What are the responsibilities and job description for the Customer Strategy & Innovation Manager position at National Cooperative Bank. N.A.?
Customer Strategy Innovation Opportunity
VA Office
Under the direction of the Senior Vice President, Customer Strategy and Innovation (CS&I), the Customer Strategy & Innovation Manager is responsible for helping to lead the day-to-day strategic initiatives for the CS&I team, which include, but are not limited to, the following: 1) explore, identify and launch innovative new/enhanced, customer-driven products, markets, and services with cross-functional teams, 2) develop comprehensive 3-Year Strategic Plans for NCB’s lines of business, and 3) provide additional strategic and project management support both within and outside CS&I.
Responsibilities Include:
- Assist the SVP, CS&I by helping to lead day-to-day highly-collaborative, cross-functional teams consisting of employees at all levels within NCB, along with external partners as needed, to explore, evaluate, conduct market and customer research, co-develop business cases which include risk assessments, and ultimately deploy innovative new/enhanced customer-driven, strategically-aligned products, markets, and services to enhance our customers’ experience with NCB. Help guide internal customers (sponsors) through the Product and Market Oversight Committee (PMOC) vetting process with the ultimate goal of PMOC approval. 35%
- Under the direction of the SVP, CS&I, help to lead cross-functional teams consisting of employees at all levels within NCB to co-develop 3-Year Strategic Plans for the bank’s lines of business. These Plans are presented to the Executive Council and as appropriate, to the Board of Directors prior to execution of the Plan. Additionally, work with all line of business leaders to help facilitate the development and socialization of annual business plans. 20%
- Assist the SVP, CS&I by helping to lead strategic initiatives and projects of all sizes involving highly-collaborative, cross-functional teams consisting of employees at all levels within NCB, along with external partners as needed. 15%
- Actively help to provide additional strategic and project management support, especially in the areas of innovation exploration, market, and consumer research, and improving customer experience. Use research and other relevant findings to help develop informative presentations, provide periodic updates, and create reports for internal customers. 15%
- Manage a variety of cross-functional team activities including scheduling and leading meetings and ideation/brainstorming sessions, ensuring timely completion of tasks, and monitoring performance of new/enhanced products, markets, and services on a quarterly basis for 18-months post-PMOC approval. 15%
Minimum Qualifications Include:
- Bachelor’s degree and 5-7 years of relevant experience in innovation, strategic planning, banking, business, or a related field
- Must be able to conduct market research, help lead highly collaborative cross-functional teams, and ensure flawless execution
Candidates should possess the following:
- Natural inclination toward innovation exploration
- Strategic thinking and planning
- Some experience managing multiple large-scale initiatives simultaneously
- Strong facilitation skills
- Effective problem resolution experience
- Strong collaboration and people skills
- Excellent oral and written communication skills
- Experience with various market and consumer research methods
- Working knowledge of Microsoft apps, including Excel, PowerPoint, Word, and Teams
- Experience using the Internet for research projects
- Familiarity with virtual white boarding tools
AA/EOE
