• Digital Product Customer Experience Leader

    Job ID
    2019-3006
    Address
    7700 Windrose Ave.
    City
    Plano
    State
    TX
  • Overview and Responsibilities

    The Digital Product Customer Experience Leader will be responsible for creating and managing the online customer experience for a growing consumer finance company with 200+ branches in 8 states. While we are committed to our brick and mortar branches, we recognize the need to provide an online application process to better service existing customers and increase our overall customer base. This is an exciting time for Republic Finance as we are currently positioning our organization to be the consumer lender of choice on the national stage. This position will play a critical role in helping to take our company to the next level by building a first class digital presence. Key elements of this role include: driving customer acquisition, building online and mobile experience for current and prospective customers that will provide an outstanding customer experience. This position could either be located in Baton Rouge or Dallas. Job responsibilities are as follows: 

     

    • Create and own the overall customer experience of the look and feel of the process to apply for a loan through our website from first click to fulfillment.
    • Develop strategies for customer acquisition based on the persona of a Republic Finance customer 
    • Collaborate with key business areas to ensure that business requirements and customer needs are incorporated into overall project plan for new digital feature creation/enhancement. 
    • Work with key operations functions, PMO/project managers and technical team to ensure digital features are developed in line with business requirements and that supporting operational processes are developed 
    • Develop online channel implementation roadmaps and works with PMO/ project managers to create a combined investment plan/ budget
    • Collaborate with marketing and business partners, IT, Risk, Compliance to ensure that rollout/launch of new digital features has supporting plan to drive customer adoption.
    • Play a role in influencing digital marketing efforts to optimize spend across channels like social media, search engine optimization, adverts, display ads etc.
    • Maintain awareness of emerging technologies through horizon scanning, reading professional and popular blogs, feeds and literature, participating in peer dialogs, and attending courses, workshops, and conferences. 
    • Advise Executive management on how technology trends will affect Republic Finance and its customers
    • Act as an interface along with technology team to key digital technology service providers.
    • Evaluate new vendors for digital channel by assessing contracts for products and services in collaboration with technology team
    • Actively participates in exploring, testing, selecting and using new technology tools as they are developed
    • Coordinates training efforts with the key business areas to ensure that our employees (either branch network or centralized customer service center) are trained on proper use and troubleshooting techniques as new processes, systems, or technologies are implemented.
    • Help/Perform other strategic and digital product initiatives as assigned.

    Qualifications

    • Bachelor’s Degree in Business, Marketing or a Technical Discipline (i.e., Computer Science and Information Services) or a related field; equivalent work experience accepted. 
    • Minimum of 5 years in a leadership role responsible for the digital product customer experience including customer acquisition.
    • Strong knowledge and experience with the FinTech model with the ablity to implement bleeding edge digital and mobile technologies 
    • Specific experience with mobile channel development and driving user adoption.
    • Possesses a high degree of business acumen and accountability. 
    • Previous experience collaborating with technical development team and operations team on translation of business requirements into digital spec and operational processes. 
    • Strong process mapping/project management skillset. 
    • Highly strategic and innovative in terms of problem solving and decision making; able to formulate conclusions based on supported evidence and resources. 
    • Adaptable; able to embrace change in environment and strategy. 
    • Ability to handle and prioritize a high level of administrative pressure. 

    Benefits

    We offer a competitive compensation and benefits package including: 

    • Health/Dental/Vision
    • Paid Vacation
    • 401 (K) and employer match
    • Company provided Life Insurance & Long Term Disability

    Additional benefits with Republic include:

    • Regular drawings for LSU and Saints tickets
    • Employee of the Month Program
    • Philanthropic support for charities such as Juvenile Diabetes Research Foundation and the American Cancer Society
    • Professional offices with a friendly team environment

    Republic Finance, LLC is an Equal Opportunity Employer and does not discriminate on the basis of race, sex, color, religion, national origin, age disability or veteran status in employment opportunities and benefits. Republic Finance, LLC maintains a Drug-Free Workplace.  

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