Job Title

Job Title: Digital Marketing Analyst Job location : New York, New York Duration: 24 month Job Description: CPP and Proactive Servicing Program Lead The CPP and Proactive Servicing Program Lead role will report directly into the SVP, Proactive Servicing Strategy and plays a critical role in helping to define and drive the Proactive Servicing strategy across US client's Consumer organization. Client is focused on implementing a global Proactive Servicing strategy that puts the customer at the center. All efforts will focus on anticipating and resolving a customer's needs via new or enhanced capabilities, communications, agent enablement, etc. Customer Pain Points (CPP) will be identified in unison with the Customer Experience Team. Collaboratively finding solutions and building business cases for viable solutions that align with the key strategic priorities. The CPP and Proactive Servicing Program Lead will be responsible for building project plans, presentations, meeting materials, research, and development of communications. A key component of this role will be interfacing with key partners in support of Retail Bank, Branded Cards, Wealth, and CRS efforts and tracking progress of all Proactive Servicing initiatives across the organization. The ideal candidate will be able to think strategically and solve complex business problems creatively, with optimism and poise. Candidates are a self-starter with relentless curiosity and comfortable in a fast-paced, ambiguous environment with competing priorities. Candidates are a digital enthusiast who champions progress and best-in-class digital experiences. Candidates are a team player and enjoy working with cross-functional groups to achieve a common goal. The Proactive Servicing Program Lead, is specifically responsible for: Own, direct and collaborate with cross-functional partners to deliver a portfolio of critical initiatives, acting as an internal consultant and trusted partner to recommend solutions and go-forward approaches Work with internal partners to create compelling, data-driven and digital-centric business cases Assess the market and competitive landscape to inform digital capabilities, experiences, and competitive trends Partner with other Servicing Communications Team Members, Domain Teams, Business Owners, Delivery teams, Operations partners and Legal or Compliance to ensure a seamless experience for customers and reduce client's exposure to operational and reputational risk by developing a best-in-class servicing experience across all customer communication touch-points and channels. Partner with external Creative Agencies, internal Creative Agency (CCOE), Servicing Delivery teams, product, and tech teams to ensure the creative strategy is executed cohesively across relevant channels. Provide guidance and partnership with internal teams on messaging and tone that should be implemented across servicing communications. Review creative, content, and copy with an eye for customer experience and copywriting- - ensure the right message hierarchy, tone, language, and user experience in order to make it easy, interesting, and appealing for client's customers to get the information they need. Support Communications Strategy that will achieve the following: Digital First Customer Interactions: Leverage digital channels to enhance and simplify the experience and drive Digital Self Service Differentiate How Client Communicate: Make it easy, interesting, and appealing for client's customers to get the info they need Deepen Customer Loyalty: Create client's preference by demonstrating value and increasing delight via differentiated servicing strategies Drive Key Business Metrics: Increasing Digital Engagement, driving Digital Self Service, improving NPS, enabling Call Deflection Create or overhaul of servicing communications based on customer and business needs, market trends, and customer insights. Candidates will have: An understanding of the strategy, principles, and guidelines for Servicing Communications tone, style, and brand work. Ensure communications are consistent and threaded across touch points (online assets, letters, emails, SMS, etc) while executing flawlessly. An eye for customer experience and copywriting - ensure the right message hierarchy, tone, language, and user experience in order to make it easy, interesting, and appealing for client's customers to get the information they need. Ensure Control or Compliance policies and procedures are closely followed throughout all creative development processes. Manage, track, and report status on servicing communications projects across various stages of completion, including highlighting any risks or potential obstacles in meeting stated deadlines Succeed against identified metrics, manage budget, and ensure key stakeholders are effectively working together. Qualifications: 8 plus years in Business, Customer Experience, Communications, or Marketing Strategy. Superb storytelling, PowerPoint, writing, and presentation skills. Strategic orientation with proven ability to understand larger landscape but delve into details in order to ensure that we are connecting the dots between different projects. Innovative thinker with the ability to challenge the status quo and come up with creative solutions to solve problems and overcome hurdles. The ability to identify, source, and analyze data and information from available sources primary and secondary), identify trends, and draw conclusions to inform key business decisions. Strong customer centric focus and past achievement in applying a customer mindset to shape solutions and approach to realize marketplace potential and meet financial goals. Passion and knowledge of digital customer experience best practices across desktop, mobile, and tablet. Knowledge of mobile first principles. Takes ownership, delivers with pride and focused on succeeding in collaboration with internal partners to deliver the best customer experience possible. Strong leader, with excellent interpersonal skills and ability to influence, collaborate and communicate across all levels and across lines of business, internal resources and external vendors. Self-Aware and comfortable operating in a highly matrix, complex arena. Pragmatic problem solver, forward thinker with independence of thought Critical thinking and problem-solving skills Strong project management capabilities