Details:

Act as the customer / colleague experience representative across a large transformation program, ensuring that vendor-provided journeys and channel experiences align with Invest Bank's branding, customer / colleague expectations, and business objectives while maximizing the use of standard product capabilities.

Responsibilities:

1. Review and validate journeys delivered by vendors across onboarding, trade finance, cash management, and servicing channels.
2. Ensure channel experiences are aligned with Invest Bank branding, user communication standards, and user experience guidelines.
3. Identify opportunities to improve journeys within the flexibility provided by vendor platforms.
4. Work with vendors to understand configurable capabilities, UX options, and journey customization possibilities.
5. Evaluate trade-offs between adopting standard vendor journeys and requesting enhancements or configuration changes.
6. Represent customer and business experience requirements during discovery, design reviews, UAT, etc.
7. Drive consistency across all touchpoints and channels.
8. Coordinate feedback from business stakeholders, relationship managers, operations teams, and users where applicable.
9. Support business readiness and user adoption activities.