Director, Digital Channels

GENERAL FUNCTION

We are seeking a highly skilled and motivated Director of Digital Channels to lead the overall customer experience of our company website and mobile app and drive our digital innovation initiatives. This role is crucial in driving traffic and conversions through the optimization of the customer journey with our digital assets. The ideal candidate will work closely with our technology team and Product Owners to deliver requirements for enhancements, as well as collaborate with UX designers on continuous improvement initiatives. They will be responsible for monitoring and analyzing metrics associated with our digital channels, constantly striving to improve the customer experience to ensure higher online approval rates. Additionally, this role involves working with the product and marketing teams to ensure that website content is relevant and contributes to a seamless customer journey. Please note that this is an individual contributor role that will likely have direct reports in 2025.

DUTIES/RESPONSIBILITIES

• Develop a digital vision and strategy across web, mobile app and digital applications in retail.
• Drive short and long-term product vision, strategy, and goal setting.
• Own and champion all web, mobile app and retail digital experience to ensure continuous improvement and tactics align to KPIs.
• Define goals, target users, wireframes, and site architecture, and effectively present and gain buy-in from stakeholders and team members
• Stay abreast of competitive capabilities and industry trends for web and app.
• Collaborate with cross-functional teams, including engineering, analytics, marketing, sales, UX/UI, channels, and business lines, to deliver high-quality web and app capabilities.
• Gain buy-in for product enhancements by leveraging data to tell a story.
• Continuously perform customer need analysis and understand journey pain points to identify the biggest problems to solve.
• Rally the organization around a digital first mindset and an experience that matches that.
• Practice and encourage data-informed decision-making & hypothesis-driven product development within the team and across the organization.
• Partner with Marketing to integrate communications and campaigns, including in-app messaging and push notifications, to promote ongoing initiatives.
• Work with legal and compliance teams to ensure the adequacy, adherence to, and effectiveness of day-to-day business controls to meet obligations regarding operational, compliance, AML etc.

Requirements

EXPERIENCE

• 10+ years of experience in a role building customer-facing digital products.
• Proven experience in leading digital transformation projects (web/app builds) and managing cross-functional teams.
• Strong understanding of digital product development, including user experience design, site architecture, and performance measurement
• Demonstrated ability to build a product vision rooted in customer needs and achieve it through a sound execution strategy.
• Deep understanding of best-in-class digital experiences and a strong advocacy for mobile-first approaches.
• Excellent project management skills with the ability to create and manage detailed roadmaps and timelines

SKILLS

• Strong problem solver with the ability to influence and inspire a cross-functional team to reach ambitious goals.
• Curious and experimental mindset to drive innovation. Highly analytical with a continuous test-and-learn mindset, constantly seeking ways to improve customer experiences.
• Strong verbal and written communication skills with the ability to engage and influence stakeholders across different levels in the organization.
• Excellent organizational and analytical skills with strong attention to detail.
• A design mindset, creative thinker, and customer experience champion.
• Demonstrated ability to drive traffic and conversions through data-driven strategies and customer journey optimization.
• Proven track record of effective collaboration with technology teams, including developers and UX designers.
• Experience with Agile methodologies, preferably Scrum and tools such as Azure DevOps, Trello, etc.