Executive Dir Experience & Engagement

Job Summary

This senior level position is responsible for the leadership, development and execution and overall architecture of Consumer Banking experience and engagement. This role will be responsible for bringing together human and digital and driving impact through the experience, the customer outcome, the teams, and the delivery model. Accountable for driving critical performance metrics including high levels of client engagement, OS and NPS and directly influencing the profitability and growth of the business. Must possess passion for the customer, understanding of what drives engagement and strong relationships and strong knowledge of how to coordinate channel delivery for the best client outcomes.

Job Duties and Responsibilities

• Develops and executes the overall journey architecture and the impact of the experience by designing end to end engagement (omni channel); improving customer experience through improved relationship choreography; and defining the capabilities to fulfill the end-to-end journey for both human and digital experiences.
• Develops experience standards across channels in the form of SLAs, KPI and behavioral expectations. This includes expectations for delivery and engagement in person and over digital and call center channels.
• Leads relationship delivery that impacts the customer outcome by defining consumer digital customer engagement priorities (features,
• capabilities, insights/advice); by understanding behavior, identifying tactics to increase engagement and improving customer outcomes; incorporating analytics to personalize and strengthen the relationship; and driving growth through strong business model integration of digital and physical delivery.
• Installs and oversees measurement of client engagement and delight including voice of the customer and data-driven analytics. Leverages insights to identify actions to improve customer engagement and satisfaction.
• Drives broader delivery metamorphosis by impacting the teams and the delivery model by building continuity between digital and branch through team member strategies (educate, empower, excite); and leading innovative initiatives to expand delivery channels (e.g. design and build remote).
• Manages a team consisting of experience product owners and change management champions.
• Designs strategies to influence specific client behaviors and engagement through understanding of segment specific engagement and relationship preferences.
• Designs and prioritizes omni-channel experiences, features and products that will grow relationships through strategically targeted engagement.
• Builds intentional journeys informed by data and designed to add value. Builds skill sets and influences mindsets in branch with people-centered engagement strategies.
• Manages the annual performance management and merit processes for direct and indirect reports. Coaches and develops team members and builds a work environment where team members are engaged and feel a positive sense of achievement about their role in the company. Works closely with Human Resources regarding employee relations, compensation, training, posting and filling vacant positions and other Human Resources related matters.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer supporting diversity in the workplace

Minimum Education:

• Bachelor's degree in Finance, Accounting, Business Administration, Marketing or related field. MBA preferred.

Minimum Experience:

• 15 years of experience with an emphasis on strategy development and deployment

Required Knowledge, Skills, & Abilities:

• Ability to identify and analyze emerging trends and develop compelling strategies
• Proven track record of achieving bottom-line results by managing against well-crafted strategic plans
• Possesses background in retail sales strategy, marketing, and product development
• Demonstrates ability to anticipate the market and external influences
• Demonstrated ability to influence others and utilize resources to accomplish tasks. Has excellent win/win negotiation skills.
• Strong communication, collaboration, interpersonal, presentation and leadership skills
• Deep experience in project management/execution with the ability to direct multiple teams simultaneously

Preferred Knowledge, Skills, & Abilities:

• Agile environment experience highly preferred
• MBA preferred