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MUFG Union Bank Customer Journey Capabilities, Managing Director in Dallas, Texas


Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018). In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Customer Journey Capabilities Managing Director

Major Responsibilities:

  • Empower line-of-business partners to achieve their Customer Journey strategic outcomes by establishing and continually evolving the Customer Journey Portfolio of Capabilities as a network of enabling technologies

  • Manage the leaders responsible for the various Customer Journey Capability Teams (Marketing, Research & Selection, Purchase/Onboard/ Funding, Product Servicing, Customer Service, and Relationship Management)

  • Lead the discussion around build versus buy for customer facing capabilities and strongly connected with fintechs for solutions.

  • Define and manage Customer Journey portfolio roadmap to ensure cohesion and consistent application of best practices across the various individual portfolios

  • Alignment of existing teams to a Capability model of delivery; drive adoption of an engineering mindset

  • Work with capability, business and OTA teams on funding needs, desired outcomes based on Key OKRs

  • Operationalize execution model to scale to enterprise level based on priorities from business and technology perspective

  • Implement and drive execution routine, product planning, risk management and formalize the common backlog planning across all capabilities

  • Work with capability vendor to ensure there is rigor and follow through on all commitment from execution and quality perspective

  • Work with testing and other teams to develop end to end delivery plan



  • Sr. Leader familiar with Customer behaviors & Preferences; experience with Customer Journey mapping and technologies

  • 15 years in IT, Marketing or Digital functional areas; along with 5 years of most recent Digital-focused roles

  • Bachelor’s degree in Computer Science, Information Systems or a related field is required; Master’s degree preferred

  • Willing to get hands on (must be deeply aware of modern digital technologies) to ensure right architectural decisions are made.

  • Experience scaling a success team during hyper growth phase

  • Proactive self-starter, strong team collaborator and outcome-oriented

  • Organizationally savvy, with demonstrated ability to influence leaders and facilitate alignment and clear decision-making

  • Agile and Product mind set, knowledge of industry standard agile practices such as SAFE is a must

  • Knowledge of the Financial Services Industry regulatory landscape required

  • High level understanding of core engineering principles including knowledge of DevOps, Cloud, API based delivery required

  • Excellent communicator across all channels and organizational levels

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Job: Technology

Primary Location: TEXAS-Dallas

Schedule Full Time

Shift Day

Req ID: 10037898-WD