Experience Owner - Home Lending

Profile

Description
We are transforming the way we do business by changing how we think about the different types of Customer Journeys. Omnichannel (Omni) will provide a consistent experience for our customers, regardless of how they chose to do business with us (online banking, branch locations, ATMs, phone support). The goal of Omni is to align our people, processes, products & services, and technology across our enterprise to deliver new modern capabilities in an Agile and Iterative way.
We are in the beginning stages of building this newly defined Omni program with cross-functional team members. These teams will lay the foundation for what the Customer Journeys are and how we will deliver exceptional, streamlined experiences for each one. If you are a pioneer at heart who enjoys data-driven decisions that take our customers' feedback and intertwines creativity to define what the solutions should be, we want to hear more.
For this position as an Omnichannel (Omni) Experience Owner, you will own the vision for how customers interact with Huntington for consumer lending (i.e. Mortgage, Home Equity, Unsecured Lending) space. You will apply your strategic, analytical, and problem-solving skills to improve the experience in a way that is consistent and delivers the best value to our customers and the company. You will team with world-class professionals to develop and test strategies that ultimately impact the bottom line. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation. This will enable you to both serve our customers with excellence and make an extraordinary contribution to the company.
Day to day responsibilities:
Analysis:
Identify business challenges and opportunities for improvement using data analytics, as well as customer/colleague feedback and pain points
Understand existing processes and systems in-depth for those
transactions/experiences
for which you are responsible
Strategy:
Partner with colleagues across Huntington to develop a hypothesis about the root cause and collaborate on the enhancement roadmap
Conduct best-in-class research across industries
Quantify the business value from different solution options
Measure pilot performance against expectations, adjusting where necessary to optimize business impact
Execution:
Work with agile teams to iterate and build; focus on prioritizing the business value from different pieces of the work to improve speed to market for those features that will drive the most value to the company
Work with external vendors when appropriate
Partner with implementation teams to roll out initiatives flawlessly for customers and colleagues
Measure performance against expectations; revisit analysis and strategy in order to modify approach when a variance is recognized
Basic Qualifications
Bachelor's degree
Minimum of 5 years of experience in an Omnichannel Experience, Product Management, or Technology Owner position
Preferred Qualifications
Experience in Consumer Lending (sales or service), Digital solutions, agile development processes, and/or an understanding of related regulatory requirements is preferred
Advanced problem-solving skills, grounded in data and feedback and driven toward process simplification
Able to maintain a customer-centric view of problems and solutions that appropriately balances the company's financial results with its commitment to the brand promise
Forward-thinking and able to extrapolate learnings and industry trends to build a roadmap for the future
Successful track record of delivering results in a fast-paced, entrepreneurial and dynamic environment; effectively balances short and long-term goals to make meaningful progress
Proven ability to work effectively in a variety of situations and collaborate effectively across teams and at all levels of the organization
Adept at influencing stakeholders through intellect, interpersonal and negotiation skills; can quickly form strong relationships through a shared vision and mutual trust
Highly organized; strong program management ability
Excellent written and oral communication skills; able to flex style based on the audience
Proficient with Microsoft Office applications to include MS Excel, Access, and PowerPoint
MBA or applicable certifications preferred
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity
Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.
Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position

Company info

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