VP, Payment Journey Owner job in Long Island City, NY| Recruit Arrow
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VP, Payment Journey Owner
Location : New York, Long Island City
Refer job # CBQA336716
Job Responsibilities and Requirements: We are seeking a talented, imaginative, and experienced individual who is passionate about designing best in class experiences across all customer touch-points and channels. This individual will report directly into the SVP, Payment Journey owner and will support the Journey Owner in delivering best in class customer experience for the cardmembers. Within the payment experience, this person will focus on the experience of missing a payment. S/he will serve as a champion and core Subject Matter Expert (SME) for these journeys across product, channel, process, and policies. The Journey Owner is the key liaison with other functional areas and will establish an interaction/engagement model and a meeting cadence with our cross-functional partners (Legal/Compliance, Fraud, Operations, Collections, Communications, etc.). The Cards Journey Owner is accountable for succeeding against identified metrics and setting short and long term journey goals as well as ensuring the journey team is effectively working together. S/he must have strong business and leadership skills as well as enough experience with technology to understand what is possible and be able to articulate the business needs and objectives. S/he should be extremely passionate about the customer and be able to take customer insights and translate them into customer needs. Be a part of the work we do to enable progress around the globe. Skills/Requirements: Partner with Market Research to define and implement customer research/customer co-creation, prototyping and testing to gain insights and identify customer needs and solutions Assist with the development of training materials for Customer Service Representatives so Operations has complete understanding of digital capabilities that are built and launched Partner with internal communication team to develop launch announcements and on-going servicing/marketing communications Passion and knowledge of customer experience best practices across channels. Deep expertise in project management with a proven track record of successfully managing multiple projects simultaneously. Customer-centric and an engineering / process-improvement mindset. Experience using customer-centric research and customer analytic tools (i.e., Voice of the Customer, NPS, Opinion Lab, Tealeaf, usability labs, market research) to identify customer mindsets and solutions. Innovative thinker with the ability to challenge the status quo and offer creative solutions to solve problems. Comfort operating in rapidly evolving, often ambiguous and complex environment. Strong team player, with excellent interpersonal skills and ability to influence, collaborate, and communicate with partners, stakeholders, and Leadership. Strong analytical and problem solving skills working in large, complex, cross-functional organizations Experience in digital product strategy, digital product development or digital customer experience preferred Experience leveraging agile technology methodology is preferred but not required.
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