Experience Owner II: Servicing Journey Reimagination

Transformation Lead: End to End Servicing Journeys

The Transformation Lead (EOII) is accountable for reimagining and delivering end-to-end customer servicing journeys that are simpler, faster, and more seamless. This role helps define journey vision, strategy, and priorities while driving measurable customer, operational, and financial outcomes. The EOII partners across the organization to accelerate transformation efforts, improve servicing experiences, and maximize customer and business value.

The EOII operates with a customer-first and digital-first mindset, leveraging process redesign, automation, advanced analytics, and AI-enabled capabilities to reduce friction, increase self-service adoption, improve operational efficiency, and deliver meaningful business impact. This individual combines product management, strategy, banking servicing operations experience, and structured problem solving to identify high-value opportunities, influence stakeholders, and drive execution in a complex and highly matrixed environment. This is a highly visible role requiring strong leadership, organizational skills, and the ability to build alignment across diverse stakeholder groups.

What You'll Do

• Define and drive the vision, roadmap, OKRs (Objectives and Key Results), and outcomes for assigned servicing journeys

• Define future-state servicing experiences that improve customer satisfaction, reduce effort, increase digital adoption, and drive operational efficiency

• Identify and prioritize the highest-value customer, business, and operational opportunities using customer insights, analytics, and stakeholder input

• Develop business cases, transformation roadmaps, milestone plans, and success metrics to support journey objectives

• Lead end-to-end journey transformation efforts, coordinating execution across business, operations, technology, data, and support teams

• Drive servicing digitization, automation, self-service adoption, and AI-enabled experience improvements