Senior Experience Strategy & Journey Director

Valley National Bank; Morristown (NJ); On-site; USD 120,000 - 160,000; Full time

Job summary

Valley National Bank is seeking a senior leader to own the customer experience strategy across the branch network, Small Business Banking, and Mortgage. You will drive the annual improvement roadmap, design future journeys, and align service standards with measurable outcomes in satisfaction, loyalty, and retention.

You will lead the experience team, define end-to-end workflows, establish SLAs, and translate customer insights into prioritized fixes.

Qualifications

• Experience Strategy & Journey Design responsibilities and outcomes.
• Translate root-cause findings into prioritized redesign plans.
• Define and maintain consistent service standards across branches and units.

Responsibilities

• Own the customer experience strategy and annual improvement roadmap for the branch network, Small Business Banking, and Mortgage.
• Set journey priorities and direct journey designers and experience mappers in Digital on required analysis.
• Define and maintain service standards for consistency across branch network, Small Business Banking, and Mortgage.
• Own the Branch Experience Model and servicing principles underpinning it in daily branch practice.
• Define end-to-end servicing workflows across the three businesses with clear handoffs and escalation.
• Establish a ticketing model with defined case types, routing, and SLAs for branch servicing workflows.
• Publish decision rights for workflows including fee waivers, policy exceptions, and complaint remediation.
• Act as business liaison for voice-of-customer with survey design and closed-loop findings.

Job description

Valley National Bank is seeking a senior leader to own the customer experience strategy across the branch network, Small Business Banking, and Mortgage. You will drive the annual improvement roadmap, design future journeys, and align service standards with measurable outcomes in satisfaction, loyalty, and retention.

You will lead the experience team, define end-to-end workflows, establish SLAs, and translate customer insights into prioritized fixes.