SVP, Digital Client Experience

3 days ago

MO United States Midwest BankCentre, Inc Full time

Posted Tuesday, November 12, 2024 at 7:00 AM

Midwest BankCentre is proud to be recognized as one of St. Louis’ Top Workplaces for four consecutive years

Are you ready to lead with purpose and make a real impact on our community? Join Our Team and Make a Difference at Midwest BankCentre

Why Midwest BankCentre? Our company culture is all about engagement and collaboration with our teams. We value diversity, inclusion, and innovation. When you join Midwest BankCentre, you're not just joining a company; you're joining a community of like-minded individuals who are dedicated to making a positive impact.

We are committed to making meaningful, long-term investments in communities that lift everyone up so we can all RISE TOGETHER. Our commitment to shared prosperity, our investment in Community and Economic Development and our dedication to diversity and inclusion are reflected in the ways Midwest BankCentre lives its purpose.

Objectives of this Role

Lead Midwest BankCentre’s Digital Banking and Digital Product strategy to deliver exceptional customer experiences. This position ensures seamless digital interactions across all channels, empowering customers to bank how, when, and where they prefer.

Key Responsibilities

  • Lead Digital Products
  • Partner across the organization to complete projects that align with our digital first and customer centric pillars
  • Act as a thought leader, driving strategy across Digital Products and Processes
  • Manage and negotiate key vendor relationships to maximize value
  • Develop ITM and ATM strategies aligned with branch models to enhance accessibility
  • Collaborate with Retail and Learning and Development teams to promote digital product awareness and customer adoption
  • Lead competitive analysis and product innovation to continuously enhance digital product offerings
  • Oversee and optimize online account opening performance (deposits and loans)
  • Serve on Digital Projects

Supervisory Responsibilities – Leads the Customer Engagement Center and Digital Banking

Lead the Customer Engagement Center (CEC), which includes the following responsibilities:

  • Offer best-in-class digital customer service through call center, video, and chat
  • Expand digital banking support and minimize the needs for customers to visit a branch so we can provide 1st call resolution
  • Cultivate relationships with customers and employees
  • Provide technical support and assistance for customers and employees
  • Empower our customers with multi-channel solutions to meet them where they are
  • Make outbound calls for:
    • CD Renewals
    • Marketing campaigns
  • Optimize IVR
  • Revamp Outbound Calling metrics to demonstrate effectiveness of calling efforts
  • Optimize and leverage our vendors more fully-without sacrificing CX
  • Improve VOTC customer satisfaction scores
  • Participate in creating a CRM landing page for CEC
  • Expand customer touchpoints:
    • Assisting customers with applying for loans
    • Proactively calling customers to welcome them to our bank
    • Screen share and SMS
    • Virtual Chat/Texting (lives on website and does not require OLB)

Lead Digital Product Management, which includes:

  • Optimize the Digital Banking client experience
  • Manage RisingBank.com and MidwestBankCentre.com
  • Deliver access to financial solutions across the country
  • Automate manual processes by leveraging vendor solutions (e.g., KYC Automation, Workflow, etc.)
  • Increase KYC automation, auto-approval, and auto-decline rates
  • Communicate changes to stakeholders
  • Test system changes
  • Provide insights so we can market to customers, deepen relationships, and provide opportunities for new products via cross selling
  • Evaluate and optimize Digital Products and Digital Services
  • Leverage new functionality from Online Banking
  • Optimize the deposit account opening solution for our in-branch experience
  • Build and lead a diverse, inclusive, and empowered team with targeted expertise.
  • Provide mentorship and career development opportunities for team members.
  • Foster collaboration across departments and cultivate strong relationships with customers and employees.
  • Manage vendor relationships strategically, ensuring optimal customer experience without sacrificing service quality.
  • Track performance with metrics and strategic reporting to inform decision-making.
  • Create an environment of continuous learning, innovation, and employee recognition.

Skills and Qualifications

  • Bachelor’s degree or equivalent experience.
  • 8+ years of experience in Digital Banking, Product Management, or Customer Experience.
  • Proven ability to lead cross-functional teams and achieve strategic outcomes.
  • Strong skills in critical thinking, collaboration, and communication at all levels of the organization.
  • Demonstrated success in vendor management and delivering customer-centric solutions.
  • Ability to work independently and as part of a team, with minimal supervision.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This position is primarily sedentary, requiring regular communication and active listening.

Ready to Make Your Mark? If you're passionate about banking with a purpose and ready to take the next step in your career, we want to hear from you This is an excellent opportunity for individuals with commercial credit experience who are eager to contribute to our community-focused mission.


Why Join Us:

  • Community Focus: Be part of a community bank that values and actively supports the St. Louis area.
  • Competitive Compensation: We offer a comprehensive salary and benefits package.
  • Professional Growth: Opportunities for continuous learning and development.
  • Impactful Work: Play a key role in shaping the credit strategy and success of our organization.
  • Collaborative Culture: Work in a supportive and dynamic environment that values teamwork and innovation.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet every listed qualification. Midwest BankCentre is recognized nationally for its Diversity, Equity, and Inclusion practices and embraces these practices as a competitive advantage.

If you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be the right candidate for this or other Midwest BankCentre roles


AAP/EEO Statement

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

We thank all applicants in advance for their interest in this position and Midwest BankCentre. Only applicants selected for an interview will be contacted.

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