Responsibilities include but are not limited to:
- Engagement Strategy & Needs Discovery
- Set the engagement strategy that helps bankers uncover needs, deepen relationships, and match customers to the right solutions.
- Define needs discovery, customer profiling, and conversation approaches for personalized, relationship-based engagement.
- Build the lead and opportunity logic that surfaces and ranks the best opportunities within existing books of business.
- Insights, Tools & Capabilities
- Advance customer insights, Next Best Action, recommendations, and AI-assisted guidance so bankers get relevant prompts at the point of conversation.
- Work with business leaders and cross-functional teams to set the vision, roadmap, and priorities for engagement tools, including CRM.
- Measure adoption and effectiveness against customer, colleague, business, and platform data, and use the results to shape the next round of priorities.
- Alignment, Delivery & Governance
- Create continuity across interactions and business partners so colleagues work as one team around the customer rather than by channel or line of business.
- Present recommendations to leadership, build alignment, and influence priorities and decisions.
- Escalate significant business, operational, or strategic issues, and comply with applicable regulations, policies, procedures, and required training, including BSA, USA PATRIOT Act, and OFAC.
Qualifications
Required Skills:
- Knowledge of Retail, Small Business, and Mortgage Banking sales models, customer acquisition strategies, and referral management practices.
- Knowledge of sales effectiveness principles, coaching methodologies, performance management, and regulatory requirements.
- Skill in designing and optimizing sales processes, operating routines, and performance frameworks to improve business outcomes.
- Skill in leveraging data, analytics, and insights to drive decision-making, identify opportunities, and enhance execution.
- Skill in leading change initiatives, influencing stakeholders, and driving adoption across multiple business lines.
- Ability to translate strategic objectives into scalable processes, standards, and measurable results.
- Ability to foster cross-functional collaboration, accountability, and continuous improvement while balancing growth, customer experience, and risk objectives.
Required Experience:
- Bachelor's degree in business, finance, marketing, technology, or a related field, or an equivalent combination of education and relevant professional experience.
- Minimum of 5 years in strategy, customer engagement, sales enablement, banking, digital platforms, product, or a related discipline.
- Working knowledge of banking, sales and service, customer experience, and colleague workflows, with the ability to turn business needs into roadmaps.
- Strong analytical skills, with the ability to interpret customer, colleague, business, and platform data and convert it into recommendations leaders act on.
- Clear written, verbal, and executive presentation skills, with the influence and facilitation to align business lines that have competing priorities.
- Proven ability to lead multiple strategic workstreams across cross-functional teams, work through ambiguity, and drive work forward independently.
Preferred Experience:
- CRM, engagement platform, or digital tool initiatives in financial services; work across multiple business lines with senior leadership; and a strategy, project, or change management certification.
