**The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.** Need Help? (https://www.brainshark.com/bbandt/careers-site-faq) _If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (careers@truist.com?subject=Accommodation%20request)_ _(accommodation requests only; other inquiries won't receive a response)._ **Regular or Temporary:** Regular **Language Fluency:** English (Required) **Work Shift:** 1st shift (United States of America) **Please review the following job description:** Provide leadership within the Client Experience and Operational Excellence Program, which will allow Truist to drive continuous improvements with a focus on delivering distinctive client and teammate experiences. This team will be responsible for collecting and analyzing CX data insights, understanding interaction sequences of common client experiences, identifying drivers of client dissatisfaction and friction and partnering to reimagine degradative client experiences – including designing changes to CX journeys based on collective data insights.  **ESSENTIAL DUTIES AND RESPONSIBILITIES** Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. 1. Responsible for closed-loop feedback, leveraging data and analytics, to create insights and drive action. 2. Team will effectively translate complex operational opportunities into action plans and conduct continuous improvement activities. Overlay client journey architecture and validate end-to-end process maps, and develop forward-looking processes, policies, procedures, and systems that support the development, operational effectiveness, and continual improvement of critical CX outcomes. 3. Partner across the team to identify key client engagement points and client pain points. Analyze aggregated feedback from Complaints, VOC, VOM and other sources to identify the top CX opportunities for Consumer and Small Business Banking (CSBB), Wholesale and COEs. 4. Drive business process transformation to create long-term competitive advantage through a differentiated Client Experience. 5. Responsible for remediation of select enterprise-wide CX and operational deficiencies escalated through the Complaints COE and other channels. Champion enhancements through client experience root cause analysis and cure assessment. 6. Partner with Journey teams and Service Design to enhance and inform client experience, teammate experience, etc. 7. Act as a horizontal across DCXM and partner with DCXM Governance team to ensure appropriate processes are delivering a differentiated client experience. 8. Manage team of professionals, making recommendations for career development, performance evaluations, salary changes, promotions, transfers and terminations within established policies and guidelines. Responsible for effective development of an engaged team that operates consistent with Truist’s Purpose, Mission and Values. Develop standards of performance, and hold teams accountable. **QUALIFICATIONS** **Required Qualifications:** The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Bachelor’s degree in Business Administration or Management or equivalent education and related training or experience; 2. 8 years of experience in financial industry, preferably in Operations or Risk Management related areas; 3. Strong interpersonal, verbal and written communication skills, as well as the ability to successfully interact with and influence senior management and staff; 4. High-level analytical, planning, problem-solving and negotiation skills; 5. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products; 6. Thorough working knowledge of bank regulations. 7. Demonstrate high level of competency in consulting and managing projects, including the creation, conceptualization and execution of multiple large, complex projects requiring the management of multiple resources **Preferred Qualifications:** 1. Master's degree or equivalent education, training and work-related experience in financial industry, preferably in Operations or Risk Management related areas; 2. 5 years of management experience; 3. Certified (or pursuing certification) Six Sigma Black Belt 4. Experience/exposure to financial regulators. **General Description of Available Benefits for Eligible Employees of Truist Financial Corporation:** All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (https://benefits.truist.com/) . Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work. **_Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace._** EEO is the Law (https://www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf) Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp\_%20English\_formattedESQA508c.pdf) E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\_Participation\_Poster\_ES.pdf)