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MUFG Union Bank Digital Channels Customer Journey Technology, Director in Glendale, California

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. We achieve this by delivering on our values, putting people first, fostering long-term relationships built on honesty and mutual understanding, and inspiring the best in each other. This is all part of our inclusive, high-performing culture supported by Total Rewards that include our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial group.

Job Summary:


The MUFG Union Bank’s Digital Banking organization is focused on creating a direct line of sight from the needs of its customers to the rapid execution and delivery of technology and software that provides solutions to those needs. Our focus is to provide a superior customer experience, ensuring a bank that is "easy to do business with" across multiple channels of customer engagement.

Delivering Technical Excellence in Customer Experience:

The Director for Digital Customer Journey Technology Lead has a strong technical product management background. They possess an intuitive feel for how technology solutions can improve the customer experience, yet with the skill to simplify the complex and accelerate the work of development teams. As a key member of the Digital Banking Technical Team, they represent the enablement arm of Customer Journeys at the bank and understand how to implement the goals of a Customer Journey Lead.

Successful candidates are required to have extensive Banking and Financial Systems expertise, broad knowledge of Digital platforms and technologies, and an understanding of how to enable Agile Methodologies to deliver Customer-Centric Solutions. The position will report to the Managing Director for Digital Banking Transformation at MUFG Union Bank.

As a Customer Journey Technical Lead, you will be the main interface to the Technology organization for the Business’ Customer Journey Lead. You will work with the Customer Journey Lead to provide technology guidance, strategic technology design and implement approaches to technology strategy that enable Customer Experience Journeys across digital channels, products and brands at the bank.

Successful candidate will also be responsible for building, launching and managing multiple agile teams comprised of System Managers, Technical Leads and Software Engineers, focused on executing the development work for a specific Customer Journey. You may also manage teams working in Waterfall methodologies. You will assess technical feasibility for implementing Journey and backlog priorities across platforms, systems and channels to create alignment solutions. You will also providing a feedback loop to the Journey Owners on ways to improve Customer Journeys and the Customer Experience.

In this role, you will be required to interact with Senior Leadership in both the business and technology organizations, as well as diverse engineering, developer and technical professionals, in an agile environment, across the MUFG Union Bank Technology organization.

The ideal candidate will be both a strategist and a technical leader able to steer the agile development teams in the most profitable direction, measured by progress against the Bank’s strategic and digital objectives. You will help implement the Bank’s digital vision, mission and long term goals for products, features and customer experience. Very strong program, team and crisis management skills are essential. The goal is to ensure the technology strategy behind agile team efforts are constantly moving towards the bank’s short-term and long-term strategic objectives.

Candidates will possess a deep understanding of the complexities in delivering development activities in an agile methodology, amid an organization undergoing transformation and constant change.

This Leader will:

  • Have a deep understanding of technologies in the Banking and Financial Services industry

  • Be the single technical point of contact for a Digital Banking Customer Journey Owner

  • Drive the technology development work of agile and waterfall teams against a specific Customer Journey, working in a fast moving and ever-changing environment.

  • Collaborate with other Technology domain owners across the enterprise to align on technical and business deliverables.

  • Develop and execute the bank’s strategies to attain the goals of the bank and stakeholders.

  • Act as the technology executive escalation point for the business and other IT domains to resolve problems.

  • Solve complex issues that require dynamic / creative solutions with ability to manage up and across the technology organization.

  • Communicate and maintain trust relationships with stakeholders, business partners and technology domain leads and across the organization.

  • Partner with the line of business to create the technical solutions and strategy to deliver new Journeys and corresponding products/platforms within those Journeys.

  • Manage the technical end-to-end solution for a Customer Journey working with all required technologies and systems, such as UI development, API/Middleware development, core banking development, data integration, information security and any other systems impacted.

  • Provide strategic advice to technology leaders and progress updates to Senior Leaders so they have an accurate view of digital solutions implemented and business value/impact.

  • Be able to coordinate and plan across multiple agile teams and other development groups.

  • Be a self-starter with strong leadership skills and the ability to quickly resolve issues and deliver product releases on time.

Major Responsibilities:

  • Develop strong relationships with various lines of business and technology leaders to enable the software development work of agile team

  • Develop and provide guidance and oversight to Agile Teams for agile product delivery

  • Oversee multiple agile teams, resolve core and complex technology issues that arise, and guide the teams towards a cohesive execution of the line of business’s objectives on both customer experience and financial profitability

  • Guide technology, engineers and developers to design technology processes and/or service delivery models, with an emphasis on agile best practices

  • Achieve technology and departmental financial, strategic, tactical and operational goals, collaborating with Business and Technology Leaders to ensure these goals are achieved

  • Develop collaborative and productive relationships with IT Managing Directors and Directors across various Application Development and Operational teams

  • Manage and communicate across all projects and stakeholders in the portfolio

  • Hire, train, develop and appraise staff effectively, taking corrective action on timely basis

  • Keep up-to-date on information and technology affecting functional areas to increase innovation and ensure compliance.

  • Delegate responsibilities and supervise the work of technical resources, providing guidance and motivation to drive maximum performance

  • Improve the integration architecture of the digital systems

  • Have a strong functional and technical background to oversee digital systems, and be able to have in-depth conversations other agile technical teams

  • Represent Technology in meetings with other Bank personnel, consultants, vendors, etc.

  • Participate and initiate long-range strategic plans for business technology supporting initiatives, and the execution of those plans.

  • Provide leadership in achieving organizational business objectives and required deliverables

  • Collaborate with Agile Center of Excellence in processes and controls

  • Ensure operational performance and improvement of the end-to-end lead flow.

  • Identify issues before others do, collaborate to fix issues when they arise, recommend new ways to optimize and improve processes, document, measure and train others on new processes.

  • Contribute to processes that help manage and grow the digital experience, including data integrity, enrichment, build out, and targeting/segmentation approach

  • Consistently and predictably develop, document, and optimize technology processes, and automate where appropriate.

  • 15 years leading software development teams.

  • 8 years in a senior technology leadership role.

  • Knowledge or one or more programming languages such as Java, Angular, JQuery, HTML, JavaScript, Node JS, or others.

  • Experience working with API’s and developing UI/UIX for web and mobile application. Android/IOS experience.

  • Understands application development infrastructure from development, testing to production.

  • Knowledge or Code management, change and release management. Experience managing and leading agile development required.

  • Ability to resolve complex issues. Ability to work in a matrixed environment.

  • Experience working across IT domains and lead interactions with other senior executives in both technology and business.

  • Ability to create strategic plans, roadmaps and transitional phases supporting an overall IT vision

  • Creative and responsive to the needs of the business and technology.

  • Strong leadership, organization skills and management experience

  • Must be a team player with strong interpersonal, verbal, and written communications skills

  • Should be able to work with off-shore vendors and resources spread out globally

  • Ability to communicate and work directly with business leaders across Technology and Business at all levels of the organization.

  • Must be detail oriented and possess the ability to handle multiple tasks simultaneously

  • Must possess organizational, problem-solving and time management skills to meet deadlines

  • Must possess the skills to use multi-level analysis and sound judgment to work through organizational and process issues

  • Previous consulting experience is beneficial, or practice in driving strategic direction across multiple lines of business

  • Proven track record of Digital Transformation / Agile development execution experience; digital channels or analytics background is a plus

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: *Systems / Technology

Title: Digital Channels Customer Journey Technology, Director

Location: CALIFORNIA-Glendale

Requisition ID: 10026554-WD

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