Head of Consumer & Small Business Digital Banking

Description

Location : On site in Memphis, TN, Charlotte, NC, Atlanta, GA, Nashville, TN, Birmingham, AL or Raleigh, NC

Summary

The Head of Consumer & Small Business Digital Banking is responsible for developing and executing a digital vision, by creating, implementing, supporting relevant innovative and comprehensive digital solutions and services to various customer segments and partner ecosystems.

This is a senior role, where the holder will develop and communicate a digital vision for the Consumer and Small Business segments. They will help define and communicate the value of the digital platform and integrate into the business operating model from the perspective of sales revenue, cost savings, and customer experiences and operational efficiencies. The role holder will be responsible for ongoing identification of potential solutions across Consumer and Small Business segments, ranging from client acquisition, activation, engagement, deepening and fraud loss mitigation.

These objectives will be achieved through effective translation of technologies into customer journeys and experiences, as well as applying available, emerging technologies into the operating environment to extract operational efficiencies across branch and central operations in the processing of client transactions.

Key Responsibilities

• Developing the long-term digital strategy for consumer and small business segments, architecting the digital roadmap for the digitization of customer journeys for acquisition, service and product delivery.

• Generating a CX-focused tactical framework focused on driving digital engagement and utilization in line with the overall strategy.

• Have P&L responsibility for the digital platform.

• Ensure an institutional understanding of external competitive digital developments and their impact on our business and channel strategy.

• Building alliances and partnerships to enhance CX and generate revenue.

• Enable self-service-based digital acquisition while effectively managing KYC and financial risk.

• Optimize the business by lowering costs through digitization of processes.

• Working with key internal support and control stakeholders (Enterprise Technology, Retail and SMB LOBs, product managers, Ops teams, Enterprise Risk, Compliance and Legal) to ideate, build and manage smooth processes related to digital businesses.

• Control and periodically check operational risks and workflow in conjunction with Operations.

• Drive the system towards service quality standards in an efficient operation where risks are well controlled (through product process re-engineering).

• With 1LoD partners, manage digital fraud risk.

• Design and transform processes that will give the customer a compelling end-to-end digital experience without compromising on controls while safeguarding both the customer and the bank from financial losses.

• Drive cultural change towards digital across the Retail and Small Business segments.

• Inject the required new talent and motivate them to create Digital human-centered design thinking and design in conjunction with our Client Experience team.

• Provide leadership for the digital business team through clearly communicating strategy and goals and coaching sessions.

Qualifications & Experience :

• Bachelor's degree required, master's degree in a business or technology field preferred.

• 15+ years' experience in digital banking product management and/or consumer-facing mobile product in financial services, balancing strategic and execution-oriented roles.

• Deep understanding of banking products is required. Understanding of banking processes and end-to-end knowledge of banking interlinked systems.

• Exposure to digital business models like e-commerce, B2B, B2C marketplaces is desirable.

• A strong Understanding of API Banking, Open Banking, FDX, ISO20022 and other emerging solutions and standards. Must have hands-on micro-services experience where API-first architecture design has been implemented.

• Strong understanding/focus on digital technologies and platform ecosystems and how these are impacting the banking industry.

• Strong experience in consumer-facing product management and design thinking

• Demonstrated actual practice in scrum/iterative application development, web-oriented architecture, API strategy and/or cloud computing.

• A proven knowledge of key aspects of the technology stack in a large-scale, complex organization is critical.

About Us

First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.

Benefit Highlights

• Medical with wellness incentives, dental, and vision

• HSA with company match

• Maternity and parental leave

• Tuition reimbursement

• Mentor program

• 401(k) with 6% match

• More -- ~~~/First-Horizon-National-Corporation/Careers/Our-Benefits

Corporate Diversity Commitment :

We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)