Banking Experience Lead: Process & Growth Strategy

Valley Bank; Morristown (NJ); On-site; USD 110,000 - 160,000; Full time

Job summary

Valley Bank is seeking a Manager, Sales Process & Routines to own the customer experience across the branch network, Small Business Banking, and Mortgage. You will define servicing workflows, establish SLAs, and serve as the liaison between leadership and front-line teams.

You will lead voice-of-customer programs, translate feedback into prioritized improvements, and drive cross-functional change with a focus on consistent execution and regulatory alignment.

Qualifications

• Must have knowledge of Retail, Small Business, and Mortgage banking customer journeys.
• Experience with sales effectiveness, coaching, and performance management practices.
• Understanding of regulatory, compliance, and risk requirements in banking.
• Strong ability to optimize sales processes and analyze performance data.
• Proven change leadership and ability to influence stakeholders across functions.

Responsibilities

• Own customer experience strategy for branch network, Small Business Banking, and Mortgage.
• Define end-to-end servicing workflows with clear handoffs and SLAs.
• Lead voice-of-customer initiatives and translate findings into prioritized fixes.
• Deliver customer experience projects end to end with measurable outcomes.

Skills

Retail banking journey

Small Business & Mortgage banking

Sales effectiveness

Regulatory & risk knowledge

Process optimization

Change leadership

Cross-functional collaboration

Education

Bachelor's degree in business/marketing/finance or equivalent

Tools

CRM systems

Job description

Valley Bank is seeking a Manager, Sales Process & Routines to own the customer experience across the branch network, Small Business Banking, and Mortgage. You will define servicing workflows, establish SLAs, and serve as the liaison between leadership and front-line teams.

You will lead voice-of-customer programs, translate feedback into prioritized improvements, and drive cross-functional change with a focus on consistent execution and regulatory alignment.