Client Journey Architect at SunTrust

| Charlotte, NC
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Job Description :

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If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility or call 877-891-2510 (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Language Fluency: English (Required)

Work Shift:
1st shift (United States of America)

Please review the following job description:

Truist is on the verge of a big move-a move that aims to alter the course of banking as we know it. And to do that we are looking for some unique talent. Our rapidly growing team is looking for the best people to join our cause to drive Journey-led transformation. If you're passionate about your craft, driven to create change, and interested in joining a team doing transformative work, let's talk.

Job Purpose

Are you passionate about the client?
  • The Client Journey Architect position supports the development of a holistic prospect and client experience strategy that enables the delivery of positive, meaningful interactions across all touchpoints.
  • You will orchestrate updating and maintaining the evolving client experience and drive alignment across current state processes as well as the vision for future state.
  • You will influence design and prioritization decisions that enhance the client experience through improvements in products, processes, communications and 'moments that matter' interactions.
  • This role is a key liaison with internal teams such as financial product development, operations, marketing, digital product development, design, technology, legal, risk and compliance. This role must ensure that gaps in the prospect and client experience - wherever they may occur in the journey - are addressed.
  • Success will be evident through the alignment with company priorities and client sentiment measurement expectations.

Key responsibilities
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
  • Lead cross-functional teams
  • Facilitate progress check-ins/stand-ups and planning with business, design and technology partners
  • Managing concurrent efforts in a fast-based, results-driven environment
  • Orchestrate partners to garner a deep understanding of the competitive landscape, our client segments and that segment's needs
  • Drive partner alignment and approvals including legal, compliance, security, fraud and others as needed.
  • Collaborate with a wide variety of partners to align on strategy and develop a delivery roadmap that supports client and business goals.
  • Forecast and measure impact of future state solution
  • Collaborate and engage key stakeholders, including lines of business, operations, and other functional areas in the planning and execution of end-to-end client experiences.
  • Track and manage complex interdependencies - people, processes, data & technology
  • Communicate the future state vision, priorities and efforts required, as well as timeline with subject matter experts
  • Manage the backlog of ideas and a central view of change occuring in each of the client experience(s)
  • Collaborate and track product metrics to inform strategy and roadmap, sharing analysis with partners
  • Work with partners to drive the necessary client and teammate facing readiness across all channels
  • Communicate best practices and Journey methodology to relevant stakeholders at all levels of the business.
  • Establish an extensive knowledge of the people, tools and processes behind a given client journey

Risk management
Ensure all the companies process & procedures are followed, supporting security, risk, audit, and more, and ensure action items and deadlines are met. Support risk presentations, working with other partners on evidence to support recommendations.

Skills and Qualification
A Truist Client Journey Architect requires a strong human-centric perspective complimented with business acumen, including the ability to drive improvements cross-functionally, the people skills to foster a customer-centric culture, and the analytical mindset to tie experience improvements to tangible business outcomes. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Experience operating in a Client Journey Room or Journey-led transformation environment
  • Experience leveraging human-centered and agile processes and principles
  • Experience in communicating cross-functionally and across management levels in formal and informal settings
  • Equal enthusiasm for high-level strategic planning and tactical daily execution
  • Experience defining/driving vision of experience programs and/or partnership based programs
  • Strong portfolio of work demonstrating experience leading/managing the design of complex systems across multiple platforms
  • Ability to clearly articulate recommendation & decisions and understand the right questions to ask based on the audience for feedback
  • Proven ability to use data analytics, research and testing methodologies to drive business decisions, diagnose problems, and recommend action plans to resolve issues
  • Ability to lead cross-functional teams without formal authority
  • Comfortable managing concurrent efforts in a fast-based, results-driven environment
  • Comfortable with ambiguity, leading work autonomously, and making independent decisions
  • Experience in roles requiring strong communication and interpersonal skills & the creation and delivery of succinct presentations to explain and sell plans/vision as well as understanding the right questions to ask based on the audience for feedback
  • Excellent discovery and facilitation skills (e.g. empathy interviews, Design Thinking, workshop development) as well as the ability to succinctly communicate findings and negotiate to deliver outcomes
  • Deeply passionate about the customer and ensuring their perspective is protected through the Client Journey Room
  • Excellent organizational and time management skills
  • Sharp analytical and problem-solving skills
  • Creative thinker with a vision
  • Attention to details
  • Experience utilizing design thinking and prior journey experience

Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Bachelor's degree in related subject, or equivalent education and related training
2. Three or more years of experience in client experience, insights, process management and/or product development
3. Three or more years' experience in an Agile work environment
4. Experience with the use of quantitative and qualitative research tools and data to guide the creation of client experiences, interactions, and flows
5. Demonstrated ability to manage large, complex efforts having significant impact of Company performance, meting revenue and experience goals
6. Polished and professional presentation skills, as well as verbal and written communication skills with particular emphasis on presentation skills
7. Proficiency in basic computer applications, such as Microsoft Office software products
8. Exceptional personal confidence and commitment to excellence
9. Ability to travel, occasionally overnight

Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.

Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.

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More Information on SunTrust
SunTrust operates in the Fintech industry. The company is located in Atlanta, GA. SunTrust was founded in 1891. It has 15500 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 315 open jobs at SunTrust, click here.
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