If you are a creative thinker with a passion for innovation and track record of driving change, we encourage you to apply. Join us in shaping the future of our Card Lending Services (CLS) Operations and making a meaningful impact. CLS is a dynamic and forward-thinking operations committed to staying at the forefront of innovation and identifying opportunities to improve our Customer’s Lending experience. Our CLS Innovation Strategy Manager serves as a leader by providing expertise to support critical initiatives within CLS with focus on Artificial Intelligence, process excellence and innovation.

As an Innovation Strategy Manager within the CLS Operations team, you will have the opportunity to make a significant impact by supporting Artificial Intelligence initiatives, process improvements, key strategic changes and expanding your creative skills in a supportive and collaborative environment. You will build and leverage strong partnerships with our Lending Operations and Product Teams to influence and create best in class experiences for our Customers and Lending Specialists. Join us and contribute to our mission while advancing your career.

Job responsibilities

• Develop and implement a comprehensive innovation strategy and foster a culture of creativity and idea generation by encouraging team members at all levels to contribute to innovation ideas
• Manage Overall Innovation Performance – set clear goals and expectations, tracking team progress against goals, addressing performance problems and issues promptly
• Drive process optimization, waste elimination, expense reduction, improved customer experience and audit readiness projects through leading strategic initiatives
• Collaborate and influence key stakeholders including Marketing, Business Partners, Product Owners, Controls and Cross Line of Business Operations to define end to end lending solutions that are sustainable and controllable
• Lead AI, Automation, Robotics and Machine Learning initiatives by partnering with technology to build use cases, design future automated processes, write user stories, conduct UAT testing and deliver final product
• Develop networks and build alliances; collaborate across boundaries to build strategic relationships and achieve common goals

Required qualifications, capabilities, and skills

• Minimum of 6+ years’ work experience, with Strategy, Card Lending, Card Service, or Customer-Centric Function
• Strong lending knowledge and ability to recognize interdependencies with Card Lending, Card Service, Digital and other key partners
• In-depth knowledge of customer’s journeys, including ability to articulate break points, and provide customer obsessed solutions
• Excellent communication and interpersonal skills with the ability to develop relationships across business partners
• Strong organizational and analytical skills with the ability to prioritize and identify big ideas
• Consultative approach with the ability to interact, influence, and communicate effectively with all levels of the organization
• Proficiency with office products such as Word and Excel, and business presentation tools such as Power Point
• Demonstrated accountability for work processes and the associated risks and controls
• Demonstrated ability to raise issues to relevant stakeholders or senior management with respect to the control environment
• Comfortable in a deadline-driven, fast-paced environment, with flexibility and willingness to adapt and change course as needed
• Ability to manage multiple initiatives at varying stages of their lifecycle

Preferred qualifications, capabilities, and skills

• Capability to leverage artificial intelligence and AI tools to enhance data analysis, uncover business trends, and provide actionable insights for strategic decision-making.
• Advanced proficiency in implementing automation solutions to streamline business processes and improve operational efficiency.
• Expertise in applying customer service skills to understand client needs and deliver tailored business solutions, while utilizing conflict management skills to resolve stakeholder issues and facilitate effective collaboration.
• Proficiency crafting clear and effective prompt writing to guide data analysis and ensure consistent outcomes.
• Ability to contribute to a collaborative work environment by sharing knowledge and supporting team initiatives.
• Competence in technology/process release management, with proficiency in using software applications, digital platforms, and other technological tools to solve problems and improve processes.
• Management Consulting experience with process improvement & project management methodology