Director - Communications Platform & Strategy

Responsibilities

• Communications Strategy & Roadmap
• Define and maintain the enterprise roadmap for customer alerts, notifications, onsite messaging, and digital communications.
• Develop the long-term vision for customer engagement capabilities across all digital channels.
• Identify opportunities to improve relevance, personalization, timing, and effectiveness of customer communications.
• Create strategic plans that align communications capabilities with customer experience, servicing, and business objectives.
• Platform Ownership
• Serve as the primary digital product owner and business point of contact for the Customer Communications Management (CCM) platform.
• Partner with technology teams to prioritize platform investments, modernization efforts, and capability enhancements.
• Drive requirements, prioritization, and delivery of reusable communications capabilities.
• Ensure platform reliability, scalability, compliance, and performance meet evolving business needs.

Requirements

• 7+ years of product management, digital platform, customer engagement, communications, or related experience.
• Experience leading enterprise-scale digital products or platforms.
• Demonstrated success developing product strategies and roadmaps that deliver measurable customer and business outcomes.
• Experience working across multiple communication channels including email, push notifications, SMS, alerts, and in-app messaging.
• Strong understanding of customer engagement, personalization, customer journey management, and digital servicing strategies.
• Experience leading cross-functional initiatives involving technology, operations, marketing, compliance, and customer experience teams.

Preferred

• Experience with Customer Communications Management (CCM) platforms.
• Knowledge of consent management, communication governance, and regulatory requirements impacting customer communications.
• Experience leveraging data, analytics, and experimentation frameworks to optimize customer engagement.
• Background in financial services, digital banking, or highly regulated industries.

Benefits

• Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).
• Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
• Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.
• Building a Family: adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
• Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
• Other Compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.