Senior level role responsible for enhancing the Wealth Management (Metro, Community and Self-directed) client experience across: contact centers, digital and alternative communication channels. The primary focus will be on the Digital and Contact Center channels. The digital channel will include defining and implementing capabilities to enhance the self-directed digital experience across all digital touch points. To this end the manager will work with senior leaders in our Wealth Management Digital, Omnichannel and Technology Operations Services business groups. Contact Center channels includes working with senior leaders in contact centers across U.S. Bank to create a seamless experience for both sales and service for these high value clients. The Manager will work closely with Omnichannel Shared Services and select contact centers directly.
Additionally, the manager will develop and lead the charge to bring a higher level of experience to newly defined customer segment(s) not captured today by Wealth Management. As example, the Emerging Affluent segment. The manager will be responsible for developing the alternative customer segment strategy and working across the organization to develop the business plan, articulate the technical requirements to service this segment(s) and work with senior leaders in the corporate marketing, retail product management and corporate communications departments to grow and enhance these segment(s). Although a member of the Wealth Management business line, the manager will partner closely with the retail bank to ensure these new segment(s) has adequate resources to ensure success.