The Business Banking Client Insights Team advocates for our clients by analyzing data to uncover themes and actionable insights to improve the customer experience. We leverage data from internal and external customer surveys, employee feedback and customer complaints to identify themes, influence decisions and align on key priorities to improve the customer experience.

This is a highly visible role with direct exposure to both Business Banking and Consumer Banking senior leadership, and the opportunity to collaborate with omnichannel teams to design and deliver a best-in-class client experience.

As the Client Insights Vice President in Business banking, you will own multiple forums with the Business Banking CEO and their leadership team to influence key priorities to improve the client experience. Additionally, you will own a frequent update to a cross-Line of Business leadership forum with Business Banking and Consumer CEOs and Field leadership. You will serve as a trusted thought leader to senior stakeholders, delivering recommendations, robust implementation plans, and execution support to realize business improvement targets while measuring and celebrating the success of each initiative.

This role will leverage your analytical skills, ability to influence, teamwork, PowerPoint expertise, critical thinking, as well as your organization and project management skills.

Job responsibilities:

• Synthesize and interpret highly complex data from various sources to identify, evaluate, and measure impact of customer pain points, uncover insights, and make strategic, data-driven recommendations.
• Influence change and drive accountability with internal business partners to deliver relevant, contextual responses, status updates, and product or process roadmaps.
• Own, prepare, distribute, and present materials, providing valuable data and thought leadership to Business Banking CEO and senior leadership focused on key initiatives to improve customer experience.
• Document and track product and process enhancements intended to address critical pain points—clearly articulating what is to be solved, why it is significant, and when/how it will be implemented and/or impediments blocking meaningful progress and quantifying benefits to all impacted parties.
• Summarize complex data sets and initiatives into clear conversations and recommendations to improve customer pain points.
• Lead process documentation for controls within Client Insights team including primary point of contact for Exam Readiness within the team

Required qualifications, skills and capabilities:

• Excellent stakeholder management skills and the ability to navigate, collaborate, and influence across a matrixed organization of cross-functional teams including our CAO, Product, Digital, Technology, National Sales, Marketing, and Operations teams.
• Exceptional communication skills, comfort presenting recommendations to senior management.
• Advanced PowerPoint/PitchPro skills.
• Excellent verbal and written communication skills.
• Ability to effectively manage multiple concurrent projects and proven project management experience working autonomously in a fast-paced environment.
• Self-starter, creative problem-solver, who is highly proactive, positive, resourceful and collaborative.
• College degree or equivalent and 5+ years proven work experience.