Customer Experience Senior Manager

Details

Act as the customer and colleague experience representative across a large transformation program, ensuring that vendor-provided journeys and channel experiences align with Invest Bank's branding, customer and colleague expectations, and business objectives while maximizing the use of standard product capabilities.

Responsibilities

• Review and validate journeys delivered by vendors across onboarding, trade finance, cash management, and servicing channels.
• Ensure channel experiences are aligned with Invest Bank branding, user communication standards, and user experience guidelines.
• Identify opportunities to improve journeys within the flexibility provided by vendor platforms.
• Work with vendors to understand configurable capabilities, UX options, and journey customization possibilities.
• Evaluate trade-offs between adopting standard vendor journeys and requesting enhancements or configuration changes.
• Represent customer and business experience requirements during discovery, design reviews, UAT, and other phases.
• Drive consistency across all touchpoints and channels.
• Coordinate feedback from business stakeholders, relationship managers, operations teams, and users where applicable.
• Support business readiness and user adoption activities.