Fulton Bank · 9 hours ago
Agile Customer Experience Owner
Plymouth Meeting, PA, US
Full-time
Hybrid
Senior Level
$124K/yr - $207K/yr
7+ years expFulton Bank is committed to making a positive impact in local communities and is seeking an Agile Customer Experience Owner to enhance the customer journey. This role is responsible for driving efficient delivery and improving customer experience across products and platforms, collaborating with business leadership to align strategies and manage the product backlog.
BankingFinancial Services
No H1B
Responsibilities
Identify major items (EPICs) tied to delivery and improvement of the customer experience and in alignment with business strategy and OKRs
Partners with business leaders to ensure alignment and knowledge transfer regarding current functionality and future capabilities. Works with stakeholders to gather, understand, and define requirements of the product or initiative that is delivered to the Agile Product Owner and the team. Provides clear communication to stakeholders of all levels, team members, and managers of status updates, key milestones, and progression. Collaborates with Learning and Development and Change Management to ensure appropriate training strategy for the new product, process, or initiative in development is implemented and adopted for new hires and existing team members
Works with scrum team to define requirements, test functionality, and ensure alignment to business strategy
Create and track KPIs in the sales workstream that focus on revenue, cost reduction, and efficiency
Customer Journey Vision & Strategy: Define and communicate the overarching product vision, strategy, and roadmap, ensuring alignment with business objectives and customer needs
Backlog Management: Maintain and prioritize the product backlog, ensuring work focuses on features that deliver the highest value and align with the strategy
Customer Advocacy: Act as the voice of the customer, gathering feedback and insights to identify pain points and validate ideas through research, customer interviews, and surveys
Stakeholder Management: Coordinate with various stakeholders (business owners, customers, development, marketing) to ensure alignment, manage expectations, and gain buy-in for product decisions
Cross-Functional Collaboration: Work closely with development teams, designers, and other functions to clarify requirements, address technical constraints, and facilitate the product development process
Feature Prioritization: Continuously prioritize features for implementation based on business value and strategic goals
Customer Journey Performance Measurement: Define and monitor key performance indicators (KPIs) to measure product success and guide future development
Innovation & Feedback: Encourage product innovation by supporting the development of prototypes and quickly incorporating feedback from customers and teams
Agile Leadership: Guide the product team through sprints and iterative processes, fostering a culture of continuous improvement and adaptability to rapidly respond to changing needs
Qualification
Required
Bachelor's Degree or the equivalent experience. Specialty: business or technology
7 or more years banking experience with experience working with business lines, understanding customer needs and delivering solutions
Investment/asset management experience within banking
2 or more years translating business strategy into solutions
1 or more years Agile Ways of working
Agility to quickly adapt to customer and stakeholder needs
Leadership and influencing skills
Passion for changing the status quo
Ability to problem solve and make hard decisions
Preferred
Master's Degree or the equivalent experience. Specialty: business or technology
Benefits
Medical plans with prescription drug coverage
Flexible spending account or health savings account depending on the medical plan chosen
Dental and vision insurance
Life insurance
401(k) program with employer match and Employee Stock Purchase Plan
Paid time off programs including holiday pay and paid volunteer time
Disability insurance coverage
Maternity and parental leave
Adoption assistance
Educational assistance
Robust wellness program with financial incentives
Company
Fulton Bank
Fulton Bank strive to have a better understanding of your financial goals, are a full-service commercial bank operating 250 branches.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mark DeGrandpre
VP, of Life Sciences and Technology
Atul Malhotra
Chief Risk Officer (CRO)
Recent News
2026-01-22
2025-12-18
Company data provided by crunchbase