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Channel Engagement Manager

Full-time position with Associated Bank in "Milwaukee"
Job posted January 8, 2024

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About The Role

Our Digital Delivery team is seeking a Channel Engagement Manager, to drive channel engagement across our digital capabilities that surprise and delight the customer. The Channel Engagement Manager will drive execution goals to evangelize, plan, and deliver solutions that address customer use cases and accelerate the adoption of digital banking for Associated Bank Retail, Business and Consumer Lending customers and our colleagues. The CEM will partner with executive leadership, other line of business, 3rd party and Fintech partners to prioritize the engagement roadmap. This leader must have keen business judgment, be decisive, in tune with the “pulse of the customer and have the ability to negotiate when discussing trade-offs with key stakeholders or the team. Included in this role is the responsibility for the management of Digital Delivery’s key engagement and performance reports, as well as utilizing the data and analytics to understand customers preferences to drive Digital Delivery’s engagement strategy, and objectives. The Channel Engagement Manager will also guide change management planning and execution in support of platform releases (digital, voice/IVR, and sales).
Job Accountabilities

Provide input to the ongoing process of improving customer and colleague experience.
Monitor and maintain specific reporting and dashboard details, and creates standard or ad hoc performance reports.
Help develop, manage and drive quality and timeliness of engagement initiatives that achieve adoption and usage growth targets.
Guide change management planning and execution in support of broad Platform Modernization strategies.
Create/modify/manage presentations for channel engagement transformation initiatives being handled.
Build relationships with the service providers (internal/external) that support the Digital Delivery team to continuously explore opportunities to increase the business value of products and services received.
Maintain a prioritized backlog of user stories to deliver exceptional customer experiences.
Serves as subject matter expert for engagement solutions, such as lead management, onboarding and related AI tools.
Engage with stakeholders to define and implement end user testing and concept validation, and to gain insights and identify customer/employee needs and solutions.
Establish, manage, and accountable for OKR’s (objectives and key results) for assigned channel engagement initiatives.

Education

Bachelor’s Degree or equivalent combination of education and experience Information Technology, Business, Finance or related field required. Required

Experience

6-8 years Project management experience, e.g. setting achievable timelines for initiatives, managing milestone delivery, and communicating project details effectively (verbal and written) required. Required
5-7 years Previous experience of influencing and working cross functionally in a complex matrix environment with sound judgment and strong interpersonal skills. Required
6-8 years Strong business acumen, enterprise mindset with partnering and influencing skills. Required
6-8 years Strong analytical and communication skills both spoken and written. Required
In addition to core traditional benefits, we take pride in offering benefits for every stage of life.

Retirement savings including both 401(k) and Pension plans.
Paid time off to volunteer in your community.
Opportunities to connect with others through our diversity-focused Colleague Resource Groups.
Competitive salaries with professional development and advancement opportunities.
Bonus benefits including well-being programs and incentives, parental leave, an employee stock purchase plan, military benefits and much more.
Personal banking, loan, investment and insurance benefits.


 

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