Dir, Customer Engagement Advisory Tools

At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the Bank that clients from every industry turn to for our expertise, strategies, and advice--building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth--with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the US.

At Valley, we're all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we make it our goal to help you focus on what drives you--working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we're a relationship bank built for growth, that's not just reserved for our clients--that includes all our associates as well.

The Director, Advisory & Enablement Tools, is the primary bridge between frontline Sales & Service teams and Technology/Product partners for the consumer bank. Reporting to the Head of Sales & Service Enablement, this leader owns the end-to-end effectiveness of lead generation, pipeline management, CRM, origination and advisory tools across Retail, SMB, and Mortgage channels. The role translates frontline needs into prioritized platform enhancements that improve banker productivity, conversion, and client engagement quality--partnering with Product, Technology, Marketing and Channel Enablement to shape tooling roadmaps and drive measurable outcomes.

• Lead Generation & Distribution
  • Own the strategy, routing logic, and prioritization frameworks for internal lead generation across all channels.
  • Define and track lead health metrics--utilization rates, work rates, and conversion to pipeline--and drive continuous improvement against each.
  • Serve as business product owner for lead management platforms; translate field experience into clear product requirements and backlog priorities.
• Pipeline & CRM Effectiveness
  • Own and optimize the end-to-end pipeline and CRM ecosystem, driving efficient lead-to-close workflows, reducing administrative burden, and maximizing frontline selling effectiveness.
  • Leverage data, AI, and automation to enhance prioritization and insights, while simplifying workflows, improving platform adoption, and partnering cross-functionally on continuous enhancement and change management.
• Customer Profiling & Advisory Tools
  • Own and evolve customer profiling and advisory tools, embedding AI-powered insights, segmentation, and next-best-action guidance to enable personalized, data-driven client engagement.
  • Ensure seamless integration of customer intelligence into frontline workflows, partnering with data and analytics teams to continuously improve accuracy, relevance, and usability.
• Account Opening & Origination Platform Liaison
  • Serve as the business lead for account opening and origination platforms, partnering cross-functionally to ensure solutions are intuitive, efficient, and aligned to frontline and client experience needs.
  • Optimize origination workflows and performance by identifying friction points, leveraging field feedback and data insights, and driving prioritized enhancements to improve conversion, efficiency, and user experience.
• Frontline User Experience (UX) Ownership
  • Establish and govern UX standards across sales enablement tools, ensuring simplicity, consistency, and alignment with frontline workflows and needs.
  • Lead structured pilot programs for new capabilities, synthesizing field feedback to inform go/no-go decisions and drive resolution of issues prior to full-scale deployment.
• Voice of the Banker & Field Liaison
  • Serve as the primary liaison between Retail, SMB, and Mortgage channel teams and Technology/Product organizations, ensuring frontline needs are consistently reflected in platform decisions.
  • Establish structured mechanisms--advisory boards, listening sessions, ride-alongs--to capture and synthesize field feedback.
  • Represent banker and client experience needs in roadmap planning, product review sessions, and…