SVP, Digital Client Experience

Objectives of this Role

Lead Midwest BankCentre’s Digital Banking, Digital Product, and Digital Client Experience strategy to deliver exceptional and increasingly seamless customer experiences. This role ensures strong alignment across digital channels, products, service touchpoints, and client support functions so customers can bank how, when, and where they prefer.

This leader will help advance the bank’s digital-first and customer-centric strategy by improving adoption, performance, efficiency, and client satisfaction, while thoughtfully incorporating data, automation, and emerging AI-enabled capabilities to enhance both the customer and employee experience.

Supervisory Responsibilities – Customer Engagement Center & Digital Banking

Strategic Leadership

Provide strategic leadership for the Customer Engagement Center (CEC), advancing growth by expanding digital banking adoption, proactive outreach, and cross-sell opportunities while reducing branch dependency. Drive efficiency through improved first-call resolution, optimized IVR and CRM tools, scalable multi-channel support, and responsible use of AI-enabled analytics to enhance employee effectiveness. Elevate the customer experience by delivering best-in-class digital service across channels, maintaining a high-touch, relationship-based approach, and strengthening Voice of the Customer outcomes through consistent, accessible, and personalized engagement.

Key Areas of Oversight

• Deliver best-in-class digital customer service across call center, video, chat, and related channels.
• Expand digital banking support and reduce unnecessary branch dependency by improving first-call resolution and issue resolution across channels.
• Cultivate strong relationships with customers and employees while reinforcing a high-touch, relationship-based experience.
• Provide technical support and assistance to both customers and employees.
• Partner closely with the CX Stewardship Council, Retail, the Customer Engagement Center, and Digital teams to design and deliver an integrated customer experience strategy—aligning priorities, handoffs, and capabilities to ensure consistent, high-quality service across all customer touchpoints.
• Lead outbound calling efforts, including:
• CD renewals
• Marketing campaigns
• Welcome and onboarding calls to new customers
• Optimize IVR and related servicing tools to improve accessibility and efficiency.
• Revamp outbound calling metrics to better demonstrate the effectiveness and impact of calling efforts.
• Optimize and leverage vendor capabilities more fully without sacrificing customer experience.
• Improve Voice of the Customer and related customer satisfaction scores.
• Participate in the creation and evolution of a CRM landing page for the CEC.
• Expand customer touchpoints and strengthen proactive service outreach.
• Support customers with loan application processes where appropriate.
• Advance screen share, SMS, virtual chat, and text-based customer support capabilities.
• Explore practical AI-enabled service tools and analytics to improve response times, service quality, insight generation, and employee effectiveness, while maintaining an appropriate balance of efficiency, personal service, and control.

Supervisory Responsibilities – Digital Product Management

Strategic Leadership

Define and execute the digital product strategy and roadmap to drive growth, customer engagement, and operational efficiency. Own the end-to-end digital product ecosystem, including online and mobile banking experiences, ensuring alignment with enterprise priorities and customer needs. Leverage data, analytics, and customer insights to continuously improve performance, increase adoption, and deliver scalable, customer-centric solutions. Act as a thought leader in advancing digital client experience, incorporating automation and emerging AI-enabled capabilities in a thoughtful, responsible manner.

Key Areas of Oversight

• Define, prioritize, and govern the digital product roadmap aligned to enterprise strategy and customer outcomes
• Partner across the organization to advance digital-first, customer-centric initiatives and ensure alignment across channels and functions
• Provide strategic leadership across digital products and processes, shaping priorities, execution, and long-term direction
• Manage and optimize key vendor relationships to maximize value, performance, and customer impact
• Leverage data, analytics, and customer insights to improve adoption, conversion, engagement, and overall digital performance
• Lead competitive analysis and support ongoing product innovation to strengthen digital offerings
• Oversee and optimize digital account opening performance across deposits and loans
• Drive automation of manual processes (e.g., KYC, workflows) to improve efficiency, scalability, and consistency
• Increase appropriate automation rates (e.g., auto-approval/decline) in alignment with policy and risk standards
• Collaborate with Retail and Learning & Development to promote digital product awareness, employee readiness, and customer adoption
• Partner with stakeholders to shape ITM and ATM strategies aligned with consumer growth objectives, branch transformation, and the bank’s long-term strategic plan
• Support delivery of digital solutions that expand access to financial services across geographic markets
• Oversee testing, implementation, and communication of system and product enhancements
• Optimize key digital experiences (e.g., bill pay, Zelle, mobile deposit) and assisted digital experiences (e.g., in-branch account opening)
• Provide insights to support marketing effectiveness, relationship deepening, and relevant cross-sell opportunities
• Support the responsible use of analytics, automation, and AI-enabled capabilities to strengthen onboarding, servicing, digital engagement, and operational effectiveness.
• Leverage data, automation, and emerging AI-enabled tools where appropriate to improve digital experiences, streamline workflows, and identify opportunities for greater efficiency and personalization.
• Collaborate closely with key partners to continuously evaluate, optimize, and evolve digital products and services—leveraging new platform capabilities while ensuring solutions meet customer needs, are operationally ready, and adhere to appropriate governance and risk standards.

Leadership Competencies

• Build and lead a diverse, inclusive, and empowered team with targeted expertise.
• Provide mentorship, coaching, 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 through meaningful metrics and strategic reporting to inform decision-making and continuous improvement.
• Create an environment of continuous learning, innovation, accountability, and employee recognition.
• Demonstrate sound judgment in balancing innovation, customer experience, operational realities, and appropriate governance.
• Lead change effectively and help the organization adapt to evolving digital expectations, tools, and capabilities.

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.

AAP/EEO Statement

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and individuals with Disabilities