Emprise Bank

Manager

• 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

Consumer Experience, Channel Manager