In this capacity, he/she is responsible for leading a team to define and implement a comprehensive vision, strategy and roadmap to profitably grow the KeyBank digital portfolio. This leader will work closely with the Digital Banking product managers, Key Technology partners, Client Analytics, Contact Center, Branch Network, Executive Client Relations, and other Product Management teams, to identify and improve digital quality and client satisfaction measures. The successful candidate will create the strategic roadmap to leverage data and insights to drive growth. This will include digital tagging strategy, analytic capabilities to drive effectiveness, partnering with the Contact Center to influence digital delivery of client experiences to reduce call volume and owning efforts to increase digital CSAT via client feedback analysis and effective prioritization of digital investments to deliver remarkable digital experiences.
The successful candidate will develop a highly engaged team of skilled product managers and analysts. He/she will develop and nurture an analytical fluency within the team to drive business curiosity, and fact-based decisioning. He/she will foster a creative environment to encourage innovation that will help grow the portfolio.
ESSENTIAL JOB FUNCTIONS
Accountable for the vision, strategy, and execution of digital portfolio growth including quality metrics and client satisfaction/NPS, loyalty and retention; KPIs include CSAT, digital client profitability, engagement measures and attrition
Improve digital CSAT through client research, application tagging and monitoring, design-led product development, actionable client feedback processes/data and enhanced relationships with field and call centers
Leverage voice of the client data across channels to capture and proactively enhance the digital experience across originations and IBX and develop a strategy and process to manage client satisfaction beyond the scorecard
Grow digitally engaged clients by creating a client-driven strategy for POS, post submission, early activation, utilization and onboarding and partner with Marketing and Email team to enhance current communication vehicles and messages
Share digital client satisfaction themes and trends and partner with Digital team and Technology partners to prioritize and implement initiatives and projects to drive higher satisfaction
Work closely with Operational Effectiveness, Contact Center and ECR teams on process improvements to reduce digital call volume and escalated client issues
Define, monitor and execute, where appropriate, core digital moments of truth – originations, enrollment, payments processing, mobile – with measurement tied to improved digital CSAT (isn’t this now part of your role and not specific to this role?)
Partner with Marketing to analyze and measure campaign effectiveness and garner learnings that will inspire continuous improvement through a test-and-learn agenda
Assess competitive landscape industry trends and internal data as it relates to digital engagement, retention, satisfaction and loyalty
Leverage industry research, competitive information and analytical insights to identify and prioritize digital portfolio optimization campaigns while considering business needs, cost benefit analysis, risk reward analysis
Monitor and analyze data analytics from all channels to promptly identify emerging trends and take appropriate action to remedy
Prepare executive presentations providing insights relative to portfolio growth, forecasts, projects, and recommendations for various forums
Be a thought leader and change agent with regard to improving internal processes and procedures with a comfort with ambiguity and bias for action in a fast-paced environment
Develop a highly engaged team focusing on people leadership and ongoing development of the skill set of each team member
Bachelor’s Degree or equivalent work experience
5-10 experience in consumer payments and digital business and/or product development
Strong problem solving ability; uses rigorous logic and methods to find the right answers and extract strategic insights from large data sets
Passion for leading and developing people, creating followership and advancing Key’s culture
Passion for the customer experience and acting as a change agent
Strong skills in analysis, reporting, data gathering and interpretation; includes analysis
Comfort with ambiguity; can shift gears to deal with risk and uncertainty
Demonstrated horizontal collaboration across multiple stakeholders to maintain strong relationships, including coordinating multiple resources to support strategy/program development
Effective communications skills, including demonstrated ability to orchestrate and present information and recommendations at all levels within the organization
Strong experience in developing tailored strategies based on customer needs, preferences, and practices
Proven ability to set a vision and gain stakeholder approval
KeyCorp’s roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation’s largest bank-based financial services companies with assets of approximately $136.5 billion at December 31, 2016. Key provides deposit, lending, cash management and investment services to individuals and small and mid-sized businesses in 15 states under the name KeyBank National Association and First Niagara Bank, National Association, through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name.
ABOUT THE BUSINESS:
Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank’s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.
FLSA STATUS: Exempt
KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.