Cornerstone Advisors

Call Center Representative

• Lead and deliver strategic consulting engagements focused on retail and commercial digital banking, contact center operations, branch strategy, and customer/member experience.
• Assess current-state operating models, technology environments, and service delivery capabilities for banks and credit unions.
• Develop strategic roadmaps that align people, processes, technology, and business objectives.
• Advise clients on digital banking transformation initiatives, including online banking, mobile banking, digital onboarding, treasury management, and self-service capabilities.
• Lead vendor evaluation, selection, and RFP processes for digital banking platforms, contact center solutions, CRM systems, and related technologies.
• Facilitate executive workshops, strategic planning sessions, governance meetings, and client roundtables.
• Analyze operational, financial, and experience data to identify opportunities for process improvement and operational efficiencies.
• Leverage Cornerstone's proprietary research, benchmarking, and industry intelligence to develop actionable client recommendations.
• Develop and deliver executive-level presentations, strategic assessments, and client deliverables.
• Contribute to business development efforts, including proposal development, client relationship expansion, conference presentations, and thought leadership initiatives.
• Collaborate across Cornerstone practice areas to deliver integrated, cross-functional consulting solutions.
• Maintain deep knowledge of emerging banking technologies, payments trends, fintech innovation, and evolving customer experience expectations.

Director – Digital, Branch, & Contact Center

Director

• The Director, Experience & Payments serves as a trusted advisor within Cornerstone Advisors' Experience & Payments practice, partnering with banks and credit unions to shape and execute strategies across retail and commercial digital banking, contact center operations, branch transformation, and end-to-end customer and member experience.
• This client-facing leadership role combines deep operational banking expertise with strategic consulting capabilities to help drive measurable outcomes, including improved service delivery, enhanced operational performance, modernized technology ecosystems, and stronger customer engagement.
• The Director leads consulting engagements, facilitates executive-level discussions, develops actionable recommendations, and contributes to business development efforts, while helping to advance the growth of the Experience & Payments capability.

Director, Client Experience, Payments

• Lead contract negotiations with third-party technology providers (pricing, business terms, service levels)
• Advise banking clients and internal teams on negotiation strategy and contract structure
• Collaborate cross-functionally with consultants, legal teams, and client stakeholders
• Leverage proprietary pricing data and contract frameworks to drive optimal outcomes
• Manage multiple complex engagements with minimal oversight
• Provide real-time strategic guidance during negotiations
• Protect intellectual property and ensure best-in-class contract standards

Director – Digital, Branch, & Contact Center

Director, Client Experience, Payments

Director, Contract Negotiation