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
BenefitsIn 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.
