Job Description

SUMMARY
Assists in the development of the digital strategy function responsible for planning and developing a product strategy roadmap. This position provides technical recommendations on policy and strategy implementation for multiple divisions. Regularly interacts with senior management or executive levels on matters concerning small to large functional areas, divisions, and/or customers with simple to complex products. Works alongside the data enablement team to design and create solutions, conduct future state experience mapping and build the delivery roadmap. Responsible for long-term goals and strategic objectives to ensure alignment with the company’s product strategy goals. Tracks the competition, and identifies threats or opportunities as well as identifies gaps in current product offerings and potential product retirement strategies. Analyzes issues that affect productivity, profitability, and growth. Identifies, research es, and evaluates new business opportunities and market initiatives. Develops business and strategic plans.

RESPONSIBILITIES

Develop Customer Experience roadmap that comprises a holistic plan to provide positive experiences at each customer touchpoint along the customer journey and purposeful ways to measure those experiences – both online and off
Identify meaningful experiences that can improve loyalty, increase satisfaction and engagement across all interactions with Black Knight products and services from discovery to post-purchase experiences
Analyze competitors and market trends to get a clear picture of what they are doing to service our target audience and markets
Develop a framework for our services including service blueprints, service scope, service value and standards
In partnership with leaders, continually optimize key customer-facing processes that are both differentiated and scalable. Identify opportunities for technology use to simplify and improve B2B and B2B2C experiences
Solve customer experience pain points with platform technologies, APIs, micro services and digital capabilities that deliver competitive, industry-leading experiences
Collaborate with architecture, technology and product to shape future state solutions
Lead research to validate concepts and experiments that deliver break-thru experiences
Monitor competitive technology trends, highlighting technology applications solving CX challenges across industries
Ensures that policies and procedures align with corporate vision
Performs additional related duties as assigned.

MINIMUM REQUIREMENTS

A Bachelor’s degree or the equivalent combination of education, training, and work experience
Requires 8+ years of related experience with a minimum of two (2) years of leadership responsibility
Financial services industry experience
Prior experience in developing services blueprints

PREFERRED QUALIFICATIONS

Master’s degree (preferably in business administration)
In-depth mortgage industry knowledge
Strong understanding of B2B business models and selling process
Strong working knowledge of conducting customer research and survey platforms
Strong understanding of B2B and B2B2C technology platforms
Solid track record of leading cross-functional teams across multiple stakeholders
Strong communication skills with demonstrated ability to communicate visually to story tell in a compelling way
Strong strategic vision and passion for customer success through use of processes, standards and technology
Ability to architect services and support delivery models that align with current customer segments
Ability to communicate well with individuals, teams, and partners at any level of the organization
Knowledge of the tools, techniques and principals used in Lean-Agile framework/development
Ability to work in the abstract with limited direction
Strong technical aptitude with experience in platform technologies, APIs, micro services and digital capabilities
Excellent analytical, decision-making, problem-solving, team, and time management skills
Project management skills; ability to prioritize and complete tasks
Requires leadership and negotiation skills

The target pay range for this position typically starts at $130k – $195k

Black Knight carefully considers multiple factors to determine compensation, including a candidate’s education, training, specialty, experience, and work location. The base salary (exempt) or hourly rate (non-exempt) is just one component of the total rewards package offered to our employees, including potential bonus or commission eligibility, insurance (medical/dental/vision/life/disability), matching 401(k) plan and matching employee stock purchase plan.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.

How to Apply

Job Types: Full-Time. Salaries: Less than 20,000.

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