Dir, Customer Engagement Advisory Tools

Job DescriptionResponsibilities include but are not limited to:Lead Generation & DistributionOwn the strategy, routing logic, and prioritization frameworks for internal lead generation across all channels.Define and track lead health metrics--utilization rates, work rates, and conversion to pipeline--and drive continuous improvement against each.Serve as business product owner for lead management platforms; translate field experience into clear product requirements and backlog priorities.Pipeline & CRM EffectivenessOwn and optimize the end-to-end pipeline and CRM ecosystem, driving efficient lead-to-close workflows, reducing administrative burden, and maximizing frontline selling effectiveness.Leverage data, AI, and automation to enhance prioritization and insights, while simplifying workflows, improving platform adoption, and partnering cross-functionally on continuous enhancement and change management.Customer Profiling & Advisory ToolsOwn and evolve customer profiling and advisory tools, embedding AI-powered insights, segmentation, and next-best-action guidance to enable personalized, data-driven client engagement. Ensure seamless integration of customer intelligence into frontline workflows, partnering with data and analytics teams to continuously improve accuracy, relevance, and usability.Account Opening & Origination Platform LiaisonServe as the business lead for account opening and origination platforms, partnering cross-functionally to ensure solutions are intuitive, efficient, and aligned to frontline and client experience needs. Optimize origination workflows and performance by identifying friction points, leveraging field feedback and data insights, and driving prioritized enhancements to improve conversion, efficiency, and user experience.Frontline User Experience (UX) OwnershipEstablish and govern UX standards across sales enablement tools, ensuring simplicity, consistency, and alignment with frontline workflows and needs. Lead structured pilot programs for new capabilities, synthesizing field feedback to inform go/no-go decisions and drive resolution of issues prior to full-scale deployment.Voice of the Banker & Field LiaisonServe as the primary liaison between Retail, SMB, and Mortgage channel teams and Technology/Product organizations, ensuring frontline needs are consistently reflected in platform decisions.Establish structured mechanisms--advisory boards, listening sessions, ride-alongs--to capture and synthesize field feedback.Represent banker and client experience needs in roadmap planning, product review sessions, and enterprise technology governance forums.Backlog Prioritization & Product PartnershipTranslate frontline needs into clear business requirements and manage the product backlog to ensure priorities align with business outcomes and field impact. Act as business product owner within agile processes, driving decisions on scope, prioritization, and trade-offs to balance user needs, platform capabilities, and strategic objectives.Continuous Improvement & AdoptionDrive continuous process improvement by identifying opportunities to automate manual tasks, simplify workflows, and enhance overall efficiency through smarter tooling. Leverage adoption data, performance metrics, and field feedback to prioritize and deliver high-impact enhancements on an ongoing basis.Job RequirementsRequired Skills:Working knowledge of sales processes, pipeline management, and CRM systems.Basic ability to analyze performance data and identify improvement opportunities. Ability to support process improvements and workflow enhancements. Ability to collaborate effectively across teams in a matrixed environment. Strong communication skills with ability to translate business needs into clear actions.Required Experience:Bachelor's degree in Business, Finance, Information Systems, or a related field; advanced degree a plus.Minimum of 10 years in sales enablement, product management, or a related role within financial services or a comparable regulated industry.Deep knowledge of Retail, SMB, and/or Mortgage sales processes and banker workflows in a large consumer bank or financial institution.Demonstrated experience as business product owner for CRM platforms (Salesforce or equivalent), including backlog management and requirements development.Proven track record driving measurable improvements in tool adoption, sales productivity, or conversion outcomes.Strong stakeholder management and ability to influence Technology, Product, and field leadership without direct authority.Excellent written and verbal communication, including executive-level presentation skills.Preferred Experience:Advanced degree a plus.Director-level experience within a top 25 U.S. retail bank.Familiarity with agile product delivery and sprint-based development cycles.Knowledge of customer segmentation, next-best-action, or propensity modeling platforms.Experience managing lead management systems at scale (100,000+ leads annually).Job DetailsJob Type: Full-timeCategory: Consumer BankingSalaried: Salaried