Commercial Bank Digital Service Transformation Director

Huntington National Bank•Columbus, OH

3d•Onsite

About The Position

The Digital Service Transformation Director will lead the strategy and delivery of a modern Commercial client centric servicing ecosystem that improves client satisfaction, streamlines operations, and supports scalable growth. In this role, you will partner with Commercial business, Servicing and Operations leaders to reimagine Servicing and create a technology capability roadmap that delivers visibility in service issues, speeds resolution, and elevates client experience and colleague productivity.

Requirements

Bachelor's Degree
7+ years of experience in financial services industry and experience in development and integration of systems into businesses

Nice To Haves

12+ years of experience in Product Management, Digital Transformation, Operations, or related fields.
Demonstrated leadership in designing and delivering digital service capabilities or large‑scale transformation programs.
Proven ability to lead cross‑functional teams in a matrixed environment.
Experience developing multi‑year roadmaps and managing complex technology delivery.
Strong analytical skills with the ability to leverage data to drive decisions.
Exceptional communication, stakeholder management, and executive influence abilities.
Experience with Commercial Banking, or financial services industry
Background in workflow automation, case management, or digital service technologies.
Demonstrated ability to design client‑centric journeys and measurable experience improvements.

Responsibilities

Define the Commercial Bank’s Digital service long‑term vision, roadmap and OKR’s aligning closely with business, product, and operational partners.
Identify opportunities to modernize, simplify, and automate servicing workflows end‑to-end across digital channels.
Serve as the Digital Product leader for digital servicing capabilities, including case management, service analytics, client‑facing self-service experiences, and colleague tools.
Translate service transformation opportunities into clear product requirements, epics, and prioritized backlogs.
Ensure product delivery aligns with Huntington’s client‑first principles, regulatory expectations, and the planned growth of the Commercial Bank.
Partner with Commercial Sales, Service, Operations, Technology, and Product teams to deliver streamlined, efficient servicing journeys.
Collaborate with Commercial Segment Leaders to understand client needs, pain points, and expectations—embedding those insights into solution design.
Collaborate closely with Technology Architecture and Engineering teams to evaluate, select, and align the end‑to-end architecture, platforms, and tools required to enable the modern servicing ecosystem.
Influence technology decisions to ensure servicing capabilities are scalable, integrated, secure, and adaptable to future business needs.
Influence and align cross functional leadership on service transformation priorities and required technology investments.
As a part of the digital service roadmap, identify and deliver technology solutions to reduce manual work, service cycle times, and operational cost‑to-serve.
Partner with Data and Technology teams to implement data‑driven tools to monitor service performance, and proactively address client needs.
Build modern, intuitive service experiences that increase transparency, predictability, and ease for Commercial clients.
Enhance colleague tools to improve workflow efficiency, reduce friction, and enable faster, more informed service resolution.