Channel Leader

Job Description:

General Function / Summary:

The Channel Leader is responsible for developing and executing channel strategies that drive business growth, operational efficiency, and customer satisfaction. This role has a primary emphasis on digital channel performance while supporting broader channel initiatives as business needs evolve.

This role is responsible for transforming the channel ecosystem through data-driven insights, customer journey optimization, cross-functional alignment, and technological innovation. The position leverages analytics, customer behavior insights, and performance measurement to identify growth opportunities, improve customer engagement, conversion, and business results across channels.

Essential Duties:

Channel Strategy and Optimization

• Evaluate existing distribution channels, identifying areas for improvement, and developing comprehensive channel strategies to align with company goals.
• Lead efforts to understand market trends, customer needs and preferences, and the competitive landscape.
• Develop and execute channel roadmaps aligned with business objectives.

Data-Driven Insights

• Design and drive analytical evaluation of channel performance, customer behavior, conversion trends, and financial impact.
• Analyze customer journeys, funnel metrics, abandonment trends, acquisition performance, and operational outcomes to identify optimization opportunities.
• Utilize analytics platforms such as Google Analytics, customer behavior and session replay tools such as Mouseflow, reporting systems, and data-querying capabilities including SQL to identify customer friction points, develop actionable insights, optimize user experiences, and influence strategic decisions.
• Partner with business and technology teams to define measurement frameworks, reporting, and experimentation strategies that improve channel performance and customer experience.

Customer Journey & Funnel Optimization

• Lead efforts to identify and remove friction points throughout the customer lifecycle to improve conversion, engagement, and retention.
• Evaluate customer behavior patterns and digital interactions to recommend enhancements that improve business performance and customer experience.
• Drive continuous optimization through testing, measurement, and performance monitoring across customer touchpoints.
• Establish and monitor key funnel metrics and business outcomes to ensure alignment with strategic growth objectives.
• Identify, prioritize, and execute growth opportunities through customer acquisition, conversion, retention, and channel optimization initiatives.
• Own and influence key digital and channel performance metrics, ensuring optimization efforts translate into measurable improvements in growth, customer experience, operational efficiency, and financial performance.
• Define, track, and optimize key funnel metrics including conversion rate, bounce rate, stage drop-off, customer acquisition efficiency, and other performance indicators that drive measurable business outcomes.

Cross-functional Leadership

• Lead cross-functional collaboration across Retail, Operations, Finance, Credit, ePMO, IT, Marketing, and other key stakeholders to ensure channel strategies are seamlessly integrated and effectively executed across the organization.

Performance Management

• Develop and implement Key Performance Indicators (KPIs) to track channel success and measure the effectiveness of optimization strategies.
• Establish benchmarks and reporting cadences for digital funnel performance, translating metric trends into executive-level recommendations and prioritized action plans.
• Support executive decision-making through the development and presentation of data-driven insights, recommendations, and performance updates.

Omnichannel Integration

• Leverage technology and automation to streamline activities and synchronize funnel optimization with operations across different channels.

Compliance and Risk

• Ensure all channel activities are in compliance with financial regulations, company policies, and industry standards.
• Partner with Legal and Compliance teams to monitor risk and drive audit readiness.

Minimum Education and Experience Required:

• Bachelor’s degree or equivalent relevant working experience
• Minimum 10 years of experience in financial services, channel management, product management, business optimization, analytics, or related disciplines
• Excellent communication and presentation skills, with the ability to clearly articulate and influence ideas to stakeholders at all levels
• Strong business acumen and data-driven decision-making skills, including the ability to analyze large data sets and translate findings into actionable business strategies
• Demonstrated ability to develop reporting, dashboards, KPIs, and executive-level insights through data analysis and performance measurement
• Experience with digital analytics and customer behavior tools such as Google Analytics, Mouseflow or similar session replay platforms, reporting and data visualization tools, and SQL or equivalent data-querying capabilities
• Proven success leading strategic initiatives, product enhancements, or channel optimization efforts that drive measurable business results
• Demonstrated ability to drive business to improve financial performance
• Strong project management skills with relevant experience driving results in matrix/cross-functional organizations
• Demonstrated ability to synthesize data from multiple sources, identify trends, develop executive-level recommendations, and drive business actions that improve channel performance
• Proficient in Microsoft Office programs
• Ability and willingness to consistently live and embrace our core values of accountable, inclusive, transparent, and focused