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MUFG Union Bank Retail Banking Omni-Channel Customer Journey Owner, Vice President in United States


Are you passionate about creating an exceptional client experience?

Discover your opportunity with Union Bank, a division of the Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. At Union Bank, we care about the details that matter most to our clients. We have our clients’ best interest in mind, drawing on more than 150 years of experience to understand their distinct needs and tailor our solutions. We’re part of 180,000 colleagues around the globe striving to be the world’s most trusted financial group. Trust starts with a culture of putting people first and empowering you to achieve your potential. Join Union Bank, where being inspired is expected and creating results is rewarded.

Job Summary:

This position supports the Core Banking Transformation (CBT) Program. CBT is a multi-year effort to modernize our deposits platform with a premier digitally-led and simplified ecosystem for consumer, small business, commercial, and transaction banking to deliver outstanding customer experience and provide the bank a high-reaching advantage in the market. Our customers will benefit from streamlined and automated processes that simultaneously will provide business process efficiencies and operational cost savings.

The Customer Journey Owner will be responsible for shaping the CBT vision and strategy for customer journeys across MUFG Union Bank’s lines of businesses and delivery channels, developing end-to-end customer experience, and leading the execution of this vision. In this role, you will come in with experience developing customer journeys for a large, multi-faceted organization with an emphasis on multi-channel experience (e.g. branch, phones, online/digital), identifying key moments of truth (e.g. onboarding, servicing), and discovering areas of opportunities through meaningful research methods and tools.

Management or Supervision: No

Major Responsibilities:

  • Develop vision, strategy, and roadmap for customer journeys.

  • Build customer journeys that embody the sum of experiences of our customers and span across LoBs, channels, and touchpoints.

  • Lead all aspects of customer personas to ensure they stay aligned with Key Target Segments and are continuously revisited to address emerging segments.

  • Synthesize current customer service and product offerings to develop a holistic and effective client engagement model.

  • Maintain current competitive landscape analysis to inform outstanding journeys across different industries.

  • Collaborate with LoBs and product owners to deeply understand products, product requirements, customer interactions, and gain alignment and consensus for roadmap features, functionalities, and improvements.

  • Define the metrics to track progress and success.

  • Monitor and respond to customer feedback and “own” the journey analytics to continuously engage and motivate Journey Owners to improve the client experience and prioritize roadmaps and backlogs.

  • Liaison with all partners to achieve outstanding client experience in alignment with goals performance indicators.

  • Serve as an inspiring leader for Journey Owners, the business, and technology team and assist with the prioritization of backlog functionality.

  • Provide leadership with recommendations on future functionality.

  • Work with cross-functional teams, aligning their goals to execute on multiple projects in a timely and efficient manner; drive interaction with marketing, sales, operations, and technology to deliver customer-centric products and services.


Additional Requirements:

  • 7 years in a customer journey role either as a Journey Owner, Journey Manager, Customer Experience Manager, or equivalent role in a “journey-driven” organization.

  • Experience working on large, complex projects with multiple partners and decision-makers.

  • Ability to handle ambiguity, adapt to change, and solve problems.

  • Rigor for influencing decision-makers and owners through thoughtful and deliberate consensus-building.

  • Knowledge of Net Promoter Score (NPS) methodology and research expertise.

  • Experience partnering with field organizations including call centers and branches.

  • Experience working with technical teams on technology/systems changes.

  • Experience with process mapping and process improvements.

  • Customer Centricity – Passionate about customer happiness.

  • In-depth knowledge of agile processes and principles.

  • Experience with JIRA/Confluence preferred.

  • Outstanding communication and leadership skills.

  • Strong analytic, strategic, and innovative thinking as well as customer empathy.

  • Effective teamwork and team-building skills.

  • Validated ability to interact and influence management.

  • Outstanding presentation abilities.

  • BA is required or comparable work experience; MBA is a plus.

The above statements are intended to describe the general nature and level of the 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: Marketing & Communications

Primary Location: United States

Schedule Full Time

Shift Day

Req ID: 10036218-WD