Customer Engagement Strategy Manager

Valley National Bank; Morristown (NJ); Sur place; USD 90 000 - 130 000; Plein temps

Résumé du poste

Valley National Bank in Morristown, NJ seeks a strategic professional to lead Engagement Strategy, Insights, Tools, and Governance for customer relationships. You will define discovery approaches, surface top opportunities, and drive cross-functional alignment across business partners to deliver personalized engagement at scale.

The role emphasizes leveraging data, AI-guided guidance, and governance to ensure consistent customer experiences while meeting regulatory requirements.

Responsabilités

• Set the engagement strategy to uncover customer needs and match solutions.
• Define needs discovery, profiling, and conversation approaches for relationship-based engagement.
• Build lead and opportunity logic surfacing best opportunities in existing books.

Description du poste

Responsibilities include but are not limited to:

• Engagement Strategy & Needs Discovery
  • 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.
  • Work with business leaders and cross-functional teams to set the vision, roadmap, and priorities for engagement tools, including CRM.
  • Measure adoption and effectiveness against customer, colleague, business, and platform data, and use the results to shape the next round of priorities.
• 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.
  • Present recommendations to leadership, build alignment, and influence priorities and decisions.
  • Escalate significant business, operational, or strategic issues, and comply with applicable regulations, policies, procedures, and required training, including BSA, USA PATRIOT Act, and OFAC.