Branch and Small Business Banking Capability Experience Manager

Job Title

Join the Branch & Small Business Banking (BSBB) Platforms & Capabilities team to shape the future of banker technology from within the business. This senior individual contributor role provides strategic leadership for banker-facing platforms, tools, equipment, and digital experiences that drive growth, improve efficiency, reduce risk, and enhance both client and employee experiences.

The Capability Experience Manager owns the end- to
-end experience for assigned capabilities, defining the future-state vision and multi-year roadmap that connects business strategy to execution while ensuring technology investments deliver measurable business value. This role is responsible for developing the future-state vision that advances fraud controls, strengthens identity verification and modernizes servicing transactions.

Leveraging deep expertise in banker workflows, enablement, and emerging technology, the Capability Experience Manager translates frontline and business needs into actionable strategies and solutions. Through data-driven decision making and cross-functional partnership this individual identif ies opportunities, prioritiz es investments, and deliver s solutions that improve security, reduce risk, and enhance banker effectiveness.

Key Responsibilities

• Define and champion the strategic vision, future-state experience, and long-term evolution of banker-facing platforms, tools, equipment, and capabilities.
• Own the end-to-end colleague experience across assigned domains, ensuring solutions are intuitive, scalable, efficient, and aligned to business and client needs.
• Serve as the business leader and advocate for frontline employees, ensuring their needs are represented
• Identify and evaluate emerging technologies, industry trends, and innovation opportunities to enhance banker effectiveness.

Strategic Roadmap & Investment Planning

• Develop, maintain, and govern 12– 36 month capability roadmaps aligned to enterprise priorities and business objectives .
• Translate complex business, operational, compliance, and customer needs into clear demand for Digital and Technology partners.
• Establish success metrics and value realization plans to ensure technology investments deliver measurable business, operational, experience, and financial outcomes.
• Influence investment decisions through development of business cases and value propositions supporting growth, optimization, risk reduction, and experience improvements.
• Partner with leadership teams to evaluate tradeoffs, prioritize opportunities, and align technology investments with strategic goals.

Capability Delivery & Business Stewardship

• Own business requirements and capability outcomes from concept through implementation.
• Lead the definition, documentation, and refinement of business requirements, process flows, and future-state experiences to support solution design and delivery.
• Collaborate with cross-functional teams including Product, Digital, Technology, Operations, Compliance, Risk, and Analytics to ensure successful execution.
• Provide strategic guidance throughout delivery, helping resolve complex issues, balancing competing priorities, and ensuring solutions achieve intended outcomes.
• Act as the accountable business representative for assigned capabilities during planning, development, testing, implementation, and adoption.

Experience Optimization, Insights & Continuous Improvement

• Analyze experience, operational metrics, usage trends, feedback, and performance data to identify opportunities for improvement.
• Leverage banker feedback, support data, and frontline experience insights to identify and eliminate pain points, reducing friction, and enhancing the colleague and client experience.
• Establish meaningful success measures and track adoption, business results, operational improvements, and experience outcomes.

Innovation & Change Leadership

• Evaluate emerging authentication technologies, digital identity capabilities, and AI-enabled solutions that improve security and user experience, reduce manual effort and improve decision-making .
• Champion a culture of innovation, continuous learning, and data-driven decision making.
• Influence stakeholders across multiple…