Customer Experience Manager
11 days ago
Sioux Falls
Job Description Position Summary: The Customer Experience Manager is the strategic leader responsible for developing and executing the roadmap for customer engagement initiatives across digital banking, CRM, and marketing automation platforms. This role drives the planning, coordination, and delivery of programs that enhance customer experiences, accelerate sales, and improve operational efficiency. In addition, our FIRST Values apply to all teammates without exception. FIRST Values • Family – We support, trust, and respect each other, our customers, and our shareholders., • Independence & Innovation – We embrace change as vital to our success., • Relationships – We build relationships that are based on strong character, mutual loyalty, trust, and respect., • Stewardship – We take care of ourselves so we can take care of others. The First National Bank in Sioux Falls began its long-term commitment to the Sioux Falls area in 1885. The oldest bank in Sioux Falls owes its longevity to a combination of service, stability, innovation, and family involvement. Over the past 140 years, The First National Bank in Sioux Falls has worked diligently to promote the growth and vitality of our city and the surrounding area. The Bank strives to continually be recognized as a community leader by reinvesting financial resources back into the communities it serves and encouraging active employee involvement in community volunteer organizations. The First National Bank Way, which is a blend of our Mission Statement and FIRST Values, serves as the foundation of our culture. It is a gift that has been passed down to us and is the legacy that we will protect and preserve. Nothing is more important to us – it is the cornerstone of our success. Our culture is driven by integrity, service, and strong values; nothing has shaped it more than our FIRST Values. Our FIRST Values are not just words; they are truly felt by our employees, customers, shareholders, and communities. They tell us who we are as a business and guide our behaviors and decisions as we move forward and build successful relationships. Although banking has evolved over the years, our mission and values have not and will not change. What will you do: Accountabilities Leadership Management Accountability Lead with clear direction, providing the necessary tools to delegate and elevate for growth and development of teammates. • Responsible for leading, managing and holding their team accountable., • Lead and inspire the team to strive for the best outcomes., • Take ownership of the team’s development to ensure that team-members are empowered, challenged, and engaged., • Ensure that teammates are trained and deliver value to our customers and to the Bank., • Address performance issues in an effective and meaningful manner., • Hold regular 1:1s, quarterly conversations, and team meetings., • Lead departmental organization/structure for resiliency, efficiency, and effectiveness. Develop, implement, and lead a customer experience strategy aligned with the bank's vision and goals. • Serve as the primary owner of digital banking, telephone banking, CRM, and eSign products., • Develop and maintain comprehensive product roadmaps aligned with business goals and budget., • Define strategic priorities for engagement initiatives across digital channels and platforms., • Develop business cases and ensure business and product requirements are documented., • Responsible for the product lifecycle, including business cases, requirements, testing, training, and release management., • Lead the execution of customer engagement campaigns and lifecycle programs., • Oversee optimization of CRM, marketing automation, and digital engagement tools., • Manage timelines, budgets, and resources to ensure successful delivery of initiatives., • Use analytics and customer insights to inform engagement strategies and measure performance., • Establish and monitor performance metrics, including ROI., • Create training programs, digital adoption frameworks, and incentive structures to engage internal stakeholders., • Continuously enhance programs based on data trends and customer feedback., • Ensure all engagement activities comply with regulatory requirements and internal policies. Leads coordination across departments to ensure product initiatives are aligned, integrated, and successfully executed. • Champion initiatives that enhance both internal and external customer experiences., • Advocate for customer-centric thinking in all strategic decisions., • Develop a deep understanding of stakeholder objectives., • Partner with teams across marketing, banking, information technology, operations, and compliance to ensure seamless integration of engagement strategies., • Facilitate alignment between technology capabilities and customer experience goals., • Act as a liaison between internal stakeholders and external vendors. Secondary education in Business, Marketing, Finance, or related field required. Ten or more years of relevant work experience including management or leadership experience preferably within the banking or financial services sector, five or more years of customer engagement, digital marketing, or product management, or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position. Strong analytical skills are essential, along with excellent stakeholder, vendor, and project leadership abilities and a proven record of driving positive results. Skills and Abilities • Digital/online banking expertise., • Excellent at developing and motivating high-performing teams., • Experience with CRM and marketing automation, plus e-signature solutions for financial institutions., • Banking industry experience., • Familiarity with product management principles., • Excellent verbal and written communication skills., • Ability to conduct relationships in a manner that ensures integrity, cooperation and positive results., • Excellent organizational skills and attention to detail. High degree of accuracy required., • Health Insurance, • Dental & Vision Insurance, • Profit Sharing, • Paid Vacation & Holidays, • Company paid short and long term disability, • Tuition Reimbursement Program, • Employee Banking Perks, • Community Volunteer time, • And More!