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Small Business Digital Client Experience Lead

Charlotte;

Job Description:

The Small Business Digital Client Experience Lead will be responsible for gathering, maintaining, and reporting VOC across all products and services. They will partner closely with SB digital sales and service teams to understand and prioritize resolution of client friction points.   They will be responsible for maintaining competitive intelligence for all digital products and services, and lead engagement in industry benchmarking routines such as Greenwich, Barlow, Keynova, Finalta, etc.

Job Requirements:

  • Continuously gather, maintain, and report VOC across all products and services to gain thorough understanding of product gaps and development needs in support of business goals. 
  • Partner with SB digital sales and service teams to understand and prioritize resolution of client friction points.  
  • Maintaining competitive intelligence for all digital products and services 
  • Lead engagement in industry benchmarking routines 
  • Establish persona relationships with rating agencies such as Greenwich, Barlow, Keynova, Finalta, 
  • Ensure associates readiness plans are developed and executed for new product/product enhancement launches across the lending space

Required experience:

  • 5+ years of experience with product management in the financial services 
  • Fosters an environment where business goals are aligned with customer needs, giving the ability to exceed customer expectations 
  • Pursues everything with energy, drive, and a passion to win. Will not give up in the face of resistance or setbacks. Will not take “No” for an answer 
  • Creates and delivers a vision of the future that will maximize company performance and create competitive advantage and breakthrough strategies. Establishes a course of action to accomplish the vision. Communicates a clear view of the desired future state 
  • Strong executive presence and proficient communicator that instills confidence and builds trust 
  • Listens, learns, and appropriately engages key stakeholders when making decisions. Demonstrates strong analytical skills to enable fact-based decision making 
  • Builds and leverages mutually beneficial relationships and networks that generate opportunities 
  • Demonstrates resiliency and sound judgment in dealing with business challenges and ambiguity. Can be counted on during difficult times. Recognizes when a decision must be made and acts with a sense of 

Preferred Skills:

  • BS or MS in business, computer science, marketing, or a related field; or a combination of education and experience 
  • Financial or similar industry experience preferred 
  • Project and program management experience preferred 
  • Agile Experience, SAFE certification preferred
     

Job Band:

H4

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday - Friday 8 am - 5 pm

Referral Bonus Amount:

0

Job Description:

The Small Business Digital Client Experience Lead will be responsible for gathering, maintaining, and reporting VOC across all products and services. They will partner closely with SB digital sales and service teams to understand and prioritize resolution of client friction points.   They will be responsible for maintaining competitive intelligence for all digital products and services, and lead engagement in industry benchmarking routines such as Greenwich, Barlow, Keynova, Finalta, etc.

Job Requirements:

  • Continuously gather, maintain, and report VOC across all products and services to gain thorough understanding of product gaps and development needs in support of business goals. 
  • Partner with SB digital sales and service teams to understand and prioritize resolution of client friction points.  
  • Maintaining competitive intelligence for all digital products and services 
  • Lead engagement in industry benchmarking routines 
  • Establish persona relationships with rating agencies such as Greenwich, Barlow, Keynova, Finalta, 
  • Ensure associates readiness plans are developed and executed for new product/product enhancement launches across the lending space

Required experience:

  • 5+ years of experience with product management in the financial services 
  • Fosters an environment where business goals are aligned with customer needs, giving the ability to exceed customer expectations 
  • Pursues everything with energy, drive, and a passion to win. Will not give up in the face of resistance or setbacks. Will not take “No” for an answer 
  • Creates and delivers a vision of the future that will maximize company performance and create competitive advantage and breakthrough strategies. Establishes a course of action to accomplish the vision. Communicates a clear view of the desired future state 
  • Strong executive presence and proficient communicator that instills confidence and builds trust 
  • Listens, learns, and appropriately engages key stakeholders when making decisions. Demonstrates strong analytical skills to enable fact-based decision making 
  • Builds and leverages mutually beneficial relationships and networks that generate opportunities 
  • Demonstrates resiliency and sound judgment in dealing with business challenges and ambiguity. Can be counted on during difficult times. Recognizes when a decision must be made and acts with a sense of 

Preferred Skills:

  • BS or MS in business, computer science, marketing, or a related field; or a combination of education and experience 
  • Financial or similar industry experience preferred 
  • Project and program management experience preferred 
  • Agile Experience, SAFE certification preferred
     

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22049037

Band: H4

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Alicia Parker

Referral Bonus:

0