Fifth Third Bank Manager, Omni Channel Journey in CINCINNATI, Ohio
Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. We've staked our claim on looking at things differently to making banking a Fifth Third Better. This applies to our relationships with customers and employees alike.
We employ about 18,000 people, and what we offer is:
# A chance for employees to build their future, with supportive career development and financial wellness programs.
# An environment where we win together. We celebrate achievement and work collaboratively. We're also a three-time Gallup Great Workplace honoree.
# An invitation to impact lives in a positive and lasting way. Everything we do is geared toward improving lives. That's fun and exciting.
It comes down to the fact that Fifth Third is a warm and caring place to with which to grow # as a customer or as a team member.
Bancorp leadership position responsible for strategy development, design and execution of customer experience initiatives to provide an integrated, omnichannel customer experience. Provides direct and/or cross-functional team leadership and managementofthe development and continuous improvement of key customer journeys and episodes. Manages a team or may be an individual contributor with broad scope with a particular sales and/or service focus.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensuresthatactions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
DUTIES AND RESPONSIBILITIES:
. Leads a direct and/or cross-functional team in the development of omnichannel experience strategies focused on the customer journey to improve the customer experience and maximize acquisition and deepening of customer relationships in all channels--physical, virtual and digital. Partners with each respective channel in the execution of those strategies.
. Strategic and executional leadership for the development and/or selection of design personas and key customer journey and episodes
. Define and manage roadmap of initiatives to execute on improving the customer journey experience.
. Establish and evaluate key metrics to achieve desired business results.
. Develop and manage execution of approved initiatives; create a feedback loop to ensure feedback from the line of business and key partners.
. Constantly challenge current processes to drive continuous improvement in results.
. Exemplify design thinking, lean and agile principles in how tasks are accomplished and teams operate.
. Develop high degree of trust and collaboration with key internal and external partners and stakeholders
. Assume additional responsibilities to meet business need.
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 careergrowth;identifying and developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.
MINIMUM KNOWLEDGE & SKILLS REQUIRED:
. Bachelor's degree in business, marketing, related field or equivalent work experience required.
. 5+ years of progressive work experience in strategy, product, innovation/design and/or 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 a tactical plan, and execute on that plan.
. Experience operating successfully in a complex, matrixed 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 analytical skills
. Familiarity with the Financial Services industry and regulatory governing bodies preferred
. Normal office environment with little exposure to dust, noise, temperature and the like.
. Up to 20% travel
. Extended viewing of CRT screen.
Fifth Third Bank 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.