U.S. Bank Orchestration Leader in Owensboro, Kentucky
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Job DescriptionContact Channel Orchestration Leader
The Contact Channel Orchestration Leader develops and manages the CBBO Default and Servicing contact channel orchestration strategy. An expert in call center contact channel management, the Channel Orchestration Leader will maximize use of available contact channels to improve the efficiency and effectiveness of customer contact campaigns while also ensuring compliance with applicable contact regulations. In this role, the Channel Optimization Leader will be responsible for leading and developing the Contact Channel Management and Campaign Orchestration teams, be called upon to engage with and lead cross-functional teams of business line process owners, technology solutions experts and outside vendors toward creation of high-quality contact channel orchestration deliverables; assessing the relative strengths and weaknesses and identification of opportunities for improvement. The Channel Orchestration Leader will research key markets, industry sectors, market trends, and competitors which influence U.S. Bank and its related technologies and leverage insights to influence and prioritize the orchestration roadmap.
Responsibilities: Develop and lead Contact Channel Management and Campaign Orchestration teams Identify and structure key issues and plan research and analysis activities that generate insight to drive contact channel optimization and innovation initiatives Establish the scope of contact channel engagement, prepare proposals, and carry out research, analysis and assessment of improvement scenarios and options Perform appropriate industry and company analyses to achieve strategic insight Help impacted teams compare their current capabilities with future opportunities while highlighting the risk and identifying the changes required for success Work with a collaborative cross-functional team and other business and technology groups, providing overall direction and oversight in the creation of contact channel management and orchestration initiatives Build and manage relationships with key leaders, influencing decisions in line with business and enterprise customer contact strategy Help develop innovative, fact-based and achievable contact channel and campaign orchestration roadmaps and operating models to enable business strategies Develop strategic insights and help identify value creation and transformation opportunities For each strategy, help articulate the change program with an understanding of the implications the new strategy will have on the day-to-day, cross-functional operations of a business
Qualifications Requires a Bachelor’s degree and or 10+ years of applicable work experience assessing and planning customer contact channel orchestration, compliance and performance improvements This position requires extensive background in the definition and implementation of contact channel technology is support of contact center operations. Outstanding interpersonal, collaboration, verbal and written communication, tact and persuasion skills Outstanding organizational, managerial and facilitation skills Must be a strong visualizer experienced at working collaboratively to take ideas from concept, drafting and final design and produce clear and compelling visual journeys. Ability to effectively define and communicate technical concepts to business line leadership and operations groups Ability to manage multiple tasks/projects and deadlines simultaneously Superior knowledge of relevant operation functions, systems, policies and procedures
Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.
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U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.