Consumer Experience & Channel Manager (Hybrid, Remote)

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.

This position is eligible for a Hybrid schedule in Wichita, KS; Kansas City, MO; Omaha, NE; Sioux Falls, SD, and their surrounding areas. Remote in other areas of Kansas, Missouri, Nebraska, and South Dakota.

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

Requirements

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

Benefits

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.