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Director, Customer Journey Experience

Company: FNBO
Location: Omaha
Posted on: March 20, 2023

Job Description:

At FNBO, our employees are the heart of our story and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success. Our Modern, Flexible Workplace: We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you! It is anticipated that an incumbent in this role will work onsite for three (3) or more days a week and will have a dedicated workspace when working onsite. Work location is subject to change based on business needs. Summary of the Job: This Director role leads continuous improvement for the Business Customer journey in our processes, procedures, and technology by gathering customer and employee feedback, identifying pain points or inefficiencies, and monitoring performance dashboards and data. About This Role: Key Responsibilities:

  • Leads continuous improvement for the Business Customer journey in our processes, procedures, and technology by gathering customer and employee feedback, identifying pain points or inefficiencies, and monitoring performance dashboards and data
  • Works specifically with and is the liaison between our journey employees and the onboarding product owner to clearly define improvements needed/wanted.
  • Works with the product owner in story writing details and collaborates with the squad to appropriately prioritize improvements.
  • Accountable for high level liaison work between the Business Segment and all other parts of the Bank who work with the Segment (for example, Credit, Compliance, Marketing, Operations, Technology, etc.).
  • Influences strategy and acts as a change agent for the Business Segment by sharing the "why" and the rational for change. Gains support for the change by explaining or showing the benefits to obtain buy-in from others to support the change and become change leaders for their teams/peers. Influences managers and senior managers to adopt new ways of working and using new systems/technology.
  • Accountable for ensuring the organization effectively plans and executes implementation of large-scale enterprise change initiatives including changes to customer experience, process, product, technology and data. Will also manage ongoing continuous improvement of the future-state vision.
  • Assists the onboarding product owner to build roadmap and sequencing of work through collaboration with key stakeholders and guiding effective decision making across the enterprise (long term and quick wins).
  • Accountable for communication updates to a variety of stakeholders, stakeholder planning and orchestration regarding ongoing improvement efforts.
  • Ensures we embed continuous improvement capabilities such as monitoring, prioritizing, and continuously improving into our processes.
  • Is an SME in the Salesforce, nCino, and Precision Lender systems to provide back-up support to the user community.
  • In the near term the position is focused on loan onboarding, but may shift focus into new areas in the future including leading work for a new deposit onboarding system. The Ideal Candidate for This Role: Required:
    • Bachelors' degree in business administration, finance, or related field
    • Desire and energy to work in a fast-paced environment
    • Experience with agile methodologies
    • 10+ years of experience working within a complex enterprise with accountabilities in business lending, operations, and/or credit administration
    • Demonstrated experience with business strategy, dependency management, staging work and large-scale orchestration
    • Demonstrated success with stakeholder management at varying levels
    • Ability to lead, influence and implement small to large scale changes based in an agile and continuous improvement mindsets
    • Experience guiding or consulting transformational change management efforts crossing multiple disciplines.
    • Experience with change management principles
    • Strong communication, presentation, negotiation and interpersonal skills
    • Previous relationship management experience beneficial Key Skills:
      • 10+ years of business experience.
      • Combination of experience and expertise in a variety of areas which could include Credit, Relationship Management, Operational Excellence, Process and Procedure improvement, Diagnostics skills
      • Uses Power of Influence to effectively move work forward
      • Self-Driven
      • Strong Passion for leading initiatives
      • Effective change management skills
      • Relationship Builder
      • Technology/Agile Experience
      • Experience working in Salesforce, Precision Lender, nCino and Optimist Equity, Diversity, & Inclusion: FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce. See the full FNBO Equity, Diversity, & Inclusion Statement here All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. Click here to download 'EEO is The Law' Self-Print Poster Click here to download 'EEO is The Law' Supplement for Federal Contractors Click here to download 'EEO is The Law' GINA Supplement

Keywords: FNBO, Omaha , Director, Customer Journey Experience, Executive , Omaha, Nebraska

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