Experience Strategy and Vision
- Define and champion a unified customer experience vision for the Consumer Bank that is coherent across all segments, channels, and touchpoints.
- Develop a multi‑year design strategy that balances near‑term delivery with longer‑horizon capability building.
- Establish experience principles and a design point of view that differentiates Valley's brand and deepens customer relationships.
- Serve as the senior voice for customer‑centered thinking in executive and cross‑functional forums.
Organizational Leadership
- Build, lead, and develop a high‑performing, multidisciplinary design organization spanning service design, UI design, research, and conversational design.
- Establish the operating model for how design integrates with product management, technology, and business stakeholders across all three segments.
- Foster a culture of craft, curiosity, and continuous learning within the design organization.
- Develop talent and career paths that attract and retain top design professionals in a competitive market.
Cross-Functional Partnership
- Partner closely with Business, Product, Segment and Channel Partners to align experience priorities with business goals.
- Work with technology and engineering leaders to ensure design intent is faithfully implemented and that delivery velocity is supported by strong design operations.
- Collaborate with Risk, Compliance, and Legal to ensure all experiences meet regulatory requirements while still delivering for customers.
Measurement and Outcomes
- Define and track experience quality metrics (NPS, CSAT, task completion, effort scores) that connect design decisions to business results.
- Establish a research and insight practice that continuously feeds product and strategy decisions with customer evidence.
- Drive accessibility and inclusive design standards across all products and channels.