Director of Journey Architecture and Business Relationship

Truist•Raleigh, NC

About The Position

At Truist, we believe exceptional experiences–both for our clients and teammates–are designed with intention. Our Journey and Service Design team plays a critical role in transforming the way people interact with financial services by applying human-centered design, behavioral science and data-driven insights. We focus on understanding needs, mapping end-to-end journeys and designing seamless, intuitive and impactful experiences that drive both client satisfaction and operational excellence. The Journey and Service Design team at Truist works closely with business partners to build holistic, longitudinal journeys that span products, platforms and touchpoints. Together, we create experiences that are not only intuitive but also operationally feasible by considering the interplay between people, process and technology. Our team also collaborates closely with various research and analytics partners, leveraging qualitative insights and quantitative data to inform our work. In addition, we work across many cross-functional teams, facilitating multidisciplinary conversation fostering alignment across diverse perspectives. By identifying opportunities and shaping strategic recommendations, we help guide the future of both client and teammate experiences, ensuring the right problems are explored and addressed in meaningful ways.

Requirements

10–12 years of business experience, including:
Demonstrated leadership in strategy, product, client journey management, and/or service delivery.
Management and/or consulting experience, especially in a matrix management environment.
Experience in Agile environments and process improvement methodologies (e.g., Design Thinking, Zero-Based Design).
Strong strategic thinking, business judgment, and analytical skills.
Outstanding communication, interpersonal, and influencing skills.
Proven ability to operate independently, lead teams, and drive change in large, complex organizations.
Strong experience in innovation, automation, and business case creation.

Nice To Haves

Experience in regulated industries and top consulting firms.
Passion for digital, mobile, and innovative technologies.

Responsibilities

Provide solution guidance and experience leadership while maintaining ongoing partner relationships to understand needs, goals, and deliver tailored solutions.
Manage and direct cross-functional teams (Business Relationship Team) to define and vet solutions and experience improvements.
Collaborate with program sponsors and senior management to ensure successful understanding and prioritization of initiatives.
Facilitate the prioritization of initiatives based on enterprise strategy, LOB imperatives, and client needs.
Coordinate with partners to create a cohesive narrative about the strategy and value delivery of experiential enhancements.
Facilitate regular reporting to partners on progress, risks, and key performance indicators (KPIs). Serve as first responder for questions from partners on these items and facilitate escalation to SMEs, where appropriate.
Act as end-to-end experience product or initiative owner for assigned journeys driving from problem definition to ideation to creation and socialization of recommended actions.
May lead a team of Journey architects and Service Designers that will define, design and prioritize recommendations that enhance the client journey. Teams will develop strategies by analyzing qualitative and quantitative data about client and teammate experiences, and developing new concepts and innovations. Solutions can take the form of improvements in interactions, features, processes, or communications.
Partner with segment leaders, platform owners, product owners, marketing partners, finance and others to define, design, develop the business cases to implement experiences and help shape the Truist strategy through journeys.
Lead reviews with leadership on Journey recommendations and shepherd recommendations for socialization and prioritization with Business Relationship Team

Benefits

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.
Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume