Client Journey Platform Owner

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

At Truist, we believe exceptional experiences–both for our clients and teammates–are designed with intention. The Client Journey Platform Owner is responsible for establishing, operating, and continuously evolving the organization’s enterprise Journey Management platform. This role serves as the operational owner of the platform, ensuring client/teammate journeys become a scalable enterprise asset that informs strategic decision-making across products, channels, operations, marketing, and service design.

Working at the intersection of Service Design, Client/Teammate Experience, Data Engineering, Enterprise Architecture, and Technology, this leader will oversee platform implementation, enterprise onboarding, data integrations, taxonomy management, and ongoing platform administration. This individual will also be called upon to support Journey initiatives, working closely with Journey Architect and Service Design teammates to define, design and deliver great experiences for Truist clients and teammates.

Success in this role requires equal strength in technology, systems thinking, client/teammate experience, and organizational change.

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 and operationalize the Journey Management platform as the enterprise product owner, including implementation, configuration, and ongoing platform evolution.
2.    Design and maintain the enterprise journey framework, including taxonomy, hierarchy, and lifecycle standards to ensure consistency, usability, and scalability.
3.    Establish and enforce platform policies, journey standards, metadata, access, and data stewardship to ensure quality and compliance.
4.    Integrate and optimize data connections across client/teammate feedback, operational metrics, analytics platforms, and enterprise systems to enable a unified view of journeys.
5.    Monitor and evaluate platform performance, data quality, and integration health, resolving issues and driving continuous improvement.
6.    Develop and implement repeatable operational processes for onboarding, user management, workspace setup, release management, and issue resolution.
7.    Collaborate and influence cross-functional stakeholders (Service Design, Journey Architecture, Product, Data, Technology, Risk, Compliance) to embed journey management as an enterprise capability.
8.    Enable and coach teams through training, onboarding, and best practices to drive adoption and effective use of journey management tools and methods.
9.    Measure and communicate platform adoption, journey quality, and business impact through dashboards and reporting to inform decision-making and prioritize improvements.

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 in Computer Science, Software Engineering or Information Systems and a Master’s degree in Service Design, Design Management, Strategic Design, Integrated Design or Transdisciplinary Design
2.    4 years of professional experience
3.    4 years in Service Design, CX, Journey Management, or Experience Management initiatives
4.    Experience implementing enterprise software platforms
5.    Experience working with APIs and system integrations
6.    Experience managing enterprise data assets
7.    Experience developing governance frameworks
8.    Experience leading cross-functional initiatives
9.    Experience working with Agile teams
10.    Experience working in large or regulated organizations preferred but not required.
11.    Familiarity with tools such as Miro, Figma and other collaborative platforms.
12.    English language fluency

Preferred Qualifications:
1.    Relevant domain work experience
2.    Experience with Journey Management Platforms
3.    Experience interacting with creative teams, business owners and technical teams
4.    Working knowledge of engineering/development processes, particularly Agile
5.    Comfort level in working within a self-directed culture and navigating ambiguity
6.    A strong passion for improving people's and communities’ lives 
 

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 is an Equal Opportunity Employer that does not discriminate 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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