Head of Digital Experience

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Take responsibility for the multi-year strategy of Flagstar's consumer digital banking experience along with the associated investment rationale.

• Develop the operating framework that links business ownership to delivery, encompassing decision rights, intake processes, prioritization, and collaboration with Enterprise Technology.

• Identify experience domains and assign accountability for each customer journey.

• Advocate for consumer digital banking in enterprise technology prioritization and investment choices.

• Collaborate with the Chief Marketing Officer to align acquisition demand with digital experiences that effectively convert and retain customers.

• Oversee the performance scorecard for the function, focusing on account production, deposit balances, digital adoption, activation, and retention metrics.

• Manage digital interactions, including online banking enrollment, initial login, account funding, direct deposit setup, debit card activation, digital wallet provisioning, alerts, bill pay, transfers, help, secure messaging, and dispute resolution.

• Establish metric definitions, control group designs, and reporting schedules; present performance, trade-offs, and recommendations to the Executive Leadership Team.

• Build and lead the digital experience team, recruiting experience owners and shared UX design and digital analytics personnel.

• Set standards, quality expectations, and operational rhythms for customer-facing systems.

• Create a capability plan to scale the function without proportional increases in headcount.

• Supervise employment matters, performance evaluations, staff development and training, disciplinary actions, succession planning, and compliance adherence.

• Jointly manage the roadmap and backlog with the dedicated engineering team within Enterprise Technology.

• Hold core banking, digital banking platform, and third-party providers accountable for service, quality, and roadmap commitments.

• Maintain the distinction between business ownership and platform operations.

• Highlight delivery risks and take ownership of sequencing decisions when capacity is limited.

• Ensure that digital experiences comply with risk, compliance, privacy, accessibility, and fair banking standards.

• Establish governance for digital experience decisions, including prioritization, testing, and measurement processes.

• Collaborate with Consumer Product, Deposit Pricing, Marketing, Operations, Fraud, and the contact center regarding customer-facing changes.

• Represent the function in regulatory, audit, and internal control engagements.

• Undertake special projects and additional responsibilities as needed.

• Ensure compliance with relevant laws, regulations, policies, standards, and required training.

⛳️ Requirements

• Bachelor's Degree (4 years or equivalent) in marketing, business, or a related field is required.

• 15+ years of experience in digital product management, digital banking, or consumer digital experience, including senior leadership roles in a digital product or experience organization.

• Proven ownership of a consumer digital account opening or digital banking platform experience, demonstrating measurable customer and business results.

• History of building a digital product or experience function, including hiring product management and UX design talent and establishing the operational model.

• Strong understanding of funnel and lifecycle measurement, event instrumentation requirements, control group design, and defensible attribution of business outcomes.

• Experience in environments where product management and design report to the business owner while engineering reports to technology.

• Familiarity with risk, compliance, privacy, accessibility, and fair banking requirements governing consumer digital channels.

• Experience in holding core banking and digital banking platform providers accountable for delivery commitments.

• A Master's Degree or postgraduate equivalent in business or a related field is preferred.

• Background in consumer banking, especially in deposit growth, digital onboarding, and digital servicing is preferred.

• Experience with replacing digital banking platforms, core conversions, or online and mobile channel convergence programs is preferred.

• Experience in building a function from the ground up within a matrixed organization is preferred.

• In-depth understanding of the consumer digital banking funnel from account application to servicing.

• Ability to operate under and defend a performance scorecard to Finance.

• Credibility to collaborate with enterprise technology partners as an equal.

• Good judgment in assembling a small senior team responsible for broad customer-facing systems.

• Strong recruiting instincts for product management and UX design talent.

• Disciplined prioritization across competing experience domains.

• Sound judgment in a regulated environment.

• Executive communication skills to translate digital performance into terms of deposit balance, retention, and revenue.

• Commitment to continuous improvement.

• Ability to form partnerships across Marketing, Consumer Product, Operations, Technology, and Risk.

• Capability to create and maintain effective stakeholder relationships through clear communication and proactive collaboration.

• No unusual physical exertion is involved.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Disability insurance

• Comprehensive leave program

• Variable incentives, bonuses, commissions, or other awards may be included in total compensation

• Reasonable accommodation available for the recruiting process