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The Cards Omni-Channel Journey team is responsible for setting the vision, strategy, and roadmap to deliver the best in class customer experiences for Client's Card customers. The team’s primary focus is to transform key service journeys that have the highest usage and emotional impact, thereby increasing customer engagement and revenue growth. To achieve our objectives, the team has established a customer first design approach that puts the our customers at the center of everything that Client does as well as leverage agile operating models to accelerate development progress to drive innovation. The Card Omni-Channel Journey team is 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 VP, Replacement Card Journey Owner role and will support the Journey Owner in delivering best in class customer experience for the Client's cardmembers.

Specific responsibilities include:

· Partner with VP Journey Owner to define and develop the KPIs for entire Replacement Card Journey as well as each feature. Identify ways to track and monitor the metrics on an on-going basis

· Create a scorecard that showcases results and can be used for internal distribution with senior management

· Lead interaction with the Analytics teams to ensure alignment and execution on the customer’s actions for each of the channels

· Monitor customer feedback as it pertains to the Replacement Card Journey and identify pain points and new enhancements

· Assist the Product Owner to work with the Agency to create the UI experience. Manage the calendar and ensure that all deliverables are being met for each launch release.

· Liaison between the design team and the developers to ensure that all deliverables are being met.

· Lead the agency on all customer facing copy and work with legal/compliance to gain approval

· Participate in agile sprint planning sessions and assist with developing requirements and testing plan

· 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.

· Develop training materials for Customer Service Reps for each launch

· Partner with internal communication team to develop launch announcements and on-going communications

This is an urgent opening with one of our banking client at Long Island City, NY. Hiring manager is actively interviewing candidate will close this position ASAP. If you are interested and a good match please respond to this posting with your recent updated copy of resume to rahulp(at)mindlance.com - or - you can reach me on my direct number 732-307-9778.

Regards,

Rahul