The Executive Director, Online and Mobile Banking will lead Northwest Bank's digital eco-system with responsibility for design and operation of consumer facing digital shop, buy, and serve experiences in digital channels (online, mobile, Northwest.com). In this highly visible and critical role, the Managing Director will be responsible for establishing and executing a user-based design vision to improve the client experience, accelerate online sales and enrollment, and drive higher retention and engagement through innovative offerings and features. Through both native development and third-party relationships, ensure experiences are aligned with the Northwest brand and support an omni-channel experience for new and existing customers. This role will be expected to be a strong, creditable voice in driving Northwest's digital and payments journey, enabling business partners and stakeholders with the insight and capability they need to drive strategic outcomes.
Essential Functions
Prepare ongoing assessments of digital products, recommend and execute improvements, establish a long-term roadmap to achieve a highly competitive position in the industry
Be the center for knowledge - have a deep experience and curiosity about the digital product space and a desire to drive change throughout the organization
Embody designed based thinking, including empathy, journey mapping, and the CX experience-put the client voice and data at the center of decision making
Lead definition and execution of value propositions and end-to-end product experience, including on-boarding, transactional activities, payments, compliance workflows, customer support, operations, and bringing new solutions to market
Own digital product positioning, and partner with marketing on go-to-market strategy and enablement to support the sales cycle
Lead and develop digital experience team; build agile development capabilities to support roadmap execution in addition to strengthening external partnerships and evaluating/implementing new third party capabilities
Manage and support technology integrations related to internal initiatives and acquisitions
Recommend strategies to enhance the bank's brand and image in digital channels
Influence the company's data strategy and analytics to improve offerings, marketing, client experiences, performance measurement, and overall engagement outcomes
Improve the existing customer journey and simplify the experience while enriching features and capabilities
Increase revenue and engagement through customer adoption, channel utilization, product usage, and delivering a solutions-based approach to meeting client needs
Provide a deep understanding of financial services technologies, processing, payments, and use of third-party capabilities
Possess a strong background in financial services and familiarity with banking products, services, payments, and regulations
Contribute to bank-wide process improvement and efficiency efforts through automation and technology
Manage product knowledge centers to support internal training, customer support, and servicing
Translate line of business strategies into actionable digital marketing programs that drive revenue-attributable business outcomes across all divisions
Possess excellent project management and cross-functional skills by working closely with teams across the organization, including Consumer and Commercial Bank, Legal, Compliance, and Risk Management, Executive Leadership Team, Marketing, Technology, Internal Communications, and external partners
Ability to create content on demand in a range of styles and voices while observing hard deadlines, and have a proven record of program development, project management, and content strategy development
Build an effective digital brand to attract new business
Craft and drive strategies to enable sales teams, contact center agents, and frontline partners to leverage digital capabilities* Possess a proven record of strong interpersonal skills - this position requires substantial interaction with bank representatives at all levels, including senior management. The ability to communicate persuasively, both orally and in writing, with other managers, staff, and the public is vital.
Additional Essential Functions
Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Work as part of a team
Work with on-site equipment
Safety and Health for Supervisors with Direct Reports
Provide leadership and positive direction for maintaining the safety and loss prevention program
Actively participate in and support employee participation in the safety and loss prevention program by ensuring that employees know how to properly report a safety issue, making sure that all accidents are promptly reported to Human Resources and documented, and ensuring that prompt action is taken whenever workplace hazards are identified
Help implement emergency procedures
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
Bachelor's Degree required
Master's Degree preferred
Work Experience
More than 15 years:
-Managing and developing digital banking capabilities (online, mobile) across shop, buy, and service.
-Managing agile teams and developers and/or as a digital product owner
-Large bank experience a plus, specifically managing demands of multiple stakeholders and collaborating across marketing, technology, product, risk management, and lines of business
Knowledge, Skills, and Abilities
Ability to develop and implement an organizational vision which integrates key strategic goals, priorities, values, and other factors
Ability to balance change and continuity - to continually strive to improve customer service and program performance, to create a work environment that encourages creative thinking, and to maintain focus, intensity and persistence, even under adversity
Ability to design and implement strategies which maximize employee potential and foster high ethical standards in meeting the Northwest's vision, mission, and goals
Ability to make timely and effective decisions and produce results through strategic planning and the implementation and evaluation of programs and policies.
Ability to acquire and administer human, financial, material, and information resources in a manner which instills public trust and accomplishes Northwest's mission, and to use new technology to enhance decision making.
Ability to explain, advocate and express facts and ideas in a convincing manner, and negotiate with individuals and groups internally and externally.
Ability to develop an expansive professional network with other organizations
Knowledge of key national and industry policies and economic, political, and social trends that affect Northwest; Understands near-term and long-range plans and determines how best to be positioned to achieve a competitive business advantage
Travel Requirements
Occasionallyacross the bank's regional offices and to acquire additional expertise through industry forums, conferences, and vendor engagements,
