Email Strategy Leader - Pre & Post Charge Digital Collections

U.S. Bank • Horsham, PA

23h

About The Position

The Digital Collections Email Strategy Lead is responsible for the design, execution, and continuous optimization of pre and post charge off email strategies that drive digital self-service adoption, improve payment outcomes, and support credit loss mitigation. This role owns end to end delivery of automated and manual email campaigns, with a strong emphasis on dynamic email templates, variable driven content, and configuration-based eligibility logic. The position partners closely with technology teams and vendors to ensure releases are delivered on time and without defects, including UAT, formal signoff, and post release monitoring. This leader also partners with cross functional teams to design and implement a holistic orchestration and Next Best Action strategy across digital and agent-based collections channels.

Requirements

• 10 or more years of applicable experience.
• Applicable professional certifications.
• Bachelor's degree, or equivalent work experience.

Nice To Haves

• Experience with database backed rules and criteria management for automated communications (for example, maintaining eligibility tables, variable value tables, trigger timing tables).
• Experience designing and executing structured experimentation plans for messaging and content variants.
• Experience partnering with Agile technology teams and external vendors to deliver customer communications capabilities end to end.
• Experience in the financial services industry, Default Management specifically.
• Digital Customer Journey experience.
• Understanding of applicable laws, regulations, financial services, and regulatory trends that impact default management.
• Strong presentation, relationship building and negotiation skills.
• Excellent verbal and written communication skills.
• CSS and HTML experience.
• SAS and/or SQL experience.
• Excel competence.

Responsibilities

• Own the proactive email engagement strategy across delinquency and charge off stages, including content, cadence, targeting, sequencing, and channel integration as applicable.
• Define customer journeys by segment, including tone and offer structure, and drive test and learn to improve outcomes.
• Manage end to end execution of manual email campaigns, from account selection through deployment, evaluation, and optimization.
• Own the dynamic email template ecosystem, ensuring templates, variables, and eligibility logic work together correctly across products and stages.
• Maintain and validate the configuration tables that drive dynamic email processing and eligibility, including toggles and criteria tables used to enable processing and determine which templates are applied.
• Manage dynamic template mappings and variable population logic, including nested variable structures.
• Partner with technology teams to deliver and validate dynamic templates through environments, including IT and UAT, and provide formal business signoff for promotion.
• Analyze campaign performance, interpret customer behavior insights, and recommend changes to improve funnel outcomes and digital engagement.
• Develop standardized reporting and KPIs for email execution and outcomes, supporting control reporting and audit readiness.
• Prepare executive summaries and updates for leadership, including clear articulation of in flight initiatives and outcome impacts.
• Own the content testing roadmap for dynamic collection email templates and execute structured A/B testing plans.
• Manage vendor and technology partner delivery for email strategy execution, ensuring timelines, handoffs, and deliverables are met, and monitoring all parties involved to ensure flawless execution.
• Define and optimize internal and external processes, including documentation of existing processes and upkeep activities as part of a sustainable BAU operating model.
• Partner with cross functional teams to design and execute a holistic orchestration and Next Best Action strategy that integrates digital and agent-based outreach.
• Define customer segmentation and communications journeys to determine content, channel sequencing, cadence, and tone by risk, behavior, and delinquency stage.
• Own and maintain the rules, eligibility criteria, and decision logic that drive automated communications across pre and post charge off.
• Translate strategy into scalable, system‑driven configurations that ensure consistent, compliant, and timely delivery of communications.
• Monitor performance and refine rules and journeys to optimize engagement, payment outcomes, and operational efficiency.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Senior