Customer Experience Strategy Lead

page for more information.## Customer Experience Strategy Lead* Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required* Deep expertise requiring significant in-depth and/or breadth of expertise in a complex field and knowledge of broader related areas* Accountable for specialized product development support based on deep product expertise and expert knowledge of Agile/Scrum processes, roles and practices* Senior specialist providing advisory services to executives, business segment leaders and governs the requirements for own work* Integrates knowledge of the enterprise function’s or business segment’s overarching strategy in leading program design, policy formulation or operating standards within one or more areas of expertise* Anticipates emerging business trends and regulatory/risk issues as a basis for recommending large-scale product, technical, functional or operations improvements* Advises on execution strategy and leads the development and deployment of functional programs or initiatives within their own field or across multiple specialties* Solves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that have significant financial and operational impact within the context of their own field* Requires innovative thinking to develop new solutions* Impacts the technical or functional direction and resource allocation of part of an enterprise function or business segment* Engages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a broader organizational context* Provides leadership guidance, make recommendations and collaborate with business to ensure solutions meets the business needs on a complex project or program* Undergraduate degree and / or product certificate required* Graduate degree preferred* 10+ years relevant experience* 5-7 years Product Owner or Agile related delivery experience* Certified Scrum Product Owner (CSPO) certification and project management experience considered an asset* Scaled Agile Framework (SAFe) certifications or experience operating in scaled agile delivery considered an asset* Partners with senior management to support the delivery of a product vision* In alignment with the product vision, create and maintain a product backlog and continuously re-prioritize user stories that will provide the most customer or end user value* Continuously aligns with senior management on the product delivery roadmap, defined Minimum Marketable Features or Minimum Viable Products and release cadence* Reviews performance analytics; recommend and champion strategies to enhance the customer or end user product experience* Participates in scrum or Kanban events (e.g. stand-ups, retrospectives), express new ideas for improving product value or delivery efficiency, sharing with leadership as appropriate* Proactively engages established business process partners to ensure customers or end users are prepared for application changes and establish Day 2 processes* Creates a value-focused product backlog and continuously iterate, ensuring there are user stories scoped and prioritized* Provides user story design, development and completion oversight; accepting / rejecting user stories based on the agreed upon Definition of Done and Acceptance Criteria* Manages delivery initiatives and (depending on complexity) oversee multiple development team (pod) backlogs* Proactively raises issues that impede the efficient delivery of customer-focused increments* Responsible for defect management and prioritization* Ensures team adheres to enterprise frameworks and methodologies related to overall business management activities* Leads relationships with corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements* Supports team in staying knowledgeable on emerging issues, trends and evolving regulatory requirements and assess potential impacts to the Bank* Assesses / identifies key issues and escalate to appropriate levels and relevant stakeholders and business management where required* Leads the submission and discussion on the Quarterly Business Review, with respect to their product* Identifies, mitigates and reports on risk issues per enterprise policy / guidance and ensures appropriate escalation processes are followed* Ensures business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals and physical control of assets)* Leads relationships with business lines / corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements* Leads or contribute to cross-functional / enterprise initiatives as an organizational or subject matter expert helping to identify risk / provide guidance for complex situations* Defines the OKRs in partnership with numerous stakeholders across the organization* Protects the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary* Manages oversight process, risk-based identification and monitoring of related risks and regulatory compliance across the supported functions, while ensuring key controls and processes are effectively managed* Oversees or leads the facilitation and/or implementation of action / remediation plans to address performance / risk / governance issues* Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts* Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite* Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialty* Develops annual and/or long-term plans for own area and influences plans well beyond area managed* Responsible for management of the overall team providing both leadership and guidance* Sets targets and objectives for the team, and deliver results* Grows team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered* Leads a high performing team; provide on-going feedback and performance reviews, coach and develop employees and ensure performance management activities are undertaken and provide regular input into employee assessments and development plans* Leads the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner* Manages employees in compliance with all human resources policies, procedures and guidelines of conduct* Shares knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams* Supports an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes* Recruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectives* Establishes and fosters a cohesive team; promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives* Acts as a brand ambassador for the business area/function and the bank, both internally and/or externally* Domestic Travel – Occasional* International Travel – Never* Performing sedentary work – Continuous* Performing multiple tasks – Continuous* Operating standard office equipment - Continuous* Responding quickly to sounds – Occasional* Sitting
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