Principal, Digital & Assisted Channels

Valley Bank • New York, NY

10h

About The Position

This role involves leading the definition and evolution of end-to-end digital experiences and platforms, ensuring they are cohesive, intuitive, and scalable across products and channels. The position requires applying systems thinking to connect customer needs, product capabilities, technology, and operational processes into unified solutions. The individual will establish and maintain standards, frameworks, and best practices to elevate quality, consistency, and efficiency. A key aspect is influencing strategy, prioritization, and decision-making across cross-functional teams without direct authority. The role also focuses on designing and improving complex customer journeys, addressing friction points across digital, physical, and assisted touchpoints, and driving the integration of emerging technologies like AI into customer experiences and internal workflows responsibly and effectively. Utilizing data, research, and performance insights to identify opportunities, inform decisions, and continuously improve experience and platform outcomes is also crucial.

Requirements

• Strong systems thinking with the ability to connect customer experience, technology, and operations.
• Deep understanding of UX principles, interaction design, and digital customer journeys.
• Demonstrated ability to influence cross-functional teams in a matrixed organization.
• Excellent communication and storytelling skills, especially for complex concepts.
• Ability to define long-term experience vision while balancing near-term delivery priorities.
• High School diploma or GED equivalent and a minimum of 8 years in digital product management, UX design, service design, or related fields.
• Proven experience working on digital platforms or ecosystems spanning multiple products or channels.

Nice To Haves

• Business degree in Business, Design, Technology, or related field.
• Background in service design, journey mapping, or design systems.
• Familiarity with AI-enabled products and responsible AI design principles.
• Experience working across digital and assisted channels.

Responsibilities

• Lead the definition and evolution of end-to-end digital experiences and platforms, ensuring they are cohesive, intuitive, and scalable across products and channels.
• Apply systems thinking to connect customer needs, product capabilities, technology, and operational processes into unified solutions.
• Establish and maintain standards, frameworks, and best practices that elevate quality, consistency, and efficiency across the organization.
• Influence strategy, prioritization, and decision-making across cross-functional teams without direct authority.
• Design and improve complex customer journeys, addressing friction points across digital, physical, and assisted touchpoints.
• Drive the integration of emerging technologies, including AI, into customer experiences and internal workflows in a responsible and effective way.
• Use data, research, and performance insights to identify opportunities, inform decisions, and continuously improve experience and platform outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: High school or GED