Chief Experience Officer

The Chief Experience Officer is responsible for designing, leading, and continuously improving the customer and team member experience across the entire organization. This role ensures that every interaction with the bank feels intentional, memorable, consistent, and aligned with the bank's vision, values, brand, and strategic goals.

The Chief Experience Officer reports directly to the President/CEO and serves as a key strategic leader responsible for helping the organization deliver a customer service experience worthy of a premium. This leader will work across departments to ensure the bank's experience is not left to chance, but is carefully designed, taught, measured, and reinforced.

Essential Functions

Customer Experience Leadership

The Chief Experience Officer will lead the design and implementation of the bank's desired customer experience across all delivery channels, including branches, coffee shops, call center, digital banking, lending, treasury management, operations, and customer support.

Responsibilities include:

• Build and maintain organizational enthusiasm for the Customer Experience/Richwood Way.

• Define, document, and continuously improve the bank's desired Customer Experience.
• Ensure every Customer touchpoint reflects the bank's brand, values, and service expectations.
• Identify friction points in the Customer journey and work with teams to remove them.
• Partner with business lines to create memorable moments that deepen relationships.
• Develop service standards that are clear, teachable, measurable, and repeatable.
• Help create consistency across locations while allowing for local personality and community relevance.
• Help create a standardized service recovery system that helps rebuild trust and relationships.
• Monitor and report the company's key performance indicators (KPI's) drivers that are impacted/affected by the company's Customer experience to help drive improvement.

• Champion the belief that exceptional service does not come from mass improvisation, but from thoughtful design across the entire system.

Team Member Experience Leadership

The Chief Experience Officer will also help drive the Team Member experience, recognizing that exceptional Customer experiences are created by engaged, informed, empowered, and inspired employees.

Responsibilities include:

• Partner with Human Resources, Training, and senior leadership to improve the Team Member journey.
• Help ensure onboarding, training, communication, recognition, and internal processes reinforce the bank's culture.
• Identify barriers that prevent Team Members from delivering great service.
• Promote cross-functional collaboration and reduce internal friction.
• Support leadership development efforts that strengthen service mindset, communication, accountability, and energy.
• Help design internal rituals, celebrations, recognition programs, and communication rhythms that reinforce the bank's values.
• Advocate for tools, processes, and resources that improve the Team Member experience.

Brand and Marketing Partnership

The Chief Experience Officer will partner closely with Marketing to ensure brand promises are consistently delivered through Customer behavior, Team Member behavior, and physical/digital experiences.

Responsibilities include:

• Partner with Marketing to align Customer Experience strategies with brand positioning.
• Help translate the bank's brand into specific behaviors, service standards, scripts, environments, and moments.
• Ensure consistency between advertising, branch experience, digital experience, community involvement, and Team Member communication.
• Support campaigns designed to influence Customer behavior, deepen engagement, and increase relationship value.
• Work with Marketing to evaluate whether the Customer Experience is matching the brand promise.
• Help ensure signage, language, events, communications, and service delivery feel consistent across markets.
• Bring Customer and Team Member insights back to Marketing to strengthen messaging and campaign effectiveness.

Strategic Leadership and Execution

As a member of the leadership team, the Chief Experience Officer will help translate strategy into consistent experiences across the organization.

Responsibilities include:

• Report directly to the President/CEO and help implement the organization's desired memorable experiences.
• Serve as a champion for Customer and Team Member Experience in strategic planning and execution.
• Partner with executive and operational leaders to align experience goals with financial, operational, and growth objectives.
• Lead cross-functional experience initiatives that require coordination across multiple departments.
• Establish metrics and dashboards to monitor progress.
• Present findings, recommendations, and progress updates to senior leadership and the board as needed.
• Help ensure that growth, technology, efficiency, and service remain connected.
• Reinforce the bank's vision, values, and service keys across the organization.

Qualifications

Required Experience

• Senior leadership experience in banking, financial services, hospitality, retail, marketing, customer experience, or a related field.
• Proven ability to lead cross-functional initiatives.
• Strong understanding of customer journey design, service delivery, employee engagement, and brand execution.
• Experience using customer feedback and data to improve performance.
• Demonstrated ability to influence leaders and team members across departments.
• Excellent communication, facilitation, and presentation skills.
• Ability to balance creativity with execution, strategy with detail, and brand personality with operational discipline.

Preferred Experience

• Community banking or financial services experience.
• Experience leading customer experience, employee experience, marketing, retail delivery, or community engagement functions.
• Familiarity with NPS, customer journey mapping, service design, training programs, and behavioral marketing.

Education

• Bachelor's degree in marketing, Business Administration, or related degree; or equivalent experience required
• 8 years Previous banking experience required
• 3 years management experience required