Digital Process Owner

Hancock Whitney • New Orleans, LA

1d

About The Position

The Digital Process Owner – Digital Servicing is a senior individual contributor responsible for end-to-end ownership and continuous improvement of digital servicing processes across deposit and lending products. This role serves as the authoritative process and systems expert, ensuring workflows are efficient, scalable, compliant, and aligned with digital client experience objectives through cross-functional partnership across Digital, Operations, Technology, Compliance, and Risk.

Requirements

• Bachelor’s degree in Business, Technology, Engineering, or related field (or equivalent experience).
• 5–8 years of experience in digital banking, financial services, fintech, operations, or technology-enabled servicing roles.
• Demonstrated experience owning and improving complex, cross-functional processes within regulated environments.
• Strong understanding of digital banking platforms, servicing workflows, system integrations, and related technology ecosystems.
• Hands-on experience supporting deposit and lending servicing processes.
• Experience developing service blueprints, journey maps, process maps, and operational documentation.
• Strong systems thinking, analytical capability, and data-driven decision-making skills with attention to operational detail.
• Proven ability to simplify complex workflows, communicate effectively to diverse stakeholders, and influence without direct authority across teams.

Nice To Haves

• Formal Lean, Six Sigma, or equivalent continuous improvement training and practical application experience preferred.

Responsibilities

• Own and govern end-to-end digital servicing processes across deposits and lending, from customer entry point through fulfillment, servicing, and exception resolution.
• Maintain a single authoritative view of digital servicing workflows, including system interactions, operational handoffs, dependencies, and control points.
• Partner with Technology to map system-to-system integrations, APIs, vendor platforms, and internal applications; identify gaps, failure points, and automation opportunities.
• Develop, maintain, and socialize detailed process maps, service blueprints, journey maps, and supporting operational documentation.
• Define, track, and report process performance metrics tied to digital client experience outcomes, operational efficiency, risk mitigation, and scalability.
• Translate client pain points and internal friction into structured process improvement initiatives with clearly defined business outcomes.
• Collaborate cross-functionally with Product, Digital, Operations, Retail, Compliance, Risk, and Technology teams to ensure shared understanding of process design and execution.
• Support change management efforts by evaluating process impacts related to system implementations, policy changes, and regulatory updates.
• Ensure digital servicing processes align with regulatory requirements, operational risk standards, and internal governance expectations.

Benefits

• You can grow.
• You have a voice.
• You are important.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees