Experience Owner - Account Management (Remote)
Manufacturers Bank
Remote
account management
management
remote
financial
account management
management
digital
team
customer experience
design
data
research
mission
February 2, 2023
Manufacturers Bank
Los Angeles, CA
NEW DIGITAL BANK MISSION STATEMENT:
Join us on our mission to create a completely new, 100% digital bank that truly serves customers' best interests. We are a close-knit and fun-loving team of seasoned financial services professionals who came together for the challenge of building a bank from scratch - and we are committed to doing it all the right way (from technology infrastructure to modern marketing to customer experience).
We work with the flexibility and speed of a start-up. But we also have significant stability and capital from being part of the SMBC Group (Sumitomo Mitsui Banking Corporation). SMBC is the 2nd largest bank in Japan and the 12th largest bank in the world with operations in over 40 countries. And SMBC is committed to disrupting the US marketplace with ground-breaking products.
It's the best of both worlds, and we are seeking proven marketing leaders to propel us towards a national launch. We have both the ambitious growth plans and the 'patient capital' necessary to execute a multi-year plan. Join us on the journey to deliver an exciting concept of evolved banking.
JOB SUMMARY:
Think about the last time you logged into your bank account. Did you feel engaged or excited about the experience? Have you thought about ways you could make your bank experiences better? We are looking for creative minds to help us reimagine banking. Experience owners that can help us build the next generation bank. A different bank. One that gives consumers the support they need to make better financial decisions.
Although we are part of a larger organization our digital bank team is small, nimble and fast paced. This culture provides an opportunity to think, invent and innovate in a complex financial space. You will work closely with product owners, technology partners, designers, researchers and other experience owners to design new customer focused journeys and capabilities.
In this role you will:
Reinvent retail banking. We are building this bank from scratch which means we can leverage new technology and approaches to redefine banking. You will work closely with product owners, technology partners, designers, researchers and other experience owners to design new, innovative ways for customers to manage their account (e.g. update profile, add beneficiaries, manage communication preferences) and ensure proper support across all . Constantly challenge the status quo.
Put the customer first. Always look at it from the customer’s point of view. Every experience begins with empathy and empathy begins with listening. Understand them well enough to not only meet their needs but anticipate them.
Leverage the data. As an Experience Owner, you will continuously evaluate our customer interactions from pre-market research through existing customer data to always find new ways to improve the customer experience and exceed expectations.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Drive innovative account management user experiences across components and channels
Define Objectives and Key Results (OKRs) in support of research and in-market monitoring for continual product / experience refinement
Maintain a customer-centric view of problems and solutions appropriately balancing the impact to the company’s financial results
Coordinate with all relevant Product & Platform Owners to ensure alignment of both experiential and technological road maps for internal and external stakeholders with the aim to deliver market leading account management functionality for our customers.
Articulate 3-, 6-, 12- and 18-month vision and roadmap; updating at quarterly planning, and socializing vision and roadmap with team members and the business
Partner with solution architects / technologists to understand and influence the technical approach to meet the desired business and omni-channel customer experience.
Partner with agile delivery teams to prioritize execution of solution delivery aiming for quick time-to-market enabling early learnings to then iterate to deliver further improvements
Identify business challenges and opportunities for improvement using data analytics, as well as customer/colleague feedback and pain points
Lead cross functional teams (Product, Technology, Risk, Design, Research, etc) to define and deliver requirements that result in market leading account management experiences across all products.
Responsible to be a primary interface with key partners/suppliers developing customer facing account management capabilities across Mobile and Web applications as well as through call/chat interactions.
Join us on our mission to create a completely new, 100% digital bank that truly serves customers' best interests. We are a close-knit and fun-loving team of seasoned financial services professionals who came together for the challenge of building a bank from scratch - and we are committed to doing it all the right way (from technology infrastructure to modern marketing to customer experience).
We work with the flexibility and speed of a start-up. But we also have significant stability and capital from being part of the SMBC Group (Sumitomo Mitsui Banking Corporation). SMBC is the 2nd largest bank in Japan and the 12th largest bank in the world with operations in over 40 countries. And SMBC is committed to disrupting the US marketplace with ground-breaking products.
It's the best of both worlds, and we are seeking proven marketing leaders to propel us towards a national launch. We have both the ambitious growth plans and the 'patient capital' necessary to execute a multi-year plan. Join us on the journey to deliver an exciting concept of evolved banking.
JOB SUMMARY:
Think about the last time you logged into your bank account. Did you feel engaged or excited about the experience? Have you thought about ways you could make your bank experiences better? We are looking for creative minds to help us reimagine banking. Experience owners that can help us build the next generation bank. A different bank. One that gives consumers the support they need to make better financial decisions.
Although we are part of a larger organization our digital bank team is small, nimble and fast paced. This culture provides an opportunity to think, invent and innovate in a complex financial space. You will work closely with product owners, technology partners, designers, researchers and other experience owners to design new customer focused journeys and capabilities.
In this role you will:
Reinvent retail banking. We are building this bank from scratch which means we can leverage new technology and approaches to redefine banking. You will work closely with product owners, technology partners, designers, researchers and other experience owners to design new, innovative ways for customers to manage their account (e.g. update profile, add beneficiaries, manage communication preferences) and ensure proper support across all . Constantly challenge the status quo.
Put the customer first. Always look at it from the customer’s point of view. Every experience begins with empathy and empathy begins with listening. Understand them well enough to not only meet their needs but anticipate them.
Leverage the data. As an Experience Owner, you will continuously evaluate our customer interactions from pre-market research through existing customer data to always find new ways to improve the customer experience and exceed expectations.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Drive innovative account management user experiences across components and channels
Define Objectives and Key Results (OKRs) in support of research and in-market monitoring for continual product / experience refinement
Maintain a customer-centric view of problems and solutions appropriately balancing the impact to the company’s financial results
Coordinate with all relevant Product & Platform Owners to ensure alignment of both experiential and technological road maps for internal and external stakeholders with the aim to deliver market leading account management functionality for our customers.
Articulate 3-, 6-, 12- and 18-month vision and roadmap; updating at quarterly planning, and socializing vision and roadmap with team members and the business
Partner with solution architects / technologists to understand and influence the technical approach to meet the desired business and omni-channel customer experience.
Partner with agile delivery teams to prioritize execution of solution delivery aiming for quick time-to-market enabling early learnings to then iterate to deliver further improvements
Identify business challenges and opportunities for improvement using data analytics, as well as customer/colleague feedback and pain points
Lead cross functional teams (Product, Technology, Risk, Design, Research, etc) to define and deliver requirements that result in market leading account management experiences across all products.
Responsible to be a primary interface with key partners/suppliers developing customer facing account management capabilities across Mobile and Web applications as well as through call/chat interactions.
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