Description

About Bankwell:

Bankwell is a commercial bank with more than $3 billion in assets that serves the banking needs of businesses and individuals. At Bankwell, we pride ourselves on our unique ability to bring you high touch, high quality banking with the expertise and dedication of our experienced team of professionals. When it comes to business, our deep industry knowledge, flexibility and innovative treasury and financing services enable us to find the right solutions for our business and commercial clients. We’re passionate about giving back and are actively involved with many not-for-profit organizations that help shape and improve the lives of others. We’re dedicated to giving our time and talent to support the communities we serve. More about Bankwell can be found at www.mybankwell.com.

Summary of Position:

This individual has a strong background in Customer Experience and Project Management, with collaborative experience managing product. This role will audit current internal and customer-facing processes to optimize for Customer Experience and work cross-functionally to improve and refine these processes. This individual will also work collaboratively with Program Management to drive operational readiness for key business initiatives.

Requirements

• Lead procedure audit and assessments across the organization to refine for Customer Experience
• Partnering with team leaders and staff, deeply understand internal procedures, policies, workflows that directly or indirectly impact customers
• Make recommendations to improve CX, efficiency, scalability, and effectiveness
• Collaborate with various stakeholders and teams to rebuild identified procedures and workflows
• Drive operational readiness for key business initiatives
• Participate in project planning process as a SME for [list of operational departments
• Build and execute operational readiness project plans for release of new products, features, and customer segments
• Manage operational team deliverables, ensuring schedule adherence for feature release
• Partner with program and project management on feature and product release readiness 
• Lead operational process improvement, documentation efforts associated with key business initiatives
• Ensure procedures are maintained with new feature/product/customer releases
• Contribute to product strategy, making recommendations on product features and capabilities, documenting requirements, and participating or leading implementation of targeted initiatives
• Manage website Virtual Assistant program including strategy; messaging; and performance
• Collaborate with Program Management in Client Journey Mapping for all products

Qualifications & Skills:

• Minimum of 5 years in financial industry, preferably banking
• Minimum of 3 years in Customer Experience or Customer Service role
• Familiarity with Product Management best practices and functions
• Technically savvy and eager to learn
• Exceptional collaboration and people skills
• Strong organizational and documentation skills
• Demonstrates curiosity and eagerness for continual learning and development
• Ability to track the details of projects while maintaining focus on the big picture