Director Digital Engagement & Personalization

Overview

This is a remote role that may only be hired in the following locations :   North Carolina & Texas.

We are seeking a Director of Digital Engagement & Personalization — a strategic leader who will own and evolve our digital engagement ecosystem, ensuring every customer interaction is relevant, timely, and deeply personalized.

This leader will drive the next phase of our data-driven engagement strategy, combining real-time data, digital touchpoints, aggregation, AI / ML intelligence, and hyper-personalized experiences across our digital channels — and extending those capabilities into assisted channels.

This is a mission-critical role that will translate our Adobe Experience Platform (AEP) investment — and in-house intelligence frameworks — into tangible customer and business outcomes.

Responsibilities

Strategy & Vision

• Define and execute the hyper-personalization strategy for the Direct bank
• Own the roadmap for next-best-action (NBA) capabilities across digital and assisted channels, using event-driven triggers and predictive modeling.
• Lead the evolution of a data-driven customer engagement framework that moves from descriptive to predictive and prescriptive insights.

Data, Intelligence & AI / ML Enablement

Digital Engagement Ecosystem Ownership

Leadership & Collaboration

Performance & Innovation

Qualifications

Bachelor's Degree and 10 years of experience in Digital channels and products in Financial Services OR High School Diploma or GED and 14 years of experience in Digital channels and products in Financial Services

Preferred Experience :

Preferred Skills :

Education & Certifications :

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https : / / jobs.firstcitizens.com / benefits.

Company Description :

Founded in 1898 and headquartered in Raleigh, N.C., First Citizens Bank serves customers in 18 states and the District of Columbia. For over 100 years, customers have trusted First Citizens with their money … and their futures. Today, First Citizens is the largest family-controlled bank in the nation and the sixth-largest bank franchise headquartered in the Southeast with more than $30 billion in assets. We employ more than 6,000 associates who are focused on helping our customers achieve a lifetime of success. First Citizens operates more than 570 branches in Arizona, California, Colorado, District of Columbia, Florida, Georgia, Kansas, Maryland, New Mexico, Missouri, North Carolina, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Virginia, Washington and West Virginia.

First Citizens Bank. Forever First®. Member FDIC.

Equal Opportunity / Affirmative Action Employer / Minority / Female / Disability / Veteran

If you need special assistance or an accommodation in applying for employment at First Citizens Bank, please contact our Human Resources department.