Head of Client Journeys - Calgary
ATB Financial, Canada
Job Description
There’s something special about working at ATB, and it’s been recognized on every top employer list that matters. Maybe it’s our exceptional culture where your total wellness is supported through market-leading benefits and you’re free to bring your whole self to work. Maybe it’s our commitment to a growth mindset and our unrelenting thirst for making it possible for fellow Albertanseven the ones who aren’t our clients.
Whatever it is, you won’t find a more genuine, driven and knowledgeable group of humans anywhere. We foster a culture of purpose, performance and possibilities. We engage with intense curiosity, and bring our whole selves to work, every day. We know it starts with people like you, so take a chance and start with us.
Department: CXT (Client Experience amp; Technology)
Job Number: REQ7093
Location: Calgary/Edmonton
Work Arrangement: Hybrid (You’ll work both remote and onsite, where time onsite is based on your job accountabilities and performance objectives).
Apply by: February 6, 2024
Paygrade: P-OTH
Leader Name: Head of Client Experience amp; Product
As ATB's Head of Client Journeys, you will lead a multi-disciplinary team of forward thinking and client-obsessed team members in service of defining, designing and optimizing how ATB can meet and differentiate on client needs. You will seek to improve the client experience and achieve business goals by focusing on end-to-end client experience strategies, and partnering with leaders to ensure client experience is a top ATB priority. This involves understanding and identifying the client needs and pain points, and orchestrating initiatives across journeys that span people, product, process, and promotion touchpoints.
Accountabilities include:
- Driving the evolution of the Everyday and Advisory macro journeys by applying segmentation insights and targeted segments strategic plans
- Facilitating the Client Experience amp; Product intake and the request lifecycle helping assess business and client value along with the optimal experience solution
- Collaborating with Product, Intelligence and Process teams to incorporate insights and orchestrate required activities for optimization
- Working with the Business and Service Units to better understand client and team member needs
- Prioritizing initiatives based on value: client and business impact, considering level of effort and desired future state
- Leading and maturing the experience, behavioural, service and journey design practices that play a critical role in designing and optimizing our client journeys, as well as creating consistency in our products and services by developing and implementing of existing and new solutions
- Maturing the design thinking framework within the client experience centre of excellence
- Leading and advancing the Advice, Artificial Intelligence (AI) and Proof of Concepts functions that look to activate differentiated, personalized and targeted experiences through our channels and team member platforms
- Developing an operating model for ATB to become journey centric and put the client at the centre of everything we do
- Helping measure and increase client satisfaction by leveraging intelligence tools and KPIs such as our Client Obsessed Index (COI), value and effort metrics
- Collaborating with our Intelligence team to ensure the right metrics are in place to guide our strategic journey decisions, and integrate the voice of the client/team member insights
- Ensuring the client roadmaps are working in service to the key client journeys
- Oversee the Client Journeys team budget, resources, objectives and key results (OKRs) and strategic roadmaps
- Orchestrating the definition of client and market needs, the design of solutions, the execution of products and services and its continuous operations, driving revenue and client satisfaction
Requirements
- 10+ years of related experience, including in-depth experience in:
- Strategic business, journey, and product roadmapping
- Customer journey management and design
- Product management and development, physical and digital environments
- B2C and B2B experience
- Design, experimentation and emerging technologies (i.e. AI)
- User experience research, testing and design
- Customer-driven insights, voice of the client/team member, research, analytics and insights
- Program and change management
- A post-secondary degree with a focus in customer service, product, business, experience design, digital, technology or related field
- Extensive leadership experience in a matrix/highly collaborative operating model
- Exceptional interpersonal skills with the ability to build strong relationships with peer