Job Purpose & ScopeDevises the strategy, experience, operation, governance, and continuous improvement of the Bank's public website and internal intranet. Creates intuitive, accessible, and effective digital experiences that help customers find information and act while enabling employees to access the resources they need efficiently. Combines user experience expertise, website and intranet platform administration, digital analytics, optimization, and marketing technology knowledge to translate business objectives into prioritized enhancements. Leads initiatives from discovery through implementation and measurement, partnering with Marketing, business lines, Internal Communications, Human Resources, Information Technology, Compliance, Risk, Legal, and external vendors to improve digital engagement, operational efficiency, and business outcomes.
Essential Job Functions- Owns and maintains the strategic roadmap for the Bank's public website and internal intranet, prioritizing enhancements based on business objectives, user needs, performance data, compliance requirements, and available resources.
- Leads user experience strategy across both platforms, including information architecture, navigation, search, content organization, page layouts, accessibility, and customer and employee journey optimization.
- Conducts user research, stakeholder interviews, usability testing, journey mapping, and competitive assessments to identify opportunities and recommend improvements.
- Defines business requirements and creates user flows, wireframes, prototypes, and supporting documentation to guide design, development, and implementation efforts.
- Manages day-to-day website and intranet operations, including content publishing, platform administration, quality assurance, issue resolution, release coordination, and vendor management.
- Establishes and maintains content governance standards, including ownership, publishing workflows, approval processes, review schedules, and content lifecycle management practices.
- Develops and executes digital optimization strategies using analytics, user behavior insights, experimentation, and performance measurement to improve engagement, usability, conversion, and overall platform effectiveness.
- Oversees implementation, administration, and optimization of digital experience and marketing technology platforms, including content management systems, web forms, surveys, analytics tools, and marketing automation integrations.
- Partners with Marketing, business lines, Internal Communications, Human Resources, Information Technology, Compliance, Risk, Legal, and external vendors to deliver digital initiatives and maintain regulatory compliance, documented approvals, change controls, and reliable operations.
- Maintains performance reporting, platform documentation, operating procedures, training materials, and backup coverage, and proactively identifies opportunities to improve workflows, platform capabilities, and the value of existing technology investments.
Knowledge, Skills & Abilities- Comprehensive knowledge of user experience, information architecture, interaction design, usability research, and digital content strategy.
- Strong knowledge of website and employee intranet management, including content governance, publishing workflows, navigation, and search.
- Strong working knowledge of content management systems and the ability to administer platforms, troubleshoot issues, and collaboration effectively with developers.
- Knowledge of website analytics, conversion optimization, experimentation, and performance measurement.
- Knowledge of search engine optimization, accessibility principles, responsive design, and digital experience best practices.
- Working knowledge of web forms, marketing automation connections, tagging, and integrations sufficient to define requirements and validate functionality.
- Ability to translate customer, employee, and business needs into clear requirements and prioritized solutions.
- Ability to independently identify problems, evaluate options, recommend a course of action, and lead execution.
- Ability to interpret data critically and explain findings, limitations, and recommended actions.
- Ability to manage projects, vendors, competing priorities, and cross-functional dependencies.
- Ability to communicate effectively with technical and nontechnical stakeholders and build productive working relationships.
- Ability to demonstrate business acumen, attention to detail, sound judgment, and accountability for results.
- Knowledge of banking products, services, and the considerations involved in operating digital platforms in a regulated
- Skill in using prototyping, analytics, project management, and Microsoft Office
Basic Qualifications- Bachelor's degree in marketing, human-computer interaction, information technology, communications, or another job-related field, or commensurate work experience, required.
- Three (3) or more years of relevant experience in website management, digital experience, user experience, or digital product management,
- Demonstrated experience independently leading digital initiatives from discovery through implementation and evaluating their effectiveness, required.
- Hands-on experience with content management systems, web analytics, user experience methods, and cross-functional project delivery, required.
- Experience managing an employee intranet or comparable internal digital platform, preferred.
- Experience with Contentstack, Google Analytics, Workfront, Marketo, or comparable platforms, preferred.
- Experience in banking, financial services, or another regulated industry, preferred.
Job ExpectationsOperate customary equipment and technology used in a business environment, with or without accommodation.
Notes: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.
This position is not eligible for employer-sponsored work authorization or immigration assistance. Applicants must be able to maintain authorization to work in the United States without current or future sponsorship by Bank OZK.
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