IrvineRecruiter Since 2001
the smart solution for Irvine jobs

Retail Banking Omni-Channel Customer Journey Owner, Vice President

Company: MUFG Union Bank
Location: Irvine
Posted on: September 12, 2020

Job Description:

MUFG is committed to the safety and well-being of our colleagues, clients, candidates, and the community as we manage the current COVID-19 pandemic. During this time, as we continue to recruit and hire exceptional talent to join our team, we are taking the necessary precautions to limit in-person contact, aligned with Federal, State, and local health recommendations and requirements. All interviews are being conducted remotely via Skype, FaceTime, or phone. Additionally, we have implemented remote on-boarding for new colleagues, as appropriate.

Thank you for your interest in exploring career opportunities with MUFG.

Retail Banking Omni-Channel Customer Journey Owner, Vice President Other Locations Irvine, Irvine, Irvine, Irvine, Irvine, Irvine, Irvine, Irvine, Tempe, Tempe

Brand

Date Posted 06/27/2020

Your potential. Your opportunity.

Description

Are you passionate about creating an exceptional client experience?

Discover your opportunity with Union Bank, a division of the Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. At Union Bank, we care about the details that matter most to our clients. We have our clients’ best interest in mind, drawing on more than 150 years of experience to understand their distinct needs and tailor our solutions. We’re part of 180,000 colleagues around the globe striving to be the world’s most trusted financial group. Trust starts with a culture of putting people first and empowering you to achieve your potential. Join Union Bank, where being inspired is expected and creating results is rewarded.

Job Summary:

This position supports the Core Banking Transformation (CBT) Program. CBT is a multi-year effort to modernize our deposits platform with a premier digitally-led and simplified ecosystem for consumer, small business, commercial, and transaction banking to deliver outstanding customer experience and provide the bank a high-reaching advantage in the market. Our customers will benefit from streamlined and automated processes that simultaneously will provide business process efficiencies and operational cost savings.

The Customer Journey Owner will be responsible for shaping the CBT vision and strategy for customer journeys across MUFG Union Bank’s lines of businesses and delivery channels, developing end-to-end customer experience, and leading the execution of this vision. In this role, you will come in with experience developing customer journeys for a large, multi-faceted organization with an emphasis on multi-channel experience (e.g. branch, phones, online/digital), identifying key moments of truth (e.g. onboarding, servicing), and discovering areas of opportunities through meaningful research methods and tools.

Management or Supervision: No

Major Responsibilities:

Develop vision, strategy, and roadmap for customer journeys.

Build customer journeys that embody the sum of experiences of our customers and span across LoBs, channels, and touchpoints.

Lead all aspects of customer personas to ensure they stay aligned with Key Target Segments and are continuously revisited to address emerging segments.

Synthesize current customer service and product offerings to develop a holistic and effective client engagement model.

Maintain current competitive landscape analysis to inform outstanding journeys across different industries.

Collaborate with LoBs and product owners to deeply understand products, product requirements, customer interactions, and gain alignment and consensus for roadmap features, functionalities, and improvements.

Define the metrics to track progress and success.

Monitor and respond to customer feedback and “own” the journey analytics to continuously engage and motivate Journey Owners to improve the client experience and prioritize roadmaps and backlogs.

Liaison with all partners to achieve outstanding client experience in alignment with goals performance indicators.

Serve as an inspiring leader for Journey Owners, the business, and technology team and assist with the prioritization of backlog functionality.

Provide leadership with recommendations on future functionality.

Work with cross-functional teams, aligning their goals to execute on multiple projects in a timely and efficient manner; drive interaction with marketing, sales, operations, and technology to deliver customer-centric products and services.

Qualifications Additional Requirements:

7+ years in a customer journey role either as a Journey Owner, Journey Manager, Customer Experience Manager, or equivalent role in a “journey-driven” organization.

Experience working on large, complex projects with multiple partners and decision-makers.

Ability to handle ambiguity, adapt to change, and solve problems.

Rigor for influencing decision-makers and owners through thoughtful and deliberate consensus-building.

Knowledge of Net Promoter Score (NPS) methodology and research expertise.

Experience partnering with field organizations including call centers and branches.

Experience working with technical teams on technology/systems changes.

Experience with process mapping and process improvements.

Customer Centricity – Passionate about customer happiness.

In-depth knowledge of agile processes and principles.

Experience with JIRA/Confluence preferred.

Outstanding communication and leadership skills.

Strong analytic, strategic, and innovative thinking as well as customer empathy.

Effective teamwork and team-building skills.

Validated ability to interact and influence management.

Outstanding presentation abilities.

BA is required or comparable work experience; MBA is a plus.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

We are committed to ensuring that our online application process provides an equal employment opportunity to all applicants, including individuals with disabilities. If you are an applicant with a disability, or are assisting an applicant with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-866-275-4717 or email us at AskHR@us.mufg.jp . Include your contact information and specific details about your requested accommodation.

We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

Keywords: MUFG Union Bank, Irvine , Retail Banking Omni-Channel Customer Journey Owner, Vice President, Other , Irvine, California

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


Diesel Mechanic - Fontana
Description: Job DescriptionAt Hogan, We Mechanic Better Whether you have years of experience
Company: Hogan Transportation
Location: Yucaipa
Posted on: 09/29/2020

Truck Drivers Class A CDL - Refrigerated, Safest in Trucking - Better Pay!
Description: Job Description Dedicated Truck Driver Jobs Hiring CDL-A Truck Drivers for our Dedicated Jobs Refrigerated Trucking is one of the safest bets in the trucking industry
Company: C.R. England
Location: Yucaipa
Posted on: 09/29/2020

Truck Driver CDL A - Great Home Time
Description: Job Description CDL A Truck Drivers Needed We offer 100 paid health care insurance, great home time and more Call 866-214-5950 to speak with a recruiter
Company: YRC Freight
Location: Yucaipa
Posted on: 09/29/2020


Regional CDL-A Truck Driver
Description: Job Description Regional CDL-A Truck Driver Jobs at Ashley Distribution Services LTD Ambassadors Wanted: Truck Driving Opportunities with Weekly Home Time Join one of America's best companies to
Company: Ashley Distribution Services
Location: Yucaipa
Posted on: 09/29/2020

Entry-Level Jobs - Drive For Lyft, Get Paid After Every Ride
Description: Job Description What is Lyft Lyft is a platform that connects drivers with individuals and organizations that need rides. In addition to helping passengers get from A to B, in select markets drivers (more...)
Company: Lyft
Location: Yucaipa
Posted on: 09/29/2020

CDL-A Truck Drivers - Dedicated Account - Immediate Placement!
Description: Job Description Dedicated Truck Driver Jobs Hiring CDL-A Truck Drivers for our Dedicated Jobs Refrigerated Trucking is one of the safest bets in the trucking industry
Company: C.R. England
Location: Yucaipa
Posted on: 09/29/2020

Full-time Amazon Package Sorter w/ $250 Sign on Bonus + Benefits (Rialto)
Description: Warehouse Team Member - Bonus Full-Time Shifts: Overnight, Sunrise, Day, Evening, WeekendLocation RialtoJob opportunities vary by location. We update postings daily with open positions.Salary Earn 15/hr (more...)
Company: Amazon Workforce Staffing
Location: Yucaipa
Posted on: 09/29/2020

Amazon Package Sorter- Immediate Openings (San Bernardino)
Description: Amazon remains open as
Company: Amazon
Location: Yucaipa
Posted on: 09/29/2020

Amazon Warehouse Worker - Part-Time
Description: Amazon remains open as
Company: Amazon
Location: Yucaipa
Posted on: 09/29/2020

Advance America: 4566-Assistant Manager
Description: Address: 34432 Yucaipa
Company: Advance America
Location: Yucaipa
Posted on: 09/29/2020

Log In or Create An Account

Get the latest California jobs by following @recnetCA on Twitter!

Irvine RSS job feeds