Head of Digital Experience

Position Title

Head of Digital Experience

Location

Nationwide, MI 48098

Job Summary

The Head of Digital Experience owns Flagstar's consumer digital banking experience: online and mobile account opening, digital onboarding, everyday servicing, payments and transfers, and the online and mobile banking platform those experiences run on. The role sets the standards each experience must meet, owns the business requirements that define them, and is accountable for the performance metrics they are measured against. Account origination determines how many consumer customers Flagstar acquires. Onboarding, servicing, and payments determine how many stay and how much they keep on deposit.
The Head of Digital Experience will build and lead the digital experience organization, including experience owners across each domain and shared UX design and digital analytics functions. The role establishes the operating model connecting business ownership to a dedicated engineering team under Enterprise Technology. Required qualifications include prior experience building a digital product organization within a bank, demonstrated ability to manage performance against a scorecard covering account production, deposit balances, digital adoption, activation, and retention, and the technical credibility to operate as a peer to technology partners in delivery and prioritization decisions.
This is the primary owner of Flagstar's consumer digital banking experience, from online account opening through digital servicing.

Job Responsibilities:

JOB RESPONSIBILITIES

Digital Banking Strategy and Operating Model

• Own the multi-year roadmap for Flagstar's consumer digital banking experience, including sequencing and the investment case behind it.
• Establish the operating model connecting business ownership to delivery, including decision rights, intake, prioritization, and the working cadence with Enterprise Technology.
• Define the experience domains within the function and the boundaries between them, so accountability for each customer journey is unambiguous.
• Represent consumer digital banking in enterprise technology prioritization and investment decisions.
• Partner with the Chief Marketing Officer to connect acquisition demand to the digital experiences that convert and retain it.

Performance Ownership and the Digital Scorecard

• Own a single performance scorecard for the function covering account production, deposit balances, digital adoption, activation, and retention.
• Own the digital interactions that determine whether a newly opened account becomes the customer's primary banking relationship, including online banking enrollment and first login, account funding, direct deposit setup, debit card activation and digital wallet provisioning, alerts, bill pay and transfers, in-session help and secure messaging, and dispute resolution.
• Define metric definitions, control group design, and reporting cadence so performance claims withstand review by Finance.
• Hold each experience owner to a domain scorecard that rolls into the function scorecard.
• Report performance, tradeoffs, and recommendations to the Executive Leadership Team.

Building and Leading the Function

• Build the digital experience organization, hiring experience owners across the domains and the shared UX design and digital analytics support behind them.
• Establish the standards, quality expectations, and operating rhythm that allow a small senior team to be accountable for a broad set of customer facing systems.
• Develop the capability plan that scales the function without proportional headcount growth.
• Responsible for talent management functions including: employment, performance evaluations, staff development/training, disciplinary actions, succession planning and ensuring all staff comply with compliance requirements.

Technology Partnership and Delivery

• Co-own a single roadmap and backlog with the dedicated engineering team under Enterprise Technology.
• Hold core banking, digital banking platform, and third party providers to service, quality, and roadmap commitments.
• Maintain the boundary between business ownership and platform operation, so business requirements and customer outcomes sit with the business and application support sits with technology.
• Escalate delivery risk early with a recommended path, and own the sequencing decision when delivery capacity is constrained.

Risk, Compliance, and Enterprise Partnership

• Ensure digital experiences meet risk, compliance, privacy, accessibility, and fair banking requirements by design.
• Build the governance model for digital experience decisions, including how changes are prioritized, tested, and measured.
• Partner with Consumer Product, Deposit Pricing, Marketing, Operations, Fraud, and the contact center on customer facing change.
• Represent the function in regulatory, audit, and internal control engagements affecting digital channels.
• Uses independent judgement and discretion to make decisions.
• Analyzes and resolves problems.
• May be responsible for talent management functions including: employment, performance evaluations, staff development/training, disciplinary actions, succession planning and ensuring all staff comply with compliance requirements.

ADDITIONAL ACCOUNTABILITIES

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance training. Accountable to maintain compliance with applicable federal, state and local laws and regulations.

JOB REQUIREMENTS

Required Qualifications:

• Education level required: Undergraduate Degree (4 years or equivalent)  in marketing, business, or some other related field.
• Minimum experience required: 15+ Years in digital product management, digital banking, or consumer digital experience, including senior leadership of a digital product or digital experience organization.
• Demonstrated ownership of a consumer digital account opening or digital banking platform experience with measurable customer and business outcomes.
• Track record building a digital product or digital experience function, including hiring product management and UX design talent and establishing the operating model.
• Command of funnel and lifecycle measurement, including event instrumentation requirements, control group design, and defensible attribution of business outcomes.
• Experience in an operating model where product management and design report to the business owner and engineering reports to technology.
• Working command of the risk, compliance, privacy, accessibility, and fair banking requirements governing consumer digital channels.
• Experience holding core banking and digital banking platform providers to delivery commitments.

Preferred Qualifications:

• Education level preferred: Master's Degree (or Postgraduate equivalent) in business or some other related field.
• Consumer banking experience, particularly deposit growth, digital onboarding, and digital servicing.
• Experience with a digital banking platform replacement, core conversion, or online and mobile channel convergence program.
• Experience building a function from the ground up in a matrixed organization.

Job Competencies:

• Possess deep command of the consumer digital banking funnel from account application through servicing, and of where customers are lost at each step.
• Demonstrate the ability to operate against a single performance scorecard covering account production, deposit balances, activation, and retention, and to defend it to Finance.
• Display the credibility to work with enterprise technology partners as an equal in delivery and prioritization decisions.
• Exhibit the judgment to build a small senior team accountable for a broad set of customer facing systems.
• Possess strong recruiting instinct for product management and UX design talent.
• Demonstrate disciplined prioritization across competing experience domains, and the willingness to make sequencing decisions explicit.
• Display sound judgment in a regulated environment, engaging risk and compliance early enough to shape the design.
• Exhibit executive communication, translating digital performance into deposit balance, retention, and revenue terms.
• Possess a continuous improvement orientation, managing digital banking as an ongoing product rather than a finite program.
• Demonstrate the ability to build durable partnerships across Marketing, Consumer Product, Operations, Technology, and Risk.
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.
• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.
• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.
• Physical demands (ADA): No unusual physical exertion is involved.

Flagstar is an Equal Opportunity Employer

We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment. Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank

Pay Range

$193,162.50 - $314,615.00

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, and the San Francisco Fair Chance Ordinance, as appliable.