Digital Process Owner

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JOB FUNCTION / SUMMARY:

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.

ESSENTIAL DUTIES & 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.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

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

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Ability to travel if required to perform the essential job functions
• Ability to work under stress and meet deadlines
• Ability to operate related equipment to perform the essential job functions
• Ability to read and interpret a document if required to perform the essential job functions
• Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.