Triumph Financial, Inc.

VP – Virtual Experience

Triumph Financial, Inc.

full-time

Posted on:

Location Type: Office

Location: Dallas • Texas • 🇺🇸 United States

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Job Level

Lead

About the role

  • Develop and execute a comprehensive strategy for the virtual channels that aligns with the bank’s growth objectives
  • Oversee and enhance the end-to-end customer journey for online account opening, ensuring a seamless, secure, and compliant process
  • Manage the day-to-day operations of the digital contact center, implementing process improvements, KPIs, and SLAs to optimize customer satisfaction and operational efficiency
  • Collaborate with technology teams to drive the adoption of cutting-edge digital tools and automation
  • Leverage data analytics and customer feedback to refine virtual channels and identify opportunities for experience enhancement
  • Ensure all digital interactions and processes comply with banking regulations
  • Work closely with product, marketing, IT, and compliance teams to align virtual channel strategies

Requirements

  • Bachelor’s degree in Business, Finance, Marketing, or related field
  • MBA or advanced degree preferred
  • Minimum 10 years in digital banking, FinTech, or financial services with direct experience in managing online channels or contact center operations
  • Strategic thinker with strong knowledge of digital banking trends, technology, and regulatory requirements
  • Strong analytical and problem-solving skills; ability to interpret data to drive decisions and improve customer journeys
  • Excellent leadership and communication skills with experience managing cross-functional teams
  • Proficiency in CRM and customer experience management platforms, with a working knowledge of AI and automation tools.
Benefits
  • Medical
  • Dental
  • Vision
  • Paid Time Off
  • 401k and much more

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analyticscustomer journey optimizationprocess improvementKPI managementSLA managementdigital bankingFinTechonline channel managementcontact center operationsregulatory compliance
Soft skills
strategic thinkinganalytical skillsproblem-solvingleadershipcommunicationcross-functional team management
Certifications
Bachelor’s degreeMBA or advanced degree