Digital Customer Experience Manager

Description

Hybrid role working from our Sioux Falls office and remotely.

At Physician Bank, a division of Heritage Bank NA, we specialize in delivering concierge-level banking services exclusively for physicians nationwide. Our mission? To empower physicians to achieve financial success through personalized service, cutting-edge digital tools, and a commitment to financial education. We’re redefining what it means to bank with purpose, and we’re looking for a leader who shares our passion for innovation and exceptional customer experiences. 

This is more than a management role. It’s an opportunity to shape the future of banking for a unique and highly valued clientele. 

• Make an Impact: Lead a team that’s redefining banking for physicians, a highly valued and unique clientele. 
• Drive Innovation: Be at the forefront of digital transformation and customer experience strategy. 
• Grow with Us: Enjoy a collaborative, growth-oriented environment with competitive compensation and benefits. 

If you’re a dynamic leader with a passion for customer experience, digital innovation, and empowering others, we want to hear from you. Join us in shaping the future of banking for physicians. Apply today! 

Position Summary

This position focuses on two major functions: 

• Oversee a high-performing team of Private Bankers, ensuring every interaction with our physician clients is seamless, personalized, and impactful. 
• Build and deliver exceptional customer experience for multiple brands with a nationwide audience, driving digital innovation, operational excellence, and customer satisfaction, all while fostering a culture of 24/7 accessibility and financial empowerment. 

Core Responsibilities

Lead & Inspire 

• Build, coach, and lead the Sioux Falls Customer Experience (CX) team to deliver exceptional service and meet ambitious performance goals. This elite team of 24/7 Private Bankers ensures responsiveness and excellence across all communication channels. 
• Foster a culture of collaboration, innovation, and continuous improvement. 

Elevate Customer Experience 

• 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. 

Set the Standard for Onboarding & Education 

• 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. 

Optimize Operations 

• 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. 

Secondary Responsibilities

• 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.

Bank Standards

• Mission: Help people succeed financially.
• Ethics: Always do the right thing. 
• Solutions: Bring innovative solutions to challenges. 
• Ownership: Take accountability and learn from our mistakes. 
• Positivity: Bring energy and enthusiasm to everything we do. 

Disclaimer

This job description outlines the general nature of the role and is not intended to be all-inclusive. Duties, responsibilities, and benefits may change as business needs evolve. Employment is at will, meaning either the employee or the Company may end the employment relationship at any time, consistent with applicable law. 

We are an Equal Opportunity Employer and value diversity at all levels of the organization.

Requirements

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.