Digital Channels Team Leader

Western Alliance Bank•Phoenix, AZ

About The Position

As the Digital Channel Team Lead you’ll 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’ll 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. In addition, you’ll balance delivery excellence, channel health, and customer experience optimization while operating within a highly regulated banking environment 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.

Requirements

7+ years of related experience in a similar field.
Bachelor's degree in related field required; Masters or MBA in related field preferred.
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.

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.