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Credit Card Customer Journey Owner

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Our pioneering credit card and financial service client - known for being one of the first banks to provide online banking is continuing to innovate in the space of financial technology (FINTECH) and they are looking for a talented Credit Card Journey Owner.

What you will be responsible for:
• End to end customer experience for the replacement card customer journey alongside the VP
• Assist in defining the KPIs for entire Replacement Card Journey as well as each feature.
• Identify ways to track and monitor the metrics
• Create a scorecard that showcases results
• Interact with the Analytics teams to ensure alignment and execution on the customer’s actions for each of the channels
• Monitor customer feedback and identify pain points and new enhancements
• Assist in working with the Agency to create the UI experience. Manage the calendar and deliverables for release
• Liaise between the design team and the developers to ensure that all deliverables are being met.
• Lead the agency on all customer facing copy and work with legal/compliance to gain approval
• Participate in agile sprint planning sessions and assist with developing requirements and testing plan
• Partner with Market Research to define and implement customer research/customer co-creation, prototyping and testing to gain insights and identify customer needs and solutions.
• Develop training materials for Customer Service Reps for each launch
• Partner with internal communication team to develop launch announcements and on-going communications

Required Experience:
• 3-7 years of relatable experience and Bachelors degree in a related field
• Familiarity with Agile product development
• Product management/ ownership (understanding customer insights)
• Marketing knowledge as it pertains to creative production process customer communication etc.
• Analytical understanding of what’s behind the data i.e. KPI’s metrics to gauge product performance
• Agency & Credit card experience a plus
• A passion for digital innovation/FINTECH with innovative insights to share

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