Client Experience (CX) Strategy and Process Delivery Leader

Client Experience Strategy And Process Delivery Leader

Location : 4910 Tiedeman Road - Brooklyn, Ohio 44144 Work Location Hybrid (3+ days in office)

Job Summary : The Client Experience (CX), Strategy and Process Delivery Leader is a strategic leadership role responsible for guiding enterprise-wide process improvement initiatives. This position focuses on enhancing operational efficiency, client satisfaction, and organizational alignment through innovative process design and continuous improvement. The role involves close collaboration with executive leadership and cross-functional teams, driving transformation efforts and embedding a culture of excellence and innovation.

Essential Functions :

• Provide strategic direction and leadership to Process Engineers in support of enterprise transformation initiatives.
• Act as a thought leader and advisor on operational excellence, continuous improvement, and client-centric process design.
• Champion a culture of innovation, collaboration, and alignment with enterprise goals and organizational values.
• Evaluate current people, processes, and technology to identify improvement opportunities and design future-state processes that enhance client and employee experiences, drive growth, reduce risk, and improve efficiency.
• Manage and execute end-to-end process improvement initiatives across multiple business units, integrating new tools, methodologies, and best practices to elevate performance.
• Build and maintain strong relationships with executive leadership, business partners, and cross-functional teams to ensure alignment and successful execution of transformation efforts.
• Share insights and best practices across the enterprise and represent the Process Engineering function in strategic planning and governance forums.
• Adapt to evolving business needs and perform additional duties as assigned.

Performs other duties as assigned; duties, responsibilities, and / or activities may change or new ones may be assigned at any time with or without notice Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

Education : Bachelor's Degree in computer science, Operational Excellence, Business Administration, or a related discipline, or equivalent experience (preferred)

Work Experience : 7+ years of experience in business analysis and / or process engineering (required) 3+ years of management or leadership experience (required) Experience working with cross-functional teams and senior leadership (preferred) Background in IT or experience working with technology teams (preferred) Familiarity with Agile, Lean, or Six Sigma methodologies (preferred)

Licenses and Certifications : Lean Six Sigma certification (preferred) Agile certification (preferred) PMP or other project management certifications (preferred)

Skills : Strong leadership and team development capabilities Excellent verbal and written communication skills Ability to influence and build relationships at all organizational levels Strong facilitation and presentation skills Strategic thinking and problem-solving abilities Proficiency in process mapping, data analysis, and process improvement tools High level of adaptability and continuous learning mindset

Core Competencies : All KeyBank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

Physical Demands : General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC / laptop, occasional lifting / pushing / pulling of backpacks, computer bags up to 10 lbs. Travel Occasional travel to include overnight stay. This position is NOT eligible for employment visa sponsorship for non-U.S. c