Branch-to-Mobile Journey Recovery Leader

The mandate

The bank moved account servicing into one mobile flow but failed to connect identity recovery, case status and supporting evidence across contact centres and branches. Customers locked out after device loss repeat checks, staff create parallel cases and urgent address or payment-limit changes receive different treatment by channel. The journey executive departed following a conduct review, leaving a twelve-month gap before planned branch consolidation removes more recovery capacity.

The interim leader will recover critical service journeys around access, identity, account details, mandates, payment controls, bereavement and vulnerability. Work includes authoritative customer and case state, evidence reuse, consent, hand-off, queue and ageing, communication and outcome measurement. Digital completion is not the sole objective: journeys must remain recoverable when automation cannot decide safely, without turning branches into undocumented exception processors.

A permanent omnichannel product executive must be in seat by month eight and lead the second incident rehearsal plus a major journey release. Handover requires that successor to resolve a fraud-versus-access conflict, decide a branch hand-off standard and defend conduct outcomes to governance. The interim transfers state definitions, policy dependencies, backlog economics, colleague research, complaint evidence and every accepted exception to target self-service.

The seat can stop harmful releases, set cross-channel service objectives, prioritise funded product work, define case ownership, require reuse of approved evidence and assign journey incident command. It cannot waive identity or fraud policy, approve vulnerable-customer treatment, change account terms, authorise redress outside thresholds, close branches, interpret regulation or alter workforce agreements.

The remit excludes branch network strategy, daily contact-centre operations, fraud adjudication and permanent ownership of core identity services. Success means fewer repeated checks, one visible case state, safer recovery, reduced branch rework and a successor able to balance access and protection. Moving work into a hidden colleague queue or discouraging customers from seeking help will not count as digital improvement.

Why this seat is open

The former executive measured mobile completion without owning what happened when customers failed identity or crossed channel boundaries. Conduct findings exposed repeated checks, lost context and unequal urgent treatment. Temporary leadership is required before branch changes proceed, with enough authority to connect product and service operations and enough time to prove permanent ownership through live recovery and incident choices.

What you will own

• Map access, identity, account-change, mandate, limit, bereavement and vulnerability journeys across mobile, contact centre and branch.
• Establish authoritative customer, evidence, consent, request, case, decision and communication state with accountable ownership.
• Eliminate repeated checks by governing evidence reuse, expiry, provenance, channel access and customer explanation.
• Design recoverable hand-offs with context, queue, priority, service objective, fallback and clear responsibility for next action.
• Measure completion, abandonment, repeat contact, branch rework, ageing, complaint, fraud exposure and equitable customer outcome.
• Direct releases and rehearsals around device loss, identity-provider degradation, urgent payments and vulnerable-customer needs.
• Induct the successor through live conflict and governance choices and transfer the journey corpus and residual policy decisions.

Candidate qualifications

• Has recovered regulated omnichannel banking journeys spanning mobile, contact centres, branches and operational case management.
• Understands identity proofing, device loss, fraud controls, evidence reuse, consent, vulnerability and conduct implications.
• Has reduced digital abandonment without displacing unresolved work into branches, care teams or inaccessible manual queues.
• Can establish one case state across channels while preserving independent fraud, compliance and customer-treatment decisions.
• Has led incident rehearsals where access, protection and urgent customer action created genuinely contested choices.
• Demonstrates permanent product leadership handover through observed release, policy and cross-channel operating decisions.

Non-negotiables

• Will maintain the Madrid hybrid schedule and complete monthly branch residencies and both incident rehearsals.
• Must disclose relationships with banks, identity vendors, fraud providers, service-design firms and channel technology suppliers.
• Brings live regulated journey recovery across human and digital service; mobile interface redesign alone is insufficient.
• Will not report improvement where customer effort or unresolved work has merely shifted to another channel.

1. 49 words maximum. Which identity evidence should safely survive a customer’s move from mobile to branch?
2. 49 words maximum. How would you detect self-service improvement that merely increased colleague rework?
3. 49 words maximum. What contested access-versus-fraud decision must the permanent executive lead before handover?