Job Summary:
As the Director of Customer Experience and Platforms, you will play a crucial role in driving the digital transformation of our financial services. This position involves overseeing digital channels, functional product management, CRM platforms, customer support & data, platforms, processes, and integrations. Join us on a journey to reshape the future of financial services by combining Design Thinking techniques with Agile development practices.
Director of Customer Experience and Platforms Responsibilities:

• Strategic Vision:
• Lead the exploration of banking solutions best practices by challenging industry assumptions.
• Create, refine, or realign high-value, targeted market opportunities within the financial and banking sector.
• Platform Migration:
• Provide guidance during platform migration, ensuring a seamless transition while prioritizing customer-first initiatives.
• Collaboration:
• Work closely with subject matter experts across various departments (sales, marketing, product management, credit risk, technology, operations, finance) to craft product design and execution.
• Manage project prioritization and resource levels to meet expectations.
• Industry Standards:
• Set industry standards for customer experience, products, and delivery in online banking and deposit originations.
• Process Optimization:
• Continuously monitor and optimize processes for optimal productivity and client satisfaction.
• Customer-centric Operations:
• Ensure all back-end processes and operations are seamless to customers.
• Compliance and Issue Resolution:
• Maintain a complaint tracking log within the Compliance organization.
• Oversee root cause analysis and corrective actions to address customer concerns.

Director of Customer Experience and Platforms Requirements:

• Banking Background:
• Specific experience in deposit products and mortgages with a strong customer focus.
• Product Management Leadership:
• Seasoned leader with a technical and business background in digital technologies.
• Familiarity with Agile Scrum methodologies.
• Platform Migration Expertise:
• Experience with new platform migration, preferably in deposit originations and online banking.
• Customer-First Mentality:
• Demonstrated commitment to a customer-first approach.

Preferred (Added Bonus):

• 10 years of product management experience in the banking industry.

If you are passionate about reshaping the future of financial services and possess the required skills and experience, we invite you to join our dynamic team at our premier client.
Equal Employment Opportunity (EEO), Affirmative Action, and E-Verify Statement:
Integrated Human Capital is an equal opportunity employer committed to fostering diversity and providing employment opportunities to all qualified individuals without regard to race, color, religion, sex, national origin, age, disability, or any other protected status. We actively promote affirmative action by encouraging minorities, women, individuals with disabilities, and veterans to apply for positions for which they are qualified. Additionally, Integrated Human Capital participates in the E-Verify program to verify the identity and employment eligibility of all newly hired employees, ensuring compliance with immigration laws. Candidates are required to present documents confirming their identity and eligibility to work in the United States during the employment verification process.
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