Consumer Experience & Channel Manager (Hybrid Eligible)

At 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.

The ideal candidate will have:  

• A strategic mindset combined with a strong ability to drive execution and deliver results


• Strong systems-thinking skills, with the ability to connect processes, technologies, and customer needs


• Experience influencing vendor partners and guiding external relationships to support organizational goals


• An understanding of and commitment to our values


• The attitude and aptitude to engage in continuous development

Essential 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 platforms
  
  
  • Identify opportunities to improve customer engagement, self-service functionality, onboarding experiences, personalization, and digital servicing capabilities
  
  
  • Partner with Technology and application support teams to help evaluate platform capabilities, integrations, dependencies, and future enhancement opportunities
  
  
  • Support development and prioritization of customer-facing channel enhancements aligned to business objectives and customer needs
  
  
  • Help drive evolution of omnichannel customer experiences across branch, contact center, and digital channels
  
  
  
  


• Vendor Strategy & Digital Ecosystem Coordination
  
  
  
  • Serve as a key business partner in strategic digital vendor relationships and ongoing platform roadmap discussions
  
  
  • Collaborate with Technology, Product and enterprise partners to influence vendor priorities, enhancement sequencing, and customer experience improvements
  
  
  • Help identify opportunities to better leverage existing platform capabilities and integrations across the digital ecosystem
  
  
  • Coordinate cross-functional planning and execution for customer-facing technology enhancements and channel initiatives 
  
  
  • Monitor industry trends, emerging customer expectations, and digital banking capabilities to help inform future channel direction
  
  
  
  


• Customer Experience & Journey Improvement
  
  
  
  • Coordinate customer experience enhancements and journey improvements across
    consumer banking channels
  
  
  • Identify friction points within customer onboarding, servicing, engagement, and support experiences
  
  
  • Partner with frontline, operational, and support teams to ensure customer experience enhancements are scalable, operationally effective, and aligned with service expectations
  
  
  • Support customer feedback collection, experience insights, and channel performance analysis to inform future improvements
  
  
  • Help align customer interactions into a more seamless and consistent omnichannel experience
  
  
  
  


• Product Rollout & Channel Execution
  
  
  
  • Coordinate implementation and rollout of new consumer products, promotions, pricing initiatives, and customer-facing capabilities across channels
  
  
  • Partner with Product, Marketing, Operations, Compliance, Technology, and frontline leadership to support launch planning and execution
  
  
  • Help ensure frontline readiness, operational alignment, communication, and customer experience consistency for new initiatives
  
  
  • Support execution of deposit growth, customer acquisition, and engagement initiatives across consumer and small business banking
  
  
  • Monitor 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 initiatives
  
  
  • Help establish implementation timelines, execution plans, and coordination rhythms for key channel and experience initiatives
  
  
  • Identify operational barriers, coordination gaps, and customer experience risks that impact successful execution
  
  
  • Support governance, prioritization, reporting, and progress tracking related to digital and channel initiatives
  
  
  • Contribute to ongoing modernization efforts focused on improving customer engagement, channel effectiveness, and digital capabilities
  
  
  
  

Other duties as assigned within the scope and responsibility of the job

• 5+ years of experience in consumer banking, digital banking, customer experience, channel management, fintech, product implementation, or related roles


• Experience coordinating or supporting digital banking platforms, customer-facing technology initiatives, or omnichannel customer experiences


• Strong understanding of consumer banking channels, digital ecosystems, customer journeys, and evolving customer expectations


• Exceptional communication and leadership skills across technical and non-technical teams


• Bachelor’s degree in Business, Finance, Marketing, Information Systems, or related field preferred

In 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 www.emprisebank.com.

Emprise 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.