Digital Servicing Strategy and Channel Manager

Job Posting:

What The Role Is

As the Digital Servicing Strategy & Channel Manager for Retail and Small Business, you will be responsible for executing related strategic initiatives designed to drive engagement, activation, efficiency and revenue with a specific focus on enabling and driving digital customer self-service and money movement capabilities for this segment.

You will be expected to contribute to and execute on the long-term strategy and vision for the channel, manage the channel roadmap, and create new ways to improve the experience for our customers, both through team collaboration and individually. You will partner closely with experience management, marketing, product, technology, fraud, operations and other risk management teams internally, and serve as a point of contact for the multiple vendors that support Cadence Bank's Retail Online and Mobile Banking platforms., some of which are leveraging Agile software development methodologies. You will also be expected to represent the digital channels with senior leadership to communicate the strategies and enhancements.

How You will Make an Impact

• Manage the development of visionary roadmaps of features that will enable a broad spectrum of self-service capabilities that will optimize digital channel utilization and ensure alignment with customer, teammate, and business groups' needs and goals.
• Continually assess the behaviors and needs of customers, emerging trends, and industry expectations or competitive opportunities in defining and evolving the digital channel servicing and money movement strategy.
• Maintain a comprehensive understanding of digital performance metrics, opportunities to improve engagement and differentiate our offerings in the marketplace. Identify new vendors, products, and features that can improve digital servicing and money movement capabilities
• Identify, coordinate and manage the execution and communications of the most impactful features that will solve for customer pain points and drive efficiencies through tight collaboration with the Experience Management Office, including Voice of Customer, Voice of Teammate and Customer Complaints.
• Partner effectively with cross functional business leaders-including the Community Bank (Product & Remote Banking Teams), Technology, Operations, Marketing, Risk Management, with particular focus on collaboration with Fraud and Info Security that advise on mitigating losses due to fraud, to effectively roll out and scale all initiatives.
• Create business cases, KPIs, and ongoing reporting and coordinate with internal partners on communication strategy for the functionalities to be implemented, and continually monitor adoption and engagement post launch for refinement opportunities.
• Serve as the primary source to work with internal partners to update and maintain all related customer documentation to include - consents, disclosures and agreements for this digital channel.
• Build and lead a team that will include digital product owners and digital channel analysts, while effectively influencing and collaborating with cross-functional team members, including technology business analysts, QA testing resources, finance partners, data analysts and program/project managers.
• Hold vendors accountable for customer experience, revenue generation and identifying efficiency driving opportunities.

Who You Are

• A Bachelor's Degree required.
• Preferred 7+ years of digital channel or product management experience in building consumer & technology services.
• Strong understanding of digital platforms and bank technologies, including experience with Agile (Scrum, Kanban, etc.) project methodologies and tools, to support future migration internally and/or with vendors.
• Self-directed, assertive and task oriented individual that excels in being resourceful and adept to working in fluid and complex environments
• Ability to manage, influence and coach a team of individuals both directly and indirectly for successful execution of strategies, prioritizing on maintaining strong partnership with your counterparts on the technology team.
• Possess exceptional written and verbal communication skills with the ability to create compelling positioning/messaging strategy and present complex information clearly and concisely.
• Collaborative and a passion for digital products - not just the way they work but how they feel to the end user. Deep understanding of customer journeys with proven ability to transform customer needs into actionable product roadmaps and requirements.
• Experience defining market and product requirements, user research and AB testing, working with organizations to rapidly deliver high-impact capabilities to market.
• Understanding of the bank and/or digital regulatory environment.
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision.
• Excellent inter-team working skills to develop strong partnerships across the marketing, technology, operations, and product teams and at all leadership levels.

If your experience aligns with this description, please consider applying. Many skills are transferable among industries and a passion for the role and willingness to learn are important considerations. We believe that a diverse workforce creates problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.