Truist Senior Journey Architect in San Francisco, California
Req ID: R0046287
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Regular or Temporary:
Language Fluency: English (Required)
1st shift (United States of America)
Please review the following job description:
Truist is on the verge of a big move—a move that aims to alter the course of banking as we know it. And to do that we are looking for some unique talent. Our rapidly growing team is looking for the best people to join our cause to drive Journey-led transformation. If you’re passionate about your craft, driven to create change, and interested in joining a team doing transformative work, let’s talk.
Are you passionate about the client?
• The Sr. Journey Architect position supports the development of a holistic prospect and client experience strategy that enables the delivery of positive, meaningful interactions across all touchpoints.
• You will orchestrate updating and maintaining the evolving client experience and drive alignment across current state processes as well as the vision for future state.
• You will influence design and prioritization decisions that enhance the client experience through improvements in products, processes, communications and ‘moments that matter’ interactions.
• This role is a key liaison with internal teams such as financial product development, operations, marketing, digital product development, design, technology, legal, risk and compliance. This role must ensure that gaps in the prospect and client experience — wherever they may occur in the journey — are addressed.
• Success will be evident through the alignment with company priorities and client sentiment measurement expectations.
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Lead cross-functional teams
Facilitate progress check-ins/stand-ups and planning with business, design and technology partners
Managing concurrent efforts in a fast-based, results-driven environment
Orchestrate partners to garner a deep understanding of the competitive landscape, our client segments and that segment’s needs
Drive partner alignment and approvals including legal, compliance, security, fraud and others as needed.
Collaborate with a wide variety of partners to align on strategy and develop a delivery roadmap that supports client and business goals.
Forecast and measure impact of future state solution
Collaborate and engage key stakeholders, including lines of business, operations, and other functional areas in the planning and execution of end-to-end client experiences.
Track and manage complex interdependencies - people, processes, data & technology
Communicate the future state vision, priorities and efforts required, as well as timeline with subject matter experts
Manage the backlog of ideas and a central view of change occuring in each of the client experience(s)
Collaborate and track product metrics to inform strategy and roadmap, sharing analysis with partners
Work with partners to drive the necessary client and teammate facing readiness across all channels
Communicate best practices and Journey methodology to relevant stakeholders at all levels of the business.
Establish an extensive knowledge of the people, tools and processes behind a given client journey
Ensure all the companies process & procedures are followed, supporting security, risk, audit, and more, and ensure action items and deadlines are met. Support risk presentations, working with other partners on evidence to support recommendations.
Skills and Qualification
A Truist Client Journey Architect requires a strong human-centric perspective complimented with business acumen, including the ability to drive improvements cross-functionally, the people skills to foster a customer-centric culture, and the analytical mindset to tie experience improvements to tangible business outcomes. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Leadership experience operating in a Client Journey Room or Journey-led transformation environment
Experience leveraging human-centered and agile processes and principles
Experience in communicating cross-functionally and across management levels in formal and informal settings
Equal enthusiasm for high-level strategic planning and tactical daily execution
Experience defining/driving vision of experience programs and/or partnership based programs
Strong portfolio of work demonstrating experience leading/managing the design of complex systems across multiple platforms
Ability to clearly articulate recommendation & decisions and understand the right questions to ask based on the audience for feedback
Proven ability to use data analytics, research and testing methodologies to drive business decisions, diagnose problems, and recommend action plans to resolve issues
Ability to lead cross-functional teams without formal authority
Comfortable managing concurrent efforts in a fast-based, results-driven environment
Comfortable with ambiguity, leading work autonomously, and making independent decisions
Experience in roles requiring strong communication and interpersonal skills & the creation and delivery of succinct presentations to explain and sell plans/vision as well as understanding the right questions to ask based on the audience for feedback
Excellent discovery and facilitation skills (e.g. empathy interviews, Design Thinking, workshop development) as well as the ability to succinctly communicate findings and negotiate to deliver outcomes
Deeply passionate about the customer and ensuring their perspective is protected through the Client Journey Room
Excellent organizational and time management skills
Sharp analytical and problem-solving skills
Creative thinker with a vision
Attention to details
Experience utilizing design thinking and prior journey experience
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor’s degree in related subject, or equivalent education and related training
Seven or more years of experience in client experience, insights, process management and/or product development
Three or more years’ experience in an Agile work environment
Experience with the use of quantitative and qualitative research tools and data to guide the creation of client experiences, interactions, and flows
Demonstrated ability to manage large, complex efforts having significant impact of Company performance, meting revenue and experience goals
Polished and professional presentation skills, as well as verbal and written communication skills with particular emphasis on presentation skills
Proficiency in basic computer applications, such as Microsoft Office software products
Exceptional personal confidence and commitment to excellence
Ability to travel, occasionally overnight
OTHER JOB REQUIREMENTS / WORKING CONDITIONS
Frequently (25% - 50% of the time)
Occasionally (Less than 25% of the time)
Up to 25 lbs.
Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
Manual Dexterity / Keyboarding
Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
Up to 25%
Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.
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