Director, Strategy & Ops - Consumer Banking

Director, Strategy & Ops - Consumer Banking

Reporting to: VP, Consumer Banking

Location: New York, NY

 

What is Bilt?

Bilt Rewards is the first loyalty program that rewards members on rent and in their neighborhood, no matter where they live.

Bilt Members can earn points and access exclusive benefits on rent payments, condo & co-op fees, and around their neighborhood at local restaurants, fitness studios, rideshare, and more. Ranked the highest-value point currency by top publications, Bilt Points can be transferred 1:1 to major airline and hotel programs, or used towards rent payments, shopping, fitness, and even a down payment on a home. Members also get access to credit-building benefits, member-only experiences, and an Elite Status program.

In partnership with the top multifamily owners & operators across the country, we’ve also created the Bilt Rewards Alliance, a network of 4M+ apartments and homes across the country. Residents who live in the Bilt Rewards Alliance make payments directly through the Bilt Payment Center and get access to benefits including additional earn opportunities on new leases, renewals, and more.

While Bilt Members can use any debit or credit card to earn points and access their benefits, Bilt has partnered with Mastercard and Wells Fargo to create the Bilt Mastercard® - the first and only credit card that lets you pay rent and earn points without the transaction fee.

 

What’s the role?

As the Director, Strategy + Ops - Consumer Banking, you will be responsible for driving sustainable portfolio growth by attracting customers who engage fully with our suite of products and features.  This is a strategy and operations role.  You will be working on the strategy, business case sizing, product roadmap, and day-to-day program management of all consumer banking products.

Your key objective in this role is to increase in-network adoption of our consumer banking products and drive sustainable engagement - that might include developing products, features or marketing treatments that increase the engagement level of Bilt Reward Members with our different consumer banking products: The Bilt Mastercard, Rent Reporting, and Homeownership services.  

You will own the day-to-day performance and P&L of these products, monitoring analytics to identify solutions to increase enrollment and engagement. This job is for you if you like making ideas come to life by sizing the opportunity (Excel ninja skills), getting to the ground-level detail of what it takes to operate the idea, and motivating partners to execute their piece of the project while you execute your own piece.

 

In this role, you will… 

• Customer Insights: Deeply understand the needs, behaviors, and profiles of Bilt Rewards Members who live in an Alliance building and/or who engage in Rent Reporting. 
• Business P&L and Modeling:  P&L ownership. Ability to understand P&L drivers and model outcomes as needed.
• Feature usage:  Monitor product and feature usage to uncover opportunities or gaps.  
• Product Iteration:  Strong bias for iterative product and marketing experimentation.  Insatiable curiosity on how to improve the customer experience
• Program Roadmap development:  Use customer insights to inform existing program enhancements or to launch new product solutions. Articulate business case and rationale, then execute.  
• Marketing program development:  In partnership with marketing, create and drive marketing programs that increase user engagement and cross-sell.
• Partner management:  Work closely with marketing, product, engineering, data and customer success team members, as well as vendors.  You will serve as a conduit to the rest of the consumer banking organization and to vendors.  
• Project Management:  Act as a catalyst and then help coordinate the development of launch initiatives
• Vendor Management:  Identify and filter potential vendors that could help power new consumer banking solutions for customers
• KPI:  You will be accountable for driving KPIs that signal improved customer engagement and cross-sell

 

In terms of qualifications, we’re seeking:

You are a strategic individual who soaks up data and then proactively identifies solutions that address customer and/or business needs.   You are proactive and don’t wait to be told what to do.   Although you are comfortable with big-picture strategy, jumping into the details and getting your hands dirty in execution comes naturally to you.   Your attentio