Director, Customer ExperienceThis role is ideal for an experienced customer experience leader who can turn strategy into action, develop high-performing teams, and identify opportunities to improve the customer journey. You'll lead day-to-day operations while building the people, processes, standards, controls, and capabilities needed to deliver an exceptional and scalable customer experience.
What You'll Do:- Lead day-to-day Customer Experience operations with a focus on service levels, quality, responsiveness, and customer outcomes
- Translate strategic direction into actionable priorities and drive execution across the Customer Experience function
- Build a culture of ownership and accountability focused on resolving customer needs
- Establish service standards, performance measures, and operating practices that improve consistency and first-contact resolution
- Use customer feedback, complaints, service data, and recurring issues to identify trends and opportunities for improvement
- Identify opportunities to simplify, automate, modernize, and improve customer and employee workflows
- Explore technology, automation, AI, self-service, and knowledge-management solutions to improve service and efficiency
- Build, coach, and develop a high-performing Customer Experience team and future leaders
- Maintain effective procedures, controls, quality monitoring, and remediation practices
- Partner across Banking, Technology, Enterprise Delivery, Operations, Compliance, Human Resources, Learning & Development, and other teams to improve customer experiences
- Lead through change while communicating recommendations, risks, priorities, and progress to senior leadership
What You Bring:- Progressive leadership experience in customer experience, customer service, contact-center operations, financial services, or a comparable service environment
- Demonstrated experience leading and developing customer-facing teams and improving service operations
- Experience using customer and operational data to drive improvements and cross-functional change
- Experience building or transforming service operations, customer journeys, or customer-experience capabilities preferred
- Financial services or other regulated-industry experience preferred
- Strong people leadership, coaching, talent-development, and performance-management skills
- Strong problem-solving and judgment with the ability to translate strategy into actionable plans
- Understanding of service operations, workforce planning, quality management, customer journeys, and operating controls
- Strong communication and influencing skills across teams and leadership levels
- Ability to lead through change and ambiguity while maintaining accountability and customer focus
- Bachelor's degree in Business, Management, Customer Experience, or a related field preferred; equivalent relevant education and experience may be considered
Benefit Information:- Medical
- Dental
- Vision
- Life, LTD, & AD&D
- Dependent Care Spending Plan (DCSA)
- Employer Stock Ownership Plan with 401(k) feature and company match
- Complimentary Banking Services
- Tuition Assistance
Ready to Apply?If you're ready to lead, innovate, and help shape an exceptional customer experience, we want to hear from you. At Northpointe Bank, this is more than a job - it's the
POWER of a CAREER.
