Comerica Bank Job - 41778464 | CareerArc
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Company: Comerica Bank
Location: Dallas, TX
Career Level: Associate
Industries: Banking, Insurance, Financial Services


Retail Strategy and Transformation Leader As a key part of the Retail Strategy & Transformation Leadership Team, this role is responsible for end-to-end transformation of how Small Business clients, a key strategic focus of the bank, interact with Comerica across all channels (Banking Centers, digital platforms, and relationship channels) driving customer growth, loyalty and, most importantly, satisfaction with Comerica. This role will lead through both direct ownership and through influence.   Position Responsibilities:

  • Develop, maintain, and execute Retail's overall Small Business transformation strategy for all channels such as: Banking Centers, Relationship channels, Retail Online Banking platforms, Mobile platforms, ATM / iTM platforms, New and emerging channels.
  • Create world-class customer journeys for Small Businesses, focusing on building excellence in solving customer "jobs to be done".
  • Devise and execute on Small Business-focused enhancements to the Retail Banking Center Operating Model, ensuring effective change management, execution, reporting, measurement, and feedback loops, managing for risks such as Small Business customer attrition, banker satisfaction, franchise growth and financial results.
  • Drive and influence working be done in the Banking Center services group, the eBanking group and the Channels group to identify and prioritize transformative Small Business journeys, leading to excellence in customer experience and banker experience.
Transformation Strategy based on Customer Experience
  • Observes, learns about, contacts and analyzes end users through user research, consumer meetings, usage data and market landscape to ensure alignment.
  • Integrates customer research, competitive insights and research into initiative requirements to enhance user satisfaction and ensure customer driven design.
  • Sets ambitious and clear vision relating to transformation initiatives Good add and communicates effectively to stakeholders, the team, and the rest of the unit.
  • Works closely with business leaders to establish business value and support messaging, communication, and customer outreach as necessary.
  • Identifies, designs and advocates for initiatives to contribute to the achievement of Retail Bank.
  • Translates the vision into actionable, measurable plans (short-term and long-term initiatives).
  • Accountable for specific business outcomes once initiative enters implementation.
  • Monitors and measures initiatives to ensure objectives (qualitative and quantitative) are being met; identifies and removes roadblocks.
  • Ensures value delivery.
  • Makes tradeoffs and decisions; integrates new insights into the design as needed.
  • Collaboration with business leaders and good add stakeholders to ensure vision aligns within business strategy and requirements.
  • Works with multiple teams to understand the requirements and constraints.
  • Builds and maintains a relationship with the business leaders and good add stakeholders.
  • Maintains the appropriate engagement routines and governance structure.
  • Conducts periodic reviews with leaders to convey progress, initiative metrics/dashboards, and updates for key milestones.
  • Leads initiative to overall success.
  • Provides direct oversight for the team members responsible to drive change initiatives and collaborate to ensure people, processes, protocols, technology and overall capabilities are aligned.
  • Clearly communicates the requirements to the team.
  • Coaches' teams with detailed guidance during the initiative.
  • Oversees budget assigned to the initiative.
  • Helps define success metrics and manage KPIs critical to the initiative success.

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