AI-Driven Customer Engagement Strategist

Valley National Bank; Morristown (NJ); On-site; USD 98,000 - 172,000; Full time

Job summary

Valley National Bank is seeking a Manager, Sales Process & Routines to lead engagement strategies across the retail branch network, Small Business Banking, and Mortgage. You’ll set workflows, coach leaders, and ensure consistent sales practices and performance management across three lines of business.

In this role you’ll partner with Directors and front-line leaders to align priorities, enhance CRM and engagement tools, and deliver measurable improvements while complying with regulations and

Qualifications

• Knowledge of Retail, Small Business, and Mortgage Banking sales models.
• Knowledge of sales effectiveness principles, coaching methodologies, performance management, and regulatory requirements.
• Skill in designing and optimizing sales processes, operating routines, and performance frameworks to improve business outcomes.
• Skill in leveraging data, analytics, and insights to drive decision-making, identify opportunities, and enhance execution.
• Skill in leading change initiatives, influencing stakeholders, and driving adoption across multiple business lines.
• Ability to translate strategic objectives into scalable processes, standards, and measurable results.
• Ability to foster cross-functional collaboration, accountability, and continuous improvement while balancing growth, customer experience, and risk objectives.
• Bachelor’s degree in business, finance, marketing, technology, or related field.
• Minimum of 5 years in strategy, customer engagement, sales enablement, banking, digital platforms, product, or related discipline.
• Working knowledge of banking, sales and service, customer experience, and colleague workflows, with the ability to turn business needs into roadmaps.
• Strong analytical skills, with the ability to interpret customer, colleague, business, and platform data and convert it into recommendations leaders act on.
• Clear written, verbal, and executive presentation skills, with the influence and facilitation to align business lines that have competing priorities.
• Proven ability to lead multiple strategic workstreams across cross-functional teams, work through ambiguity, and drive work forward independently.
• CRM, engagement platform, or digital tool initiatives in financial services; work across multiple business lines with senior leadership; and a strategy, project, or change management certification.

Responsibilities

• Set the engagement strategy that helps bankers uncover needs, deepen relationships, and match customers to the right solutions.
• Define needs discovery, customer profiling, and conversation approaches for personalized, relationship-based engagement.
• Build the lead and opportunity logic that surfaces and ranks the best opportunities within existing books of business.
• Insights, Tools & Capabilities – Advance customer insights, Next Best Action, recommendations, and AI-assisted guidance so bankers get relevant prompts at the point of conversation.
• Alignment, Delivery & Governance – Create continuity across interactions and business partners so colleagues work as one team around the customer rather than by channel or line of business.

Skills

Retail Banking sales models

Small Business Banking

Mortgage Banking

Sales effectiveness principles

Coaching methodologies

Analytics and data-driven decision

Cross-functional collaboration

Roadmap and strategy translation

Executive communication

Change management

Regulatory knowledge

Education

Bachelor’s degree in business, finance, marketing, technology, or related field

Tools

CRM

Engagement platform

Data analytics tools

Job description

Valley National Bank is seeking a Manager, Sales Process & Routines to lead engagement strategies across the retail branch network, Small Business Banking, and Mortgage. You’ll set workflows, coach leaders, and ensure consistent sales practices and performance management across three lines of business.

In this role you’ll partner with Directors and front-line leaders to align priorities, enhance CRM and engagement tools, and deliver measurable improvements while complying with regulations and