Digital Adoption Leader

Location:

For Those Who Work At Home - Various, New York 10705

At KeyBank we are looking for passionate team members with a desire to innovate and think digital first; your objectives will be focused on using data and insights to drive digital adoption of our digital capabilities and solutions. With a focus on building optimal customer experiences by leveraging data and tying it back to a bigger strategic vision, uncover opportunities and drive tactical remediation efforts. This is a fast moving, high-energy environment where the right individual can make a difference on the client experience while driving significant business value.

Team members will be responsible for managing the strategy of multiple key digital projects and/or initiatives simultaneously including strategic direction through execution. This role provides critical thought leadership to business partners within and across organizational teams.

The Digital Adoption leader will develop, implement and oversee strategy and execution of adoption activities across multiple channels.  This role is pivotal in transforming our digital first culture and processes, ensuring a seamless migration from human-centered behavior to digital-first behaviors. The ideal candidate will possess strong analytical skills, a strategic mindset, and the ability to lead cross-functional teams towards achieving our digital adoption goals.

Job Responsibilities:

Data Analysis and Insights:

• Analyze adoption performance and translate into actionable insights and strategic priorities
• Build business case and measure performance and results, including field accountability dashboards and reporting

Team Leadership:

• Lead a cross-functional team of direct reports and partners
• Ensure successful realization of adoption goals
• Establish a cross-functional integrated digital adoption team with a consistent narrative and organizational alignment of objectives

Strategic Planning and Execution:

• Develop comprehensive business cases for new initiatives, projects and investment opportunities
• Formulate and prioritize a roadmap
• Lead the strategy and development of digital adoption practices – executing initiatives and priorities to drive digital adoption outcomes
• Own the strategic management and utilization of digital adoption platform - WalkMe

Industry Benchmarking and Collaboration:

• Conduct industry benchmarking
• Build and maintain an external collaboration forum with experienced peers

Backlog Management:

• Establish and manage a backlog of digital capability needs that enable the adoption of digital capabilities
• Create value driven backlog for digital adoption
• Inform and prioritize digital adoption backlog for partners

Cultural Transformation:

• Drive a cultural transformation that promotes sustainable behavioral change – moving from human centered to digital centered
• Advocate for a digital-first mindset across the organization

Cross-Functional Collaboration:

• Partner with the teams across the company to meet digital adoption objectives, including the following teams: product/platform owners, automation team, change management, data and analytics, and technology.
• Develop a holistic roadmap and achieve business results through collaboration.
• Manage significant products and/or programs; direct the efforts of the most significant or business impacting projects/products
• Develop new enhancement process improvements based on market insights, performance data and voice of the client. 
• Develop strategies to address adoption gaps through tactical remediation and informing and managing backlogs across products & platforms.
• Partner and support work of product owners and other team members to build and deliver enhancements to Key Bank’s mobile and online capabilities.
• Initiate and lead projects to implement enhancements and innovation while collaborating closely with marketing, technology, product partners, vendors, and internal partners to ensure effective deployment of budget in order to maximize our digital investment. 
• Demonstrate strategic thinking with the ability to anticipate client needs; sees ‘big picture’ within business/ product/ capability.
• Understand and leverage competition’s strategy and market trends; translate to contribute to client strategy and anticipate needs
• Translate business goals into digital product concepts and tactical user stories.
• Work closely with stakeholders to advise them on how to develop and sustain a business advantage in their space via Key Bank ’s digital channels.
• Maintain and m