Digital Customer Experience Manager jobs in United States
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Heritage Bank NA ยท 1 day ago

Digital Customer Experience Manager

positionSioux Falls,SD,US
timeFull-time
remoteHybrid
seniorityMid, Senior Level
date3+ years exp

Heritage Bank NA is focused on delivering concierge-level banking services exclusively for physicians nationwide. The Digital Customer Experience Manager will lead a high-performing team, drive digital innovation, and enhance customer satisfaction through exceptional service and personalized experiences.

BankingFinancial Services

Responsibilities

Build, coach, and lead the Sioux Falls Customer Experience (CX) team to deliver exceptional service and meet ambitious performance goals
Foster a culture of collaboration, innovation, and continuous improvement
Drive digital CX strategies, integrating online and mobile banking tools to create seamless, user-friendly experiences
Monitor and enhance customer interactions across text, video, email, and phone, ensuring every touchpoint exceeds expectations
Develop and implement strategies to boost customer satisfaction, loyalty, and engagement
Design and oversee personalized onboarding experiences that set the stage for long-term client relationships
Champion financial education programs that empower our physician clients to make informed decisions and achieve their financial goals
Manage workflows related to the customer's digital experience for account maintenance, digital banking support, and loan processes, ensuring efficiency and compliance
Collaborate with cross-functional teams to streamline processes and implement best practices
Establish and track key performance indicators (KPIs) to measure success and drive continuous improvement
Maintains the highest standards for confidentiality and security
Participates in all required BSA training and demonstrates knowledge of BSA relative to job responsibilities
Responsible for security as it applies to this position
Performs other duties as assigned

Qualification

Customer experience managementDigital banking platformsTeam managementWhite glove serviceMortgage lending processesConsumer lending processesExceptional communicationInterpersonal skills

Required

At least 3 years of combined experience in team management or supervisor experience within banking or financial services
Customer experience management, with a strong focus on digital banking platforms
Exceptional communication and interpersonal skills, with a knack for building relationships and inspiring teams
Experience managing teams and delivering a white glove service
Familiarity with mortgage and consumer lending processes

Benefits

Competitive compensation and benefits

Company

Heritage Bank NA

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Heritage Bank NA has operations in Minnesota, Iowa and South Dakota.
dateFounded in 1969
location
Sioux City, Iowa, USA
people-size51-200 employees
web-link
http://heritagebankna.com

Funding

Current Stage
Growth Stage

Leadership Team

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Robert Mathiasen
Chief Operating Officer / EOS Integrator
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Recent News

PRLog
Heritage Bank NA Offers Simplified Business Checking Options With FDIC Insurance Up To $100 Millio
2023-12-10
Company data provided by crunchbase