Director, Digital Customer Leadership Strategy & Insights
About The Position
We are seeking a strategic leader to join our Digital Customer Leadership (DCL) team as Director, Digital Customer Leadership Strategy & Insights. This role is responsible for setting digital customer experience strategy to enable a cohesive enterprise roadmap for digital performance and customer experience to deliver business value. This leader will work with executive leadership and business partners to identify emerging opportunities, monitor competitive trends, inform strategic planning, and shape the capabilities needed to advance our digital ambition. The role serves as a connective tissue between customer strategy, digital execution, data insights, and executive decision-making.
Requirements
- Bachelor’s degree in Business, Marketing, Analytics, or a related field; MBA or advanced degree preferred.
- Significant experience in strategy, digital transformation, customer experience, analytics, or performance measurement, ideally within financial services or a complex, regulated environment.
- Strong strategic and analytical capabilities, with a track record of using data to drive executive decision-making and business outcomes.
- Exceptional communication, storytelling, and stakeholder influence skills.
- Familiarity with AI and agentic AI capabilities to enhance analytics, automation, and decision-making, aligned with Responsible AI principles.
Responsibilities
- Define and lead the Digital Customer Leadership (DCL) strategy, aligning to enterprise priorities, growth ambitions, and customer experience objectives.
- Translate strategy into execution by developing an integrated digital customer roadmap with clearly defined success metrics, value drivers, and measurable outcomes.
- Lead executive storytelling and decision support, translating strategy, performance, and insights into clear, compelling narratives for senior leadership.
- Drive enterprise performance management by monitoring KPIs, identifying risks and opportunities, and enabling continuous improvement in digital and customer outcomes.
- Leverage analytics and insights to set direction, priorities, and operating model for sustained impact, with a deep understanding of: opportunity sizing, target-setting forecasting, and performance modeling.
- Conduct external and internal benchmarking to identify performance gaps and differentiate customer experience and digital capabilities.
- Partner cross-functionally (Technology, Data, Marketing, Product, Operations, Segments) to embed strategy, measurement, and insights into business execution.
Benefits
- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- holidays
- vacation
- personal
- sick days
- full range of statutory leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Director
