Agile Customer Experience Owner

Our values define us and our culture inspires us to change lives for the better. Our employees are the heart and soul of our company, and every success we experience begins with them. Together we are committed to making a positive impact in our local communities. We champion a culture of continuous learning, work-life integration, and inclusion. We promote a digitally enabled work environment to continuously enhance the experience of our employees and customers.

This is a full-time, hybrid career opportunity on our Fulton Financial Advisors (FFA) Technology team. This role will be based out of our Corporate headquarters in downtown Lancaster, PA or the Metroplex Building in Plymouth Meeting, PA or at Two Liberty Place in Philadelphia, PA.

This role is responsible for driving efficient delivery and improving the customer experience across all aspects of the customer journey to include product, platform, and processes. This role will collaborate with business leadership to plan and deliver value across platforms and products that aligns to the line of business strategy and the Objectives and Key Results. Incumbents will also support Agile Product Owners and drive prioritization, Agile events, Agile requirements (EPICs, Features, User stories, requirements gathering, process mapping, and training across the Line of Business.) The Agile Customer Experience Manager sets the strategic vision and roadmap for the customer journey, prioritizes features to deliver maximum customer value, and ensures the team continuously aligns with business objectives by managing the product backlog and collaborating closely with development and LOB stakeholders. The Agile Customer Experience Manager collaborates with the LOB, solicits peer bank feedback on differences in product, processes, functionality, and capabilities, collaborates with consultants, and leverages market analytics to identify gaps in the customer journey.

Identify major items (EPICs) tied to delivery and improvement of the customer experience and in alignment with business strategy and OKRs.
• Partners with business leaders to ensure alignment and knowledge transfer regarding current functionality and future capabilities. Works with stakeholders to gather, understand, and define requirements of the product or initiative that is delivered to the Agile Product Owner and the team. Provides clear communication to stakeholders of all levels, team members, and managers of status updates, key milestones, and progression. Collaborates with Learning and Development and Change Management to ensure appropriate training strategy for the new product, process, or initiative in development is implemented and adopted for new hires and existing team members.
• Works with scrum team to define requirements, test functionality, and ensure alignment to business strategy.
• Create and track KPIs in the sales workstream that focus on revenue, cost reduction, and efficiency.
• Customer Journey Vision & Strategy: Define and communicate the overarching product vision, strategy, and roadmap, ensuring alignment with business objectives and customer needs.
• Backlog Management: Maintain and prioritize the product backlog, ensuring work focuses on features that deliver the highest value and align with the strategy.
• Customer Advocacy: Act as the voice of the customer, gathering feedback and insights to identify pain points and validate ideas through research, customer interviews, and surveys.
• Stakeholder Management: Coordinate with various stakeholders (business owners, customers, development, marketing) to ensure alignment, manage expectations, and gain buy-in for product decisions.
• Cross-Functional Collaboration: Work closely with development teams, designers, and other functions to clarify requirements, address technical constraints, and facilitate the product development process.
• Feature Prioritization: Continuously prioritize features for implementation based on business value and strategic goals.
• Customer Journey Performance Measurement: Define and monitor key performance indicators (KPIs) to measure product success and guide future development.
• Innovation & Feedback: Encourage product innovation by supporting the development of prototypes and quickly incorporating feedback from customers and teams.
• Agile Leadership: Guide the product team through sprints and iterative processes, fostering a culture of continuous improvement and adaptability to rapidly respond to changing needs.

Bachelor's Degree or the equivalent experience. Specialty: business or technology. (Required)

Master's Degree or the equivalent experience. Specialty: business or technology. (Preferred)

7 or more years banking experience with experience working with business lines, understanding customer needs and delivering solutions. (Required)

Investment/asset management experience within banking. (Required)

2 or more years translating business strategy into solutions. (Required)

1 or more years Agile Ways of working. (Required)

• Agility to quickly adapt to customer and stakeholder needs (Required)
• Leadership and influencing skills (Required)
• Passion for changing the status quo (Required)
• Ability to problem solve and make hard decisions (Required)

This role may perform other job duties as assigned by the manager. Each employee of the Organization, regardless of position, is accountable for reading, understanding and acting on the contents of all Company-assigned and/or job related Compliance Programs, regulations and policies and procedures, as well as ensure that all Compliance Training assignments are completed by established due dates. This includes but is not limited to, understanding and identifying compliance risks impacting their department(s), ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.

To provide greater transparency to candidates, we share base salary ranges on all job postings regardless of state. We set standard salary ranges for our roles based on the position, function, and responsibilities, as benchmarked against similarly sized companies in our industry. Specific compensation offered will be determined based on a combination of factors including the candidate's knowledge, skills, depth of work experience, and relevant licenses/credentials. The salary range may vary based on geographic location.

The salary range for this position is $124,400.00 - $207,300.00 annually.

Additional Compensation Components

This job is eligible to receive equity in the form of restricted stock units. This job is eligible to participate in a short-term incentive compensation plan subject to individual and company performance.

Additionally, as part of our Total Rewards program, Fulton Bank offers a comprehensive benefits package to those who qualify. This includes medical plans with prescription drug coverage; flexible spending account or health savings account depending on the medical plan chosen; dental and vision insurance; life insurance; 401(k) program with employer match and Employee Stock Purchase Plan; paid time off programs including holiday pay and paid volunteer time; disability insurance coverage and maternity and parental leave; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about your potential eligibility for these programs, please visit Benefits & Wellness | Fulton Bank.

As a condition of employment, individuals must be authorized to work in the United States without sponsorship for a work visa by Fulton Bank currently or in the future.