Manager of Digital Performance (Adoption and Servicing)
Core
Craft and execute strategies to drive digital banking servicing growth, increase online/mobile platform usage, and reduce call volumes through data-driven customer engagement.
Role type
Manager of Digital Performance (Adoption and Servicing)
Builds
Digital banking roadmaps, business cases for monetization, and self-service capabilities
Domain
Financial Services / Digital Banking
Deliverable
product features
Required skills
Strategic planning, data analysis, A/B testing, cross-functional collaboration, project management, agile methodologies, human-centered design
Preferred skills
Experience with performance data, big-picture thinking, innovation
Technologies
Online banking platforms, mobile applications
Responsibilities
Drive creation of intuitive customer experiences on websites and mobile apps; craft persuasive business cases to monetize digital opportunities; collaborate with contact centers to reduce call volumes; lead product roadmaps and prioritize initiatives; analyze customer journeys to identify pain points and streamline processes; establish KPIs to measure digital service effectiveness.
Seniority
Manager, hands-on leadership