BBVA Compass Customer Journey Manager in birmingham, Alabama

Overview

At BBVA, we are working to make banking better for everyone. That is where you come in. We are looking for smart, team oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience. Learn more below.

As a Customer Journey Manager, you will play a key role in transforming customer journeys. You will help define the transformed customer journey and be responsible for translating the vision into an actionable business case and delivery plan either within a interdisciplinary team or within a specific journey. You will lead the translation of the future vision into specific features which will then be built in an agile way.

This role presents you with an opportunity to continually challenge the business to be innovative and apply a customer-centric design approach across every marketing channel.

Responsibilities

You will:

  • Influence and collaborate with cross discipline design teams to create end-to-end customer centric designs incorporating design thinking, customer experience, as well as traditional and digital content to drive significant change to the end user experience.

  • Use industry knowledge and customer drivers to research and develop key ‘points of view’ and make recommendations of how to develop our propositional, business, process and technical capabilities.

  • Continually challenge the business to drive for innovation; “think out of the box” and be industry leading in design.

  • Work with business stakeholders to quickly resolve business design and delivery issues and support/drive escalations where required to protect best in class design and experience.

  • Problem solve with the team on specific delivery, design and strategic issues.

  • Support design thinking by preparing and reviewing ‘thought observations’, process/system maps, data analysis and research findings.

  • Advocate of Behavioral Economics in the organization (here Global can provide material and additional training but I would have this profile as SPOC for Behavioral)

  • Understand and apply the "Personas" brand profiling segmentation and apply them on creative assets.

  • Understand and apply "marketing performance" concepts to creative assets

  • Promote A/B Testing as a "way fo life"

Qualifications

  • 3-5+ years of professional related experience

  • Strong track record of qualitative and quantitative results impacting product strategy and development

  • Ability to collaborate with a wide set of stakeholders including designers, product managers, and software developers

  • Ability to execute in a fast-paced, agile environment

  • Excellent communication skills, with the ability to distill complex ideas to their essence

Job ID 2018-113728

Site Name AL-BIRMINGHAM-BIRMINGHAM SERVICE CENTER

Category BUSINESS DEVELOPMENT USA

Work Location US-AL-BIRMINGHAM

FLSA Status EXEMPT

Type FULL TIME

EOE Statement Equal Opportunity Employer - Minority/Female/Disability/Veterans.