Dir, Customer Engagement Advisory Tools Job Listing at Valley Bank in Morristown, NJ (Job ID 26-742)

Description

Responsibilities include but are not limited to:

• Lead Generation & Distribution
  
  • Own the strategy, routing logic, and prioritization frameworks for internal lead generation across all channels.
  • Define and track lead health metrics--utilization rates, work rates, and conversion to pipeline--and drive continuous improvement against each.
  • Serve as business product owner for lead management platforms; translate field experience into clear product requirements and backlog priorities.
• Pipeline & CRM Effectiveness
  
  • Own and optimize the end-to-end pipeline and CRM ecosystem, driving efficient lead-to-close workflows, reducing administrative burden, and maximizing frontline selling effectiveness.
  • Leverage data, AI, and automation to enhance prioritization and insights, while simplifying workflows, improving platform adoption, and partnering cross-functionally on continuous enhancement and change management.
• Customer Profiling & Advisory Tools
  
  • Own and evolve customer profiling and advisory tools, embedding AI-powered insights, segmentation, and next-best-action guidance to enable personalized, data-driven client engagement.
  • Ensure seamless integration of customer intelligence into frontline workflows, partnering with data and analytics teams to continuously improve accuracy, relevance, and usability.
• Account Opening & Origination Platform Liaison
  
  • Serve as the business lead for account opening and origination platforms, partnering cross-functionally to ensure solutions are intuitive, efficient, and aligned to frontline and client experience needs.
  • Optimize origination workflows and performance by identifying friction points, leveraging field feedback and data insights, and driving prioritized enhancements to improve conversion, efficiency, and user experience.
• Frontline User Experience (UX) Ownership
  
  • Establish and govern UX standards across sales enablement tools, ensuring simplicity, consistency, and alignment with frontline workflows and needs.
  • Lead structured pilot programs for new capabilities, synthesizing field feedback to inform go/no-go decisions and drive resolution of issues prior to full-scale deployment.
• Voice of the Banker & Field Liaison
  
  • Serve as the primary liaison between Retail, SMB, and Mortgage channel teams and Technology/Product organizations, ensuring frontline needs are consistently reflected in platform decisions.
  • Establish structured mechanisms--advisory boards, listening sessions, ride-alongs--to capture and synthesize field feedback.
  • Represent banker and client experience needs in roadmap planning, product review sessions, and enterprise technology governance forums.
• Backlog Prioritization & Product Partnership
  
  • Translate frontline needs into clear business requirements and manage the product backlog to ensure priorities align with business outcomes and field impact.
  • Act as business product owner within agile processes, driving decisions on scope, prioritization, and trade-offs to balance user needs, platform capabilities, and strategic objectives.
• Continuous Improvement & Adoption
  
  • Drive continuous process improvement by identifying opportunities to automate manual tasks, simplify workflows, and enhance overall efficiency through smarter tooling.
  • Leverage adoption data, performance metrics, and field feedback to prioritize and deliver high-impact enhancements on an ongoing basis.