Senior Commercial Journey Architect

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Support the development of a holistic prospect and client experience strategy that enables the delivery of positive, meaningful interactions across all touchpoints. Orchestrate updating and maintaining the evolving client experience and drive alignment across current state processes, as well as the vision for future state.

Influence design and prioritization decisions that enhance the client experience through improvements in products, processes, communications and ‘moments that matter’ interactions. Act as a key liaison with internal teams such as financial product development, operations, marketing, digital product development, design, technology, legal, risk and compliance. 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.

Work with a cross disciplinary team to envision, design and implement concepts, which infuse empathy, creativity and strategy to ideate and innovate across touchpoints while supporting business goals and shape the future of our company. A Truist Senior 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.

ESSENTIAL DUTIES AND 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. 
1.    Lead cross-functional teams.
2.    Facilitate progress check-ins/stand-ups and planning with business, design and technology partners.
3.    Managing concurrent efforts in a fast-based, results-driven environment.
4.    Orchestrate partners to garner a deep understanding of the competitive landscape, our client segments and that segment’s needs.
5.    Drive partner alignment and approvals including legal, compliance, security, fraud and others, as needed.
6.    Collaborate with a wide variety of partners to align on strategy and develop a delivery roadmap that supports client and business goals.
7.    Forecast and measure impact of future state solution.
8.    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.
9.    Track and manage complex interdependencies - people, processes, data & technology.
10.    Communicate the future state vision, priorities and efforts required, as well as timeline with subject matter experts.
11.    Manage the backlog of ideas and a central view of change occurring in each of the client experience(s).
12.    Collaborate and track product metrics to inform strategy and roadmap, sharing analysis with partners.
13.    Work with partners to drive the necessary client and teammate facing readiness across all channels.
14.    Communicate best practices and Journey methodology to relevant stakeholders at all levels of the business.
15.    Establish an extensive knowledge of the people, tools and processes behind a given client journey.

People Management opportunities:
16.    Build and maintain a team of game changing talent. 
17.    Oversee the work of your team to ensure team members are progressing in a positive direction. 
18.    Direct activities for professional development of team members.
19.    Inspire and motivate a world-class team of talented designers and cross-functional partners to do their best work.

QUALIFICATIONS
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 required in related subject or equivalent education and related training with experience in business case generation
2.    Five years of leadership experience operating in a Client Journey Room or Journey-led transformation environment
3.    Five years leveraging human-centered and agile processes and principles
4.    Seven years of experience in communicating cross-functionally and across management levels in formal and informal settings
5.    Equal enthusiasm for high-level strategic planning and tactical daily execution
6.    Experience defining/driving vision of experience programs and/or partnership based programs utilizing design thinking and prior journey experience
7.    Strong portfolio of work demonstrating experience leading/managing the design of complex systems across multiple platforms
8.    Ability to clearly articulate recommendation & decisions and understand the right questions to ask based on the audience for feedback
9.    Proven ability to use data analytics, research and testing methodologies to drive business decisions, diagnose problems, and recommend action plans to resolve issues
10.    Ability to lead cross-functional teams without formal authority
11.    Comfortable managing concurrent efforts in a fast-based, results-driven environment
12.    Comfortable with ambiguity, leading work autonomously, & independent decisioning
13.    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
14.    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
15.    Deeply passionate about the customer and ensuring their perspective is protected through the Client Journey Room
16.    Excellent organizational and time management skills, attention to detail, as well as  sharp analytical and problem-solving skills

Preferred Qualifications:
1.    Masters of Business Administration (MBA) or Graduate degree

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

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

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