Innovation Strategy Manager, Vice President - Card Lending Services
On-site · Wilmington, Delaware, United States
Job Summary
Innovation Strategy Manager, Vice President within Card Lending Services leads the innovation strategy for CLS Operations, focusing on AI initiatives, process improvements, and cross-functional collaboration with Lending Operations and Product Teams to influence and create best-in-class experiences for customers and Lending Specialists. Responsibilities include developing and implementing an innovation strategy, driving overall innovation performance, optimizing processes to reduce waste and improve customer experience, collaborating with Marketing, Product Owners, Controls and Cross-LBOs to define end-to-end lending solutions, leading AI/Automation/Robotics and ML initiatives, writing user stories, conducting UAT, and delivering final products, building networks and strategic alliances, and supporting critical initiatives while maintaining audit readiness and accountability.
Required Qualifications
- Minimum of 6+ years’ work experience, with Strategy, Card Lending, Card Service, or Customer-Centric Function
- Strong lending knowledge and ability to recognize interdependencies with Card Lending, Card Service, Digital and other key partners
- In-depth knowledge of customer journeys, including ability to articulate break points, and provide customer obsessed solutions
- Excellent communication and interpersonal skills with the ability to develop relationships across business partners
- Strong organizational and analytical skills with the ability to prioritize and identify big ideas
- Consultative approach with the ability to interact, influence, and communicate effectively with all levels of the organization
- Proficiency with office products such as Word and Excel, and business presentation tools such as Power Point
- Demonstrated accountability for work processes and the associated risks and controls
- Demonstrated ability to raise issues to relevant stakeholders or senior management with respect to the control environment
- Comfortable in a deadline-driven, fast-paced environment, with flexibility and willingness to adapt and change course as needed
- Ability to manage multiple initiatives at varying stages of their lifecycle
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