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Manager - Digital Pay, Customer Journey (CA or NY)

Various Options, Various · Information Technology
The Manager - Digital Pay, Customer Journey will be responsible for shaping the vision and strategy for digital payments, developing end-to end customer experience and managing the execution of this vision. The Manager - Digital Pay, Customer Journey will have the technical understanding of payment schemes, networks and latest trends in digital payments and will ensure that the bank is prepared for the future of digital payments. The incumbent will be accountable for existing in-flight payment projects and enhancing the existing digital products offerings.

  • Serve as a thought leader for business and technology team, and assist with the prioritization of backlog functionality.
  • Provide leadership with recommendations on future functionality.
  • Ensure the digital payment journey team operates within a budget established by the business.
  • Work closely will all internal and external stakeholders to achieve best-in-class customer experience in alignment with the bank’s goals performance indicators.
  • Work closely with the Agile development team to execute the roadmap in the most efficient way.
  • Develop vision, strategy, point-of–arrival and roadmap for the digital payment journey and serve as industry expert for all things Digital Payments.
  • Manage a team of digital payment journey owners to ensure effective and secure digital payment solutions are implemented and executed on for all digital product channels.
  • Maintain current competitive landscape analysis to inform best-in-class journeys across different industries.
  • Collaborate with LoBs and product owners to deeply understand products and product requirements and customer interactions and gain alignment and buy-in for roadmap features, functionalities and enhancements.
  • Monitor and respond to customer feedback and “own” the journey analytics to continuously improve the customer experience and reprioritize roadmap and backlog.
  • Collaborate with the design team to develop and build best UI/UX.
  • Partner with control functions to ensure digital payment journey adheres to all legal and compliance requirements.
  • Work closely with cross-functional teams, aligning their goals to execute on multiple projects in a timely and efficient manner; drives interaction with marketing, sales, operations, and technology to deliver customer centric products and services.
  • Act as liaison between business, creative agencies and technology teams to ensure that all deliverables are being met.
  • Actively mitigate impediments impacting successful team completion of Release/Sprint Goals.
  • Oversee of product release plans for the delivery of new functionalities.
  • Serve as a thought leader for business and technology team, and assist with the prioritization of backlog functionality.
  • Provide leadership with recommendations on future functionality.
  • BA is required or comparable work experience; MBA is preferred.
  • 7+ years of experience in digital payments and/or digital product management.
  • In depth understanding of payments schemes, latest trends in digital payments and underlying technology.
  • Knowledge of established payments propositions and processes and awareness of the wider payments market including Digital wallets, Bill Pay, Money movement and Real-Time-Payments.
  • Customer Centric – Passionate about customer experience and satisfaction.
  • Ability to work closely with senior industry experts including Networks (Visa / Mastercard), Fintechs and digital giants (Zelle, Apple Pay, Android Pay).
  • In-depth knowledge of Agile process and principles.
  • Experience with JIRA/Aha preferred.
  • Outstanding communication and leadership skills.
  • Strong analytics, strategic and innovative thinking, and customer empathy.
  • Experience developing talent and infusing knowledge and experience within the wider organization.
  • Effective team work and team building skills.
  • Proven ability to interact and influence management.
  • Superior presentation skills.
Broader Intelligence
OFFICE:  920-428-4124
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