Digital Experience Optimization, Adoption & Effectiveness ( Digital Manager -US)

TD•Mount Laurel, NJ

1d•$91,000 - $145,600•Onsite

About The Position

The Digital Manager manages the end-to-end creation, execution, and documentation of long-term, multi-year business strategies and roadmaps. The role develops innovative business capabilities and contributes to Digital business strategies by creating business roadmaps and KPIs or targets, working closely with a business unit or segment to enhance and optimize digital customer journeys. This is a highly seasoned professional role requiring substantial expertise in a complex field and knowledge of related areas. The manager integrates enterprise strategy across functions, interprets business and industry challenges, recommends improvements, and leads complex cross-functional programs. The role exercises judgment to solve problems, influences increasingly senior stakeholders, and works autonomously while guiding others in their area of expertise. The Digital Manager develops strategic plans and roadmaps for assigned capabilities, sequences capability changes and delivery, builds business cases and rollout plans, and manages capabilities through performance monitoring, sustainment, and ongoing optimization. The role focuses on improving customer journeys, supporting banking in customers’ channels of choice, and migrating sales and servicing transactions from assisted channels to Digital. It also defines success metrics, tracks outcomes, manages risks and vendor partners as applicable, and coordinates with partners across areas including Marketing, Project Delivery, Technology Delivery, and Operations. The position is based in Mount Laurel, New Jersey. The stated schedule is 40 hours. Physical requirements include continuous sedentary work, sitting, multitasking, use of standard office equipment, sustained concentration, and reading, writing, and comprehending instructions. Domestic travel is occasional; international travel is never required.

Requirements

Undergraduate degree, relevant professional certifications or designations, or equivalent.
At least 7 years of relevant experience.

Nice To Haves

Deep understanding of digital customer behavior, experience optimization, and conversion rate optimization methodologies.
Experience identifying friction points and translating customer insights into measurable business improvements.
Strong analytical mindset and ability to use customer, channel, and performance data to identify opportunities and prioritize actions.
Experience developing and executing experimentation roadmaps, including A/B and multivariate testing, personalization, and journey optimization.
Ability to connect customer experience improvements to business outcomes such as adoption, engagement, conversion, retention, and revenue growth.
Skill in synthesizing insights from VOC, web analytics, customer research, competitive benchmarking, and operational data.
Strong strategic thinking and problem-solving skills, balancing customer needs, business priorities, and technical constraints.
Stakeholder management skills and experience leading cross-functional initiatives across Product, Marketing, Analytics, Technology, CX, and Operations.
Effective communication skills, including the ability to translate complex data and optimization opportunities into compelling recommendations for senior leaders.

Responsibilities

Develop and execute long-term strategic plans and roadmaps for assigned capabilities, aligned with the broader Digital vision.
Recommend sequencing for changes and delivery of new and existing capabilities.
Develop new functionalities that complement current customer communication channels.
Collaborate with peers and business partners to align on strategic plans and capability roadmaps.
Engage senior leaders to understand and address evolving business needs.
Use qualitative and quantitative business levers to optimize complete customer journeys through process, technology, and customer experience improvements.
Support customers’ banking needs in their channel of choice, with a focus on migrating sales and servicing transactions from assisted channels to Digital.
Determine the needs, requirements, and priorities of initiatives; identify impacts, define options, and build consensus on approaches where possible.
Build business cases and define rollout plans in collaboration with senior management and other partners.
Guide working groups and business leads and advocate for assigned capabilities.
Manage ongoing capability sustainment through performance monitoring, enhancements, and optimization.
Adhere to enterprise frameworks and methodologies relating to Digital activities.
Drive the end-to-end lifecycle of assigned business capabilities, including financial ownership, optimization, sustainment oversight, user adoption, and engagement.
Support Senior Management as a subject matter expert on the next evolution of key capabilities.
Set and drive digital sales and servicing targets, optimizing distribution between assisted channels and Digital.
Participate in internal and external industry committees or conferences for assigned capabilities.
Identify and manage market, operational, and technology risks associated with the business area.
Implement process improvements that reduce costs or create capacity within assigned capabilities.
Manage vendor partners, where applicable, in defining capabilities and roadmaps.
Ensure tools are available for capability sustainment; oversee development of operations, sales, and technology support tools and templates, and ensure communication and change management strategies are in place.
Serve as a point of contact for the business and partners, including Marketing, Project Delivery, Technology Delivery, and Operations, for day-to-day inquiries and business-as-usual changes.
Define capability success metrics and track progress; develop portfolio dashboards and reporting on metrics, successes, challenges, and trends.
Seek feedback from users and support areas and business partners.
Monitor emerging issues, trends, and regulatory requirements and assess potential impacts.
Protect organizational interests by identifying and managing risk and escalating non-standard, high-risk initiatives as necessary.
Maintain a culture of risk management and control aligned with risk appetite.
Manage ambiguity and lead planning through PI Planning and other Agile efforts.
Participate fully as a team member and support a positive work environment that promotes service, quality, innovation, teamwork, and timely communication.
Provide thought leadership and industry knowledge in the area of expertise and participate in knowledge transfer.
Keep current on emerging trends and develop knowledge of the business, tools, and techniques.
Participate in performance management and professional development, including cross-training.
Keep others informed about project status, progress, and relevant day-to-day information.
Contribute to team development through mentoring, knowledge-sharing, and use of best practices.
Lead, motivate, and develop productive relationships with internal and external partners and stakeholders.
Contribute to a fair, positive, and equitable environment that supports a diverse workforce.
Act as a brand ambassador for the business area and the bank.