Digital Channels Team Leader

Western Alliance Bank • Phoenix, AZ

4d • Onsite

About The Position

As the Digital Channel Team Lead, you will be responsible for the execution, stability, and continuous improvement of Western Alliance’s digital banking channels, supporting both Commercial and Consumer Banking experiences across online and mobile platforms. In this role, you will serve as a key execution leader at the intersection of Product, Technology, Operations, Risk, Compliance, Marketing, and Client/Customer Support, ensuring digital capabilities are delivered with predictable execution, strong controls, and measurable customer and business outcomes. You will balance delivery excellence, channel health, and customer experience optimization while operating within a highly regulated banking environment. You will lead execution of enhancements across online and mobile banking channels supporting both consumer banking journeys and commercial banking capabilities. You will partner closely with Product, Technology, and UX teams to ensure solutions are scalable, secure, and aligned to enterprise standards. You will drive Agile delivery routines including backlog prioritization, sprint planning, dependency management, and release readiness. You will lead a team responsible for the delivery, stability, and continuous improvement of digital banking channels across customer-facing and internal experiences. You will own intake, prioritization, and execution of digital channel enhancements, defect remediation, and lifecycle changes in alignment with approved roadmaps and governance processes. You will ensure digital channel capabilities meet defined business objectives, customer experience expectations, and operational readiness standards. You will coordinate digital release planning, scope, and dependencies across Product, Technology, Operations, Risk, and Compliance. You will ensure adherence to SDLC, IT change management, audit, and regulatory requirements. You will support business readiness for releases, including operational procedures, training materials, and internal or external communications as needed. You will monitor post-release performance and customer impact, driving rapid remediation when necessary. You will partner with Risk, Compliance, Fraud, and Legal teams to identify and mitigate risks associated with digital banking capabilities. You will ensure digital processes meet regulatory requirements and internal control standards across both consumer and commercial use cases. You will support audits, issue management, and ongoing control testing related to digital channels. You will define, track, and report on key performance indicators (KPIs) including adoption, engagement, reliability, servicing efficiency, and customer experience. You will use data, customer feedback, and operational insights to prioritize enhancements and continuous improvements. You will support experimentation and optimization efforts (e.g., journey improvements, usability enhancements, process simplification). You will provide day-to-day leadership for a small team (e.g., digital analysts, product owners, product managers), including prioritization, coaching, and performance feedback. You will act as a primary connector across Commercial Banking, Consumer Banking, Technology, Operations, Marketing, and Risk. You will foster a culture of accountability, disciplined execution, collaboration, and customer-first decision making.

Requirements

• 7+ years of related experience in a similar field.
• Bachelor's degree in related field required.
• Previous leadership experience required.
• Advanced knowledge of general financial services or banking products and services.
• Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Advanced knowledge of banking products, including treasury management, credit cards, as well as pricing dynamics.
• Market specific awareness.
• Intermediate to advanced Experience delivering online and mobile banking experiences in a regulated environment.
• Intermediate to advanced experience working with Agile delivery teams and cross‑functional stakeholders.
• Strong understanding of digital servicing, operational workflows, and customer/client journeys.
• Familiarity with payments, entitlements, onboarding, fraud controls, or digital servicing operations.
• Prior experience leading or mentoring teams.

Nice To Haves

• Masters or MBA in related field preferred.

Responsibilities

• Lead execution of enhancements across online and mobile banking channels supporting both consumer banking journeys and commercial banking capabilities.
• Partner closely with Product, Technology, and UX teams to ensure solutions are scalable, secure, and aligned to enterprise standards.
• Drive Agile delivery routines including backlog prioritization, sprint planning, dependency management, and release readiness.
• Lead a team responsible for the delivery, stability, and continuous improvement of digital banking channels across customer‑facing and internal experiences.
• Own intake, prioritization, and execution of digital channel enhancements, defect remediation, and lifecycle changes in alignment with approved roadmaps and governance processes.
• Ensure digital channel capabilities meet defined business objectives, customer experience expectations, and operational readiness standards.
• Coordinate digital release planning, scope, and dependencies across Product, Technology, Operations, Risk, and Compliance.
• Ensure adherence to SDLC, IT change management, audit, and regulatory requirements.
• Support business readiness for releases, including operational procedures, training materials, and internal or external communications as needed.
• Monitor post‑release performance and customer impact, driving rapid remediation when necessary.
• Partner with Risk, Compliance, Fraud, and Legal teams to identify and mitigate risks associated with digital banking capabilities.
• Ensure digital processes meet regulatory requirements and internal control standards across both consumer and commercial use cases.
• Support audits, issue management, and ongoing control testing related to digital channels.
• Define, track, and report on key performance indicators (KPIs) including adoption, engagement, reliability, servicing efficiency, and customer experience.
• Use data, customer feedback, and operational insights to prioritize enhancements and continuous improvements.
• Support experimentation and optimization efforts (e.g., journey improvements, usability enhancements, process simplification).
• Provide day‑to‑day leadership for a small team (e.g., digital analysts, product owners, product managers), including prioritization, coaching, and performance feedback.
• Act as a primary connector across Commercial Banking, Consumer Banking, Technology, Operations, Marketing, and Risk.
• Foster a culture of accountability, disciplined execution, collaboration, and customer‑first decision making.

Benefits

• Competitive salaries
• Ownership stake in the company
• Medical and dental insurance
• Time off
• Great 401k matching program
• Tuition assistance program
• Employee volunteer program
• Wellness program
• Opportunity to bolster business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level