In partnership with the Executive Director, develop, recommend, and coordinate long-range plans and strategies to create an environment that is consumer-centric and achieves business growth through expansion of products and market share. Ensuring division wide deployment of the Consumer Aspiration Strategies. 

Responsible for program leadership on behalf of the Executive Director, working closely with the Executive Sponsors and project teams of CFD strategic initiatives and operational leaders in the Central Florid Division.  

Lead Division Annual Planning for Consumer-led initiatives including Technology, Operations, Marketing, Business development, etc.   

 Drives development of strategic roadmap initiatives by structuring complex issues into phased workstreams and deliverables. Ensure scope, budget, goals and objectives are clearly articulated and prioritized for the division within the project scope and timeframe established by the Chief Consumer Officer and management committees. Develop and present comprehensive and strategic business value propositions and plans. 

Aligns with Executive Director in development, management and execution of critical projects and touchpoints with entities (internal and external), budget preparation and ongoing tracking, progress/milestone accountability and reporting to Boards, committees, internal and external audiences. Including the development and reporting on key metrics. 

Serve as an active business partner with the team of executives reporting to the Chief Consumer Officer and Executive Director in the execution of the Consumer agenda and strategy and leadership of departments and initiatives. Represent Executive Director in select meetings and collect information from meetings, briefing the Executive Director, as needed. 

Leads consumer strategy team operations and bi-directional performance management. This includes overseeing the balanced scorecard maintenance.  

Through management of the Consumer Strategy & Engagement Management System, integrates strategy developed into operations and organizational processes, serving as the project leader and chief executor of major management meetings. 

Manages agendas by collecting, prioritizing, and completing follow-up activities related to agenda items by coordinating and communicating with senior executives, other leaders, and team members. Manages the calendar of the Consumer leaders to ensure that strategic topics are brought for review in alignment with project timelines. 

Responsible for developing CFD Consumer Insights tied to CFCN Consumer Promise work to drive deep understanding inside operations for consumer expectations as business teams develop product offerings that align to the consumer roadmap 

Manages on-going competitive analysis for all lines of business that are integrated into strategic business planning. Prepare written briefs on decisions including analyzing the pros and cons of options and business impact (cost, profits, people, culture). 

Leads Design Research and ensures solid foundational inputs are prepared for Consumer Design & Activation teams on approved design project work.  

Responsible for overseeing the development of data-driven insights and recommendations that will guide the organization in delivering a differentiated and personalized consumer experience. This will involve leveraging a variety of data sources, such as consumer feedback, market research and CFCN Dashboards, to identify areas for improvement and wins. 

Enabling a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude, while acquiring new customers or dealing working with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy