The Cards Omni-Channel Journey team is responsible for setting the vision, strategy, and roadmap to deliver best in class customer experiences for Client Cards customers. The team's primary focus is to transform key digital service journeys that have the highest usage and emotional impact, thereby increasing customer engagement and driving revenue growth. To achieve our objectives, the team has established a customer first design approach that puts our customers at the center of everything that Client does as well as leverage agile operating models to accelerate the technology development progress to drive innovation. The Card Omni-Channel Journey team is seeking a talented, imaginative, and experienced individual with great problem solving and communication skills who is passionate about helping to deliver best in class experiences across all customer touch-points and channels. This individual will report directly to Journey Owner VPs, and will support the delivery of best in class
customer experience for Client Cards customers. Specific responsibilities include:
" Partner with VP Digital Customer Journey Owner to define and develop the KPIs and monitor important metrics
" Partner with all Journey Owners and manage executive-level scorecard that showcases results
" Lead interaction with the Analytics teams to ensure alignment and execution on the customer's actions for each of the channels
" Monitor customer feedback across multiple channels, identify customer pain points and help translate learnings into experience enhancements
" Work with creative agencies under the direction of Journey Owners. Manage drive calendars and ensure deliverables are being met for each launch release
" Act as liaison between business, creative agencies and technology teams to ensure that all deliverables are being met
" Work with support teams including legal, compliance, information security & fraud as needed to communicate requirements and ascertain approvals
" Participate in agile sprint planning/grooming sessions and assist with developing requirements, quality assurance and sprint demo planning
" Partner with Market Research to define and implement customer research/customer co-creation, prototyping and testing to gain insights and identify customer needs and solutions
" Assist with the development of training materials for Customer Service Representatives so Operations has complete understanding of digital capabilities that are built and launched
" Partner with internal communication team to develop launch announcements and on-going servicing/marketing communications
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