Digital Client Experience Lead

Bank Of America Corporation Pennington , NJ 08534

Posted 2 months ago

Job Description:

Business Overview:

Retirement & Personal Wealth Solutions (RPWS) serves the core financial needs of individual clients and plan participants by connecting our capabilities across the firm. RPWS is responsible for the development and execution of a comprehensive set of personal wealth and retirement products and services through Banking, Merrill Edge and Advisory channels. RPWS provides tools and content that enables financial advisors and bankers to help their client's live better financial lives.

Job Description:

The Retirement Client Experience Digital team is seeking a seasoned Digital Client Experience Lead to help advance the development of Benefits Online, Merrill Lynch's Employer Benefits platform. The position will focus on creating engaging experiences for our end users (Participant Experience) and Plan Sponsors across web and mobile platforms that drive participant engagement and behavior changes. The ideal candidate will be a forward thinking digital native and be able to absorb and build upon the vision of executive leadership. The candidate should be able to articulate concepts from an end to end perspective in a clear and concise manner with key stakeholders and executives across the organization, and demonstrate ability to execute on that vision. The role requires a strong combination of strategic thinking, detailed tactical planning and user engagement expertise. The ideal candidate will have at least 10 years of post-college experience and have a strong background in consumer engagement experiences. Financial services experience is a plus.

Key responsibilities will include:

  • Client experience for key aspects of the Participant and Plan Sponsor experience

  • Management of key initiatives through full project life cycle from ideation and scoping to implementation and communications

  • Competitive review and analysis to stay on top of user behavior trends and apply findings to help shape business needs

  • Implement consumer engagement strategies to drive site usage and repeat visitation that leads to positive behavior change

  • Present platform strategy to both internal and external audiences including institutional plan management, consultants, and Financial Advisors

  • Develop key metrics to help track platform engagement success and corresponding business impacts on account opening and revenues

Required Qualifications:

  • Bachelor's degree

  • A digital native, with deep expertise in digital engagement experiences

  • Experience with implementing digital enhancements with a strong understanding of the latest technology and user behavior trends

  • Proficiency with Agile project lifecycles and deliverables.

  • Stronger organizational, leadership and relationship building skills

  • Detail oriented, proactively anticipates problems and executes solutions

  • Comfortable interacting with multiple levels in the organization, influencing direction without authority

  • Communicates easily and effectively with excellent presentation skills for executive-ready updates

  • Able to balance multiple and competing priorities

Posting Date: 03/18/2019

Location: Boston, MA, 225 FRANKLIN ST (MA1225), Jersey City, NJ, 101 HUDSON ST (NJ2101), Pennington, NJ, HOPEWELL BLDG. 4, 1400 AMERICAN BLVD, - United States

Travel: Yes, 10% of the time

Full / Part-time: Full time

Hours Per Week: 40

Shift: 1st shift


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