Consumer Experience & Channel ManagerAt Emprise Bank, everything we do is focused on empowering people to thrive. We proudly work to provide an extraordinary customer experience to help our customers achieve their goals.The Consumer Experience & Channel Manager is responsible for digital channel strategy and platform evolution, vendor strategy and digital ecosystem coordination, customer experience and journey improvement, product rollout and channel execution, and cross-functional leadership and business integration.This position is eligible for a hybrid schedule in Wichita, KS; Kansas City, MO; Omaha, NE; Sioux Falls, SD, and their surrounding areas. Remote in other areas of Kansas, Missouri, Nebraska, and South Dakota.The ideal candidate will have:A strategic mindset combined with a strong ability to drive execution and deliver resultsStrong systems-thinking skills, with the ability to connect processes, technologies, and customer needsExperience influencing vendor partners and guiding external relationships to support organizational goalsAn understanding of and commitment to our valuesThe attitude and aptitude to engage in continuous developmentEssential functions of the role:Digital Channel Strategy & Platform Evolution Lead business-side coordination and advancement of consumer digital banking experiences including online banking, mobile banking, digital account opening, virtual assistant capabilities, and other customer-facing digital platformsIdentify opportunities to improve customer engagement, self-service functionality, onboarding experiences, personalization, and digital servicing capabilitiesPartner with Technology and application support teams to help evaluate platform capabilities, integrations, dependencies, and future enhancement opportunitiesSupport development and prioritization of customer-facing channel enhancements aligned to business objectives and customer needsHelp drive evolution of omnichannel customer experiences across branch, contact center, and digital channelsVendor Strategy & Digital Ecosystem Coordination Serve as a key business partner in strategic digital vendor relationships and ongoing platform roadmap discussionsCollaborate with Technology, Product and enterprise partners to influence vendor priorities, enhancement sequencing, and customer experience improvementsHelp identify opportunities to better leverage existing platform capabilities and integrations across the digital ecosystemCoordinate cross-functional planning and execution for customer-facing technology enhancements and channel initiativesMonitor industry trends, emerging customer expectations, and digital banking capabilities to help inform future channel directionCustomer Experience & Journey Improvement Coordinate customer experience enhancements and journey improvements across consumer banking channelsIdentify friction points within customer onboarding, servicing, engagement, and support experiencesPartner with frontline, operational, and support teams to ensure customer experience enhancements are scalable, operationally effective, and aligned with service expectationsSupport customer feedback collection, experience insights, and channel performance analysis to inform future improvementsHelp align customer interactions into a more seamless and consistent omnichannel experienceProduct Rollout & Channel Execution Coordinate implementation and rollout of new consumer products, promotions, pricing initiatives, and customer-facing capabilities across channelsPartner with Product, Marketing, Operations, Compliance, Technology, and frontline leadership to support launch planning and executionHelp ensure frontline readiness, operational alignment, communication, and customer experience consistency for new initiativesSupport execution of deposit growth, customer acquisition, and engagement initiatives across consumer and small business bankingMonitor customer adoption, engagement, and channel performance trends related to new initiatives and channel enhancements.Cross-Functional Leadership & Business Integration Serve as a connector across Consumer Banking, Product, Technology, Marketing, Operations, and frontline teams to coordinate customer-facing initiativesHelp establish implementation timelines, execution plans, and coordination rhythms for key channel and experience initiativesIdentify operational barriers, coordination gaps, and customer experience risks that impact successful executionSupport governance, prioritization, reporting, and progress tracking related to digital and channel initiativesContribute to ongoing modernization efforts focused on improving customer engagement, channel effectiveness, and digital capabilitiesOther duties as assigned within the scope and responsibility of the jobRequirements5+ years of experience in consumer banking, digital banking, customer experience, channel management, fintech, product implementation, or related rolesExperience coordinating or supporting digital banking platforms, customer-facing technology initiatives, or omnichannel customer experiencesStrong understanding of consumer banking channels, digital ecosystems, customer journeys, and evolving customer expectationsExceptional communication and leadership skills across technical and non-technical teamsBachelor's degree in Business, Finance, Marketing, Information Systems, or related field preferredBenefitsIn addition to a competitive salary and benefits, Emprise offers professional growth, a rewarding and challenging environment, opportunities to be involved in our communities, and a culture of integrity, passion, and success.
We also offer shift differential pay for bilingual candidates!At Emprise Bank, empowering people to thrive means having an all-inclusive culture that honors our commitment to all dimensions of diversity in our workforce and embraces inclusion of all people. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.To learn more, please visit our website at Bank is an EEO/AA/ADA/Veteran Employer/Member FDIC/Drug Free Workplace.Emprise Bank participates in E-Verify and will provide your Form-I 9 to the federal government to confirm authorization to work in the United States.Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.