Job Description:
General Function / Summary:
The Channel Leader is responsible for developing and executing channel strategies that drive business growth, operational efficiency, and customer satisfaction. This role has a primary emphasis on digital channel performance while supporting broader channel initiatives as business needs evolve.
This role is responsible for transforming the channel ecosystem through data-driven insights, customer journey optimization, cross-functional alignment, and technological innovation. The position leverages analytics, customer behavior insights, and performance measurement to identify growth opportunities, improve customer engagement, conversion, and business results across channels.
Essential Duties:
Channel Strategy and Optimization
Evaluate existing distribution channels, identifying areas for improvement, and developing comprehensive channel strategies to align with company goals.
Lead efforts to understand market trends, customer needs and preferences, and the competitive landscape.
Develop and execute channel roadmaps aligned with business objectives.
Data-Driven Insights
Design and drive analytical evaluation of channel performance, customer behavior, conversion trends, and financial impact.
Analyze customer journeys, funnel metrics, abandonment trends, acquisition performance, and operational outcomes to identify optimization opportunities.
Utilize analytics platforms such as Google Analytics, customer behavior and session replay tools such as Mouseflow, reporting systems, and data-querying capabilities including SQL to identify customer friction points, develop actionable insights, optimize user experiences, and influence strategic decisions.
Partner with business and technology teams to define measurement frameworks, reporting, and experimentation strategies that improve channel performance and customer experience.
Customer Journey & Funnel Optimization
Lead efforts to identify and remove friction points throughout the customer lifecycle to improve conversion, engagement, and retention.
Evaluate customer behavior patterns and digital interactions to recommend enhancements that improve business performance and customer experience.
Drive continuous optimization through testing, measurement, and performance monitoring across customer touchpoints.
Establish and monitor key funnel metrics and business outcomes to ensure alignment with strategic growth objectives.
Identify, prioritize, and execute growth opportunities through customer acquisition, conversion, retention, and channel optimization initiatives.
Own and influence key digital and channel performance metrics, ensuring optimization efforts translate into measurable improvements in growth, customer experience, operational efficiency, and financial performance.
Define, track, and optimize key funnel metrics including conversion rate, bounce rate, stage drop-off, customer acquisition efficiency, and other performance indicators that drive measurable business outcomes.
Cross-functional Leadership
Lead cross-functional collaboration across Retail, Operations, Finance, Credit, ePMO, IT, Marketing, and other key stakeholders to ensure channel strategies are seamlessly integrated and effectively executed across the organization.
Performance Management
Develop and implement Key Performance Indicators (KPIs) to track channel success and measure the effectiveness of optimization strategies.
Establish benchmarks and reporting cadences for digital funnel performance, translating metric trends into executive-level recommendations and prioritized action plans.
Support executive decision-making through the development and presentation of data-driven insights, recommendations, and performance updates.
Omnichannel Integration
Leverage technology and automation to streamline activities and synchronize funnel optimization with operations across different channels.
Compliance and Risk
Ensure all channel activities are in compliance with financial regulations, company policies, and industry standards.
Partner with Legal and Compliance teams to monitor risk and drive audit readiness.
Minimum Education and Experience Required:
Bachelor’s degree or equivalent relevant working experience
Minimum 10 years of experience in financial services, channel management, product management, business optimization, analytics, or related disciplines
Excellent communication and presentation skills, with the ability to clearly articulate and influence ideas to stakeholders at all levels
Strong business acumen and data-driven decision-making skills, including the ability to analyze large data sets and translate findings into actionable business strategies
Demonstrated ability to develop reporting, dashboards, KPIs, and executive-level insights through data analysis and performance measurement
Experience with digital analytics and customer behavior tools such as Google Analytics, Mouseflow or similar session replay platforms, reporting and data visualization tools, and SQL or equivalent data-querying capabilities
Proven success leading strategic initiatives, product enhancements, or channel optimization efforts that drive measurable business results
Demonstrated ability to drive business to improve financial performance
Strong project management skills with relevant experience driving results in matrix/cross-functional organizations
Demonstrated ability to synthesize data from multiple sources, identify trends, develop executive-level recommendations, and drive business actions that improve channel performance
Proficient in Microsoft Office programs
Ability and willingness to consistently live and embrace our core values of accountable, inclusive, transparent, and focused