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Omni Strategy Program Manager in Columbus at Huntington

Date Posted: 2/12/2019

Job Snapshot

Job Description

We are transforming the way we do business by changing how we think about the different types of Customer Journeys. Omnichannel will provide a consistent experience for our customers, regardless of how they chose to do business with us (online banking, branch locations, ATM's, phone support). The goal of Omnichannel is to align our people, processes, products & services, and technology across our enterprise to deliver new modern capabilities in an Agile and Iterative way.

As the Omnichannel (Omni) Optimization Product Manager, you will own the vision for how Huntington will promote self-service adoption, including branch and call center behaviors and incentives, customer and colleague promotions and communications, and branch formats. You will own the Digital Coach program which includes guiding how the 900+ coaches in each of our branches support your vision through branch huddles, field reporting and other strategies to increase excitement and engagement for our colleagues and customers.

You will apply your strategic, analytical, and problem-solving skills to improve that experience in a way that is consistent and delivers the best value to our customers and the company. You will team with world-class professionals to develop and test strategies that ultimately impact the bottom line. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation. This will enable you to both serve our customers with excellence and make an extraordinary contribution to the company.

Specific responsibilities include, but are not limited to:

  • Ownership for Digital Coach program across all 900+ branches
  • Strategy for promoting self-service adoption that leverages insights from customer/colleague feedback and industry research on best-in-class approaches
  • Colleague and customer education and communication
  • Branch incentives and promotions for colleagues
  • Customer campaigns and promotions
  • Measurement of the shift in transaction mix and impact to colleague and customer experience
  • Partnership with Marketing and Product on innovative customer programs that promote self-service from the onset of the customer relationship
  • Working with the Brand and Real Estate teams on new formats that promote engagement and self-service

Basic Qualifications

  • Bachelor's degree
  • Minimum of 7 years within branch banking, retail banking or supporting campaigns for consumer banking

Preferred Qualifications

  • Advanced problem-solving skills, grounded in data and feedback
  • Able to maintain a customer-centric view of problems and solutions that appropriately balances the company's financial results with its commitment to brand promise
  • Forward-thinking and able to extrapolate learnings and industry trends to build a roadmap for the future
  • Successful track record of delivering results in a fast paced, entrepreneurial and dynamic environment; effectively balances short and long-term goals to make meaningful progress
  • Proven ability to work effectively in a variety of situations and collaborate effectively across teams and at all levels of the organization
  • Adept at influencing stakeholders through intellect, interpersonal and negotiation skills; can quickly form strong relationships through a shared vision and mutual trust
  • Highly organized; strong program management ability
  • Excellent written and oral communication skills; able to flex style based on the audience
  • Experience in Retail Banking (sales or service) rolling out new programs to multiple branch locations
  • Proficient with Microsoft Office applications to include MS Excel, Access and PowerPoint
  • MBA or applicable certifications preferred
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.