The SVP – Head of Digital Channels will lead the strategic management and optimization of all Business Banking digital channels, ensuring seamless customer experiences and operational resilience. This role is accountable for channel performance, data-driven insights, and customer advocacy, acting as the primary point of contact for channel failures and outages. The SVP will champion Voice of Customer initiatives, manage feedback loops, and collaborate with technology squads to continuously improve channel reliability and functionality. This role is pivotal in shaping intuitive, high-impact customer journeys and delivering scalable solutions that align with the company's strategic objectives.
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What You’ll Be Doing
Channel Strategy & Governance
- Define and execute the vision and roadmap for all Business Banking digital channels (web, mobile, APIs).
- Establish governance for channel performance, uptime, and customer experience metrics.
Data Tracking & Analytics
- Implement frameworks for tracking usage, metadata, and behavioral analytics.
- Monitor KPIs for adoption, engagement, and transaction success; use insights for improvement.
Operational Resilience
- Act as Point of Contact for channel failures and outages, ensuring rapid escalation and resolution.
- Oversee incident management and communicate proactively during disruptions.
Voice of Customer
- Lead initiatives to capture and analyze customer feedback on channel performance.
- Translate insights into actionable improvements for technology squads and product roadmaps.
Collaboration & Delivery
- Partner with technology, operations, and compliance teams for timely delivery of enhancements.
- Drive backlog prioritization based on customer impact and strategic objectives.
Innovation & Continuous Improvement
- Explore emerging technologies (AI, automation, cloud) to enhance channel capabilities.
- Foster a culture of agility, data-driven decision-making, and customer-centricity.
Expertise & Governance
- Manage multi-channel ecosystems and integrate with core banking platforms.
- Balance regulatory compliance with innovation and speed-to-market.
- Influence senior stakeholders and manage competing priorities.
- Operate within bank policies and governance frameworks; make decisions per delegation matrix.
Qualifications
What We’re Looking For
Education:
- Bachelor’s degree required; Master’s preferred.
Experience:
- 15+ years in digital banking or financial services, with at least 5 years in senior leadership roles.
- Proven track record in managing digital channels and large-scale transformation programs.
- Deep knowledge of analytics, customer experience frameworks, and incident management.
- Familiarity with AI, cloud, automation, and API ecosystems.
Skills That Set You Apart
- Agile methodologies (Scrum, SAFe, Kanban)
- Product lifecycle management
- Backlog tools (Jira, Azure DevOps, Confluence)
- Customer journey mapping & UX collaboration
- Data analytics (Google Analytics, Power BI, Tableau)
- API & integration concepts
- Regulatory awareness (AML, FATCA, MiFID II)
- Strategic thinking and execution
- Strong stakeholder management and influencing skills
- Resilience, adaptability, and innovation mindset
Ready to Redefine Digital Banking?
If you’re passionate about driving digital transformation and creating exceptional customer experiences, we’d love to hear from you.
Apply now and be part of the company's journey to deliver Simply Better banking!
