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Regular or Temporary:
Regular
Language Fluency: English (Required)
Work Shift:
1st shift (United States of America)
Please review the following job description:
Review and document the end-to-end client journey across multiple processes and channels to better understand the client experience, identify friction in the process and make recommendations for client experience improvements. Conduct quantitative and qualitative analysis to review the client experience across systems, channels and processes from a client’s perspective. Create a unified client experience through strong collaboration and partnership between channel and process owners.
On February 7, 2019, it was announced that SunTrust Banks, Inc. and BB&T Corporation intend to merge, with the combined entity to be named Truist Financial Corporation (“Truist”). The merger is subject to regulatory approval, and BB&T and SunTrust remain separate and independent companies until the merger closes. This position, which would be for a role with Truist or an affiliate, is contingent upon the merger receiving regulatory approval and closing.
Job Duties:
- Provide CJ program governance across DCAM and other areas of the bank
- Own library of test approaches and process documentation & manuals
- Develop and deploy methodology updates across stakeholders
- Maintain “Learn-Do-Teach” approach for spreading smart tech best practices through Bus
- Coordinate change management activities, including stakeholder management & change management set up, planning, and execution
- Develop and disseminate relevant program information, communications & Client Journey messaging
- Design and coordinate Client Journey training program to address key areas of development (e.g. agile, new ways of working, lean)
- Collect and maintain relevant documentation, knowledge, and materials on Client Journey
- Coordinate activities with business partners (HR, Finance, Risk, Compliance, Audit, etc.); working to keep those business partners fully informed as to journey work and manage/remediate concerns and information requests from those teams and from the journey architect to those teams
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Reporting & Monitoring across the various journey rooms, coordination & knowledge sharing with Scrum masters across the Client Centricity Team and DCAM at large
- Track and support Intelligent Operations initiatives
- Report progress to key stakeholders, assuring alignment across areas
- Surface and resolve obstacles to smart tech solutions adoption objectives
Minimum Requirements:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor’s degree required in related subject, MBA or Graduate degree preferred or equivalent education and related training with experience in finance and business case generation
- Passion for exceptional client experience.
- Demonstrated ability to work with the LOBs to meet revenue and experience goals and manage targeted efforts.
- Excellent ability to both conceptualize at the strategic level and manage tactical execution of objectives.
- Proven ability to help develop a business case, present and seek approval for said case and manage actual work to business case projections
- Demonstrated ability to manage annual budgets with ability to perform a gap analysis and financial impact analysis.
- Demonstrated ability to manage large, complex projects having significant impact of Company performance.
- Polished and professional presentation skills, as well as verbal and written communication skills.
- Strong attention to detail while focusing on strategy and high-level opportunities, relationship management and integration skills.
- Exceptional personal confidence and commitment to excellence.
- Ability to clearly document a vision and tell compelling stories.
- Demonstrated proficiency in basic computer applications, such as Microsoft Office software products with attention to Excel and other finance software tools
- Ability to travel, occasionally overnight.
Preferred Requirements:
- Project Management Qualifications
- Documented Agile/Scrum Experience
Process capture & documentation experience
10. Exceptional personal confidence and commitment to excellence
11. Ability to clearly document a vision and tell compelling stories
12. Ability to perform a gap analysis and financial impact analysis
13. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
14. Ability to travel, occasionally overnight
Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.
Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.
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Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.
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