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Digital Capabilities Director The candidate will develop and execute the multi-year digital strategy and roadmap for starting from new customer application/onboarding through customer service and retention (end-to-end). Deliver annual cost savings by achieving KPI targets. Manage all web and mobile channels at BCUS. Responsible for managing capital and operating budgets to advance our digital strategy and support the digital needs of the business. Build the case for change, demonstrate the â€˜size of the prizeâ€™, and gather ExCo buy-in for the digital roadmap to secure needed investment. Develop strategic partnerships with digital agencies, software companies, and solutions providers in the digital and marketing technology ecosystem. Drive the work of 100+ agile development resources including product owners, designers, developers, and testers â€“ responsible for planning their work, decision making, prioritization, and the customer facing product or experience. Interact directly with the CTO and CIO to deliver digital cost-to-serve improvements that include reduction in paper, reduction in call volume, reduction in phone/paper payments, reduction in complaints, reduction in phone/paper applications, and other key metrics. Interact directly with the Branded, Co-Branded, Deposits, and Consumer Lending Senior Leadership Team to present new ideas, share progress, and achieve outcomes for new customer growth and customer relationship management. Consistently and confidently present digital experiences to existing partners (Apple, American, LLB, Wyndham, Ameriprise) to improve satisfaction and prospective partners to help win new deals. Work closely with the BCUS Innovation team to ideate, design, and develop innovative digital experiences. Frequently present at ExCo meetings to evangelize our digital strategy, share progress, discuss results, and solicit feedback on critical decisions. Leverage relationships with senior digital leaders in the UK and Germany to share best practices, discuss global opportunities, and benchmark capabilities to advance the Barclaycard wide digital agenda. Problem solving skills are critical for this role as will often be presented with bank-wide challenges that need to be solved digitally - recent examples include addressing fraud issues by creating a real-time SMS experience, solving regulatory needs to capture additional customer information by developing and online profile experience, and attacking payment issues (our largest NPS detractor) by enhancing the web, mobile, and email experience to improve clarity. Four-year college degree is essential. Must have 12-15 years of experience in digital strategy and marketing. Should have 5+ years of financial services experience and digital analytics experience. UI/UX experience required. Advanced degree in Business, Computer Science, Marketing or Technology is a plus. Management Consulting experience is preferred.
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