Sr Manager, Customer Journey Manager

Make banking a Fifth Third better®

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GENERAL FUNCTION:

This role will be responsible for understanding and mapping the current state of key customer/client journeys and developing future state journeys that create seamless, world-class, omni-channel experiences for our customers.

By leveraging design personas and human centered design methods, the Customer Journey Manager will become an expert on the target customer's expectations, needs and wants. The Customer Journey Manager will be responsible for identifying and quantifying the customer's moments that matter, pain points and delighters in order to prioritize the features to be delivered within the journeys. By working with and influencing our development teams, the position will work to ensure journeys and journey improvements are being executed with the customer in mind.

The Customer Journey Manager will also play a key role in changing the way we work - supporting the bank's transition from a product driven, banking-centric model to a customer/client needs-based model.

At Fifth Third, all employees are responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. All are accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, the Journey Manager will achieve results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Studies, analyzes and creates personas for the customers that we will design the customer/client journeys for.
• Manages customer journeys to maximize acquisition and/or deepening of customer relationships across channels (physical, virtual and digital) by leading journey mapping sessions to validate as well as co-create future states, facilitating customer/client interviews and identifying data needed to size opportunities.
• Partners with Market Research to design and execute quantitative and qualitative primary research as need to uncover, quantify and prioritize customer pain points and moments of delight.
• Establishes and evaluates metrics to track impacts to achieve intended business results.
• Works with cross-functional teams to educate partners on opportunities to pursue, build buy-in and design solutions and experiences via human centered design and prototyping.
• Advocates for the customer and articulates why proposed changes to the journey will provide both customer and business value.
• Tells a story that pulls qualitative/emotional attributes, quantitative attributes and common sense to frame the proposal.
• Partners across the organization to define and manage roadmap of initiatives to help prioritize implementation of features that drive the customer journey experience critical to delivering business objectives.
• Constantly challenges current processes to drive continuous improvement in results.

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and providing challenging opportunities that enhance employee career growth; identifying and developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Shows empathy for the customer and passion about the customer experience and satisfaction
• Bachelor's degree in business, psychology, marketing, related field or equivalent experience required
• 5+ years of progressive work experience in strategy, product, innovation/design and/or management
• Strategic and innovative thought leader
• Strong presenter with story-telling skills
• Proven leadership and ability to build strong relationships with cross-functional partners
• Comfortable interacting with and influencing management
• Customer-centric mindset and behaviors
• Strong facilitation skills with ability to leverage design thinking methods to expand thinking and identify possibilities to delight customers
• Experience applying design personas and journey mapping preferred
• Demonstrated ability to develop and convert strategic vision into tactical plan and execute on that plan
• Experience operating successfully in a complex, mixed organization, driving change through influence
• Experience in developing effective teams and fostering collaboration across organizational boundaries
• Excellent communication and interpersonal skills and a high level of integrity and personal ethics are essential
• Strong analytic skills
• Familiarity with the Financial Services industry and regulatory governing bodies preferred

WORKING CONDITIONS:

• Normal office environment with little exposure to dust, noise, temperature and the like
• Up to 20% travel
• Extended viewing of CRT screen

Sr Manager, Customer Journey Manager

LOCATION -- Cincinnati, Ohio 45202

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.