as provide ongoing support for the digital channel to help support the customer experience. Working with Branch and CSC Sales Teams this role will identify opportunities to innovate and improve the way we work as an organization and will be responsible for scoping and leading the initiatives. As part of this innovation, this role will forge a tight connection between digital account opening and digital feature usage by growing the influence of our Digital Ambassadors to champion digital fluency amongst Branch staff. The Digital Banker Experience Lead will also develop metrics to track digital usage in each branch and develop a dashboard to assess the health and growth of the Branch's impact on digital account opening and digital feature usage.

Digital Product Testing & Maintenance

Work with USB teams and our vendor to track and manage issues related to digital product defects, customer issues, and general quality control.
Maintain and manage MIS reporting to identify and track customer sales trends relative to the USB digital footprint
Build and maintain a documented repository for testing procedures and scripts, as well as test user and transaction accounts.
Perform periodic system validation, to ensure continuity and consistency during and after product releases and updates.

Product Communications & Support

Manage internal Bank communications related to service status reports and product releases; prepare external notifications under the auspices of USB Marketing.
Act as a subject matter expert for all digital product offerings.
Work closely with Branch Banking, Operations, Technology, Customer Service Center, Marketing, and Learning & Development, with a focus on employee training.
Assist the Digital Channels Manager in the execution of project plans for digital initiatives.
Support USB Marketing in the use of campaign manager functionality within the digital suite.

Digital Onboarding & Feature Adoption

Increase percentage of deposit accounts opened through digital channels year over year
Work with Customer Experience teams to develop strategies to increase digital penetration
Partner with CX and Marketing to develop surveys and customer research to monitor customer issues and desired feature enhancements and improve connection between Digital and the branches.
Drive a new and evolving branch experience for Consumer Deposits so that customers can shop, apply, and set up their products and services easily with branch assistance should they choose.
Partner with Department Sales and Strategy Managers (Retail, Commercial, Mortgage etc) to implement Banker facing initiatives. Coordinate with Digital Channels Manager.
Align tightly with USB Marketing to provide campaign metrics and "insight" into observed trends to shape Marketing tactics. Own accountability for results.
Lead Digital Ambassador program to ensure strong Digital Advocacy in branches and with the Call Center
Ensure all Ambassadors are digitally fluent (develop metrics) and advocate for digital features in their branches
Work with Learning & Development to guide and enhance the Digital Certification program as well as contribute relevant topics and direction to the curriculum

Qualifications

Education

Preferred

Bachelors or equivalent work experience or better in Computer Science or related field.

Bachelors or equivalent work experience or better in Management Information Systems or related field.

Experience

Required

5-7 years: Experience in Customer Facing Applications

5-7 years: Banking Experience, including Customer Service & Product Knowledge

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

We are an EOE. We value diversity.

Keywords: Usb (Union Savings Bank), Danbury , Digital Banker Experience Lead, Other , Danbury, Connecticut