Director Client Digital Experience

About the Role

Key Responsibilities

• Champions the brand; serves as a role-model for the vision, mission and values of the organization. Supports strategic imperatives.
• Hires, develops, motivates, coaches, evaluates, trains and rewards department team members.
• Provides clear and timely communication and feedback to all team members on expectations and goals.
• Promotes a positive work environment that leverages the talents and abilities of team members in achieving organizational and team goals.
• Assists leadership in defining team's goals.
• Monitors progress toward goals and objectives for areas of responsibility.
• Builds, leads, and develops a high-performing team, fostering a culture of continuous learning and improvement.
• Provides coaching and mentorship to team members, establishing clear career development paths and growth opportunities.
• Develops and implements a robust client experience strategy that aligns with business goals and technological vision, ensuring seamless and engaging interactions across digital platforms.
• Leads and mentors a diverse team committed to transforming client engagement models, fostering innovation.
• Articulates and communicates a compelling client experience vision and strategy for multiple digital touchpoints.
• Creates and maintains strategic experience roadmaps focusing on client satisfaction and loyalty.
• Establishes and tracks product Objectives and Key Results (OKRs) to measure success and drive improvements.
• Drives strategic decision-making related to client experience investments, prioritization, and resource allocation.
• Collaborates with executive leadership to align digital product strategy with overall business strategy.
• Partners with Engineering, Operations, and Marketing to ensure seamless product execution.
• Leads product portfolio reviews and strategic planning sessions.
• Facilitates cross-functional collaboration and priority setting.
• Acts as a trusted advisor on product adoption and optimization strategies.
• Communicates program status, risks, and outcomes to senior stakeholders.
• Manages expectations and negotiates priorities with teams and stakeholders.

Requirements

• Bachelor's degree in business administration, marketing, computer science, engineering or related field, or equivalent experience.
• Advanced experience in product management, product strategy, and digital product portfolios.
• Leadership and management experience, preferred.
• Experience in regulated industries such as banking or finance, preferred.
• Proven track record of leading large-scale agile transformations.
• Experience with agile planning and tracking tools like Azure DevOps.
• Knowledge of lean portfolio management practices.
• Ability to build effective partnerships with technology, business units, and external vendors.
• Strong communication and leadership skills to influence stakeholders and foster collaboration.
• Solid knowledge of DevOps practices and software architecture.
• Experience delivering strategic digital product initiatives and roadmap execution.
• Experience with client satisfaction and engagement metrics.
• Leadership skills to motivate and lead remote teams.
• Excellent listening, written, and verbal communication skills.
• Strong problem solving, decision making, and organizational skills.
• Proficiency with MS Office, CRM programs, and client databases.
• Attention to detail and accuracy.
• Valid driver's license.

Nice to Have

• Experience in regulated industries such as banking or finance.
• Advanced experience in technical and business domains.
• Experience with cloud success initiatives.
• Knowledge of software architecture and technical debt management.
• Successful delivery of digital product initiatives.

Qualifications

• Bachelor's degree in relevant field or equivalent experience.

Benefits & Perks

• Hybrid work model up to 50% remote.
• Flexible schedules including summer flexibility.
• Up to 9% contribution to 401k (3% fixed plus up to 6% match).
• Medical, dental, vision, HSA/FSA, life & AD&D insurance, short-term and long-term disability, wellness program & EAP.
• Vacation, sick leave, holidays/floating holidays, parental leave, volunteer paid time off.
• Learning and development programs.
• Mentorship programs.
• Cross-functional committee opportunities.
• Professional membership/certification reimbursement.