Business Card - Account Management Strategy & Execution

About this role

We are seeking a Senior Lead Business Execution Consultant within the Business Credit Card organization to deliver account management and servicing strategy across the customer lifecycle. This role is accountable for translating business priorities into executable strategies, business cases, partner alignment, delivery roadmaps, readiness plans, and measurable operating outcomes across assisted and digital servicing channels.

The leader will operate as a business strategy and execution owner, connecting customer experience, business performance, risk, compliance, operations, product, technology, analytics, legal, and frontline servicing partners. The role supports agile product teams during discovery, refinement, and delivery; however, the primary accountability is to define the business strategy, shape decisions, drive cross-functional alignment, and ensure delivered capabilities are operationally ready, compliant, measurable, and scalable.

This role is critical to enabling responsible growth and superior customer experiences within Business Credit Card. As a Senior Lead Business Execution Consultant, you will ensure that strategy is converted into shippable, compliant, and scalable capabilities that balance customer value, business performance, and risk stewardship across the full account lifecycle.

Key Responsibilities

• Own the strategy, roadmap, and business execution for Business Credit Card account management, servicing, and customer support capabilities across assisted and digital channels.
• Shape and prioritize capabilities supporting servicing, card management, payments, disputes, customer communications, alerts, autopay, and authorization capabilities.
• Translate customer needs, operational requirements, risk considerations, and leadership priorities into business strategies, requirements, sequencing decisions, and measurable outcomes.
• Provide business ownership and subject matter expertise for servicing platforms, partnering across Product, Technology, Operations, Risk, Compliance, Legal, Marketing, Analytics, and Customer Service to deliver customer-focused solutions.
• Develop business cases and executive recommendations that clearly articulate customer impact, business value, operational considerations, dependencies, risks, and tradeoffs.
• Drive improvements in customer experience, banker effectiveness, operational performance, risk discipline, reporting visibility, and digital adoption through scalable self-service capabilities.
• Use customer feedback, operational metrics, service insights, and performance data to prioritize investments, evaluate outcomes, and drive continuous improvement.
• Senior-level individual contributor with significant matrix leadership responsibilities; may lead virtual teams, working groups, steering discussions, and vendor or partner engagements.
• Own outcomes, not only deliverables: define the strategy, align stakeholders, drive decisions, support delivery, manage readiness, measure impact, and adjust based on results.
• Establish clear operating routines for roadmap review, initiative prioritization, business readiness, partner communications, and post-launch performance monitoring.
• Ensure end-to-end launch readiness, including process, procedures, controls, reporting, training/communications, monitoring, and success criteria.
• Adhere to enterprise risk and control standards; maintain evidence of control design, operationalization, and partner engagement through governance, audit, RCSA, and examination activities.
• Lead stakeholder alignment and decision-making in complex environments, ensuring solutions meet customer, business, regulatory, compliance, and operational requirements while supporting the broader servicing journey.

Required Qualifications:

• 7+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired qualifications

• Proven experience leading enterprise-scale account management, servicing, or customer experience strategies with measurable business, customer, or operational impact.
• Strong strategic thinking, structured problem solving, analytical rigor, and executive-level communication skills.
• Demonstrated ability to convert ambiguity into clear strategies, business cases, roadmaps, requirements, decision points, and execution plans.
• Experience operating in highly matrixed, regulated environments and influencing partners across business, product, technology, operations, risk, legal, compliance, analytics, and frontline teams.
• Working understanding of agile delivery practices and product/technology partnership; ability to support agile tea