Consumer Banking Client Experience Strategist

BOK Financial•Tulsa, OK

6d•Onsite

About The Position

This is a unique opportunity to shape and elevate the client experience across Consumer Banking at BOK Financial. As a Consumer Banking Client Experience Strategist, you’ll play a key role in connecting strategy to execution—translating client experience expectations into practical, field-ready tools that drive consistency, engagement, and measurable impact. This highly collaborative role partners across the organization to enhance how we serve clients, improve frontline delivery, and ensure every interaction reflects our commitment to building meaningful, long-term relationships. The Consumer Banking Client Client Experience Strategist is responsible for developing and executing client experience enablement strategies that enhance client satisfaction, loyalty, and the consistency of frontline interactions. This role bridges the gap between client experience strategy and execution, ensuring client experience standards, behaviors, and “Moments that Matter” translate into field-ready tools and routines that drive adoption. The Consumer Banking Client Experience Strategist collaborates across the Consumer Bank to accelerate client‑focused activity, improve execution quality, and drive measurable improvements in client experience outcomes. The position’s core focus is equipping leaders and frontline employees with the tools, insights, and resources they need to deliver an exceptional experience. Our team is deeply committed to putting clients at the center of everything we do. We value collaboration, continuous improvement, and a willingness to challenge the status quo to create better outcomes for our clients and employees. This role operates in an environment where ideas are encouraged, feedback is valued, and partnership across teams is essential. You will be supported by leaders who prioritize development and innovation, while also having the autonomy to bring forward new ideas and drive meaningful change in how we deliver the client experience.

Requirements

Bachelors Degree in Business or related field of study and 7+ years of experience in client experience, sales operations, or a related field in the banking industry or equivalent combination of education and experience.
Ability to drive change management and ensure alignment with business objectives.
Strong working knowledge of Consumer Banking products, services and industry trends.
Exceptional priority, time management, organization, and multi-tasking skills to effectively handle projects in a fast-paced, high volume and deadline intensive environment.
Ability to work collaboratively and adapt to changing priorities.
Excellent analytical skills including VOC, complaint, and behavioral trend analysis with the ability to interpret data and generate insights.
Excellent written and verbal communication skills with the ability to prepare and deliver persuasive oral and written reports and presentations; ability to communicate with senior level management, regulators, and executive officers.
Demonstrated leadership and ability to influence without authority across teams and levels.
High proficiency in MS Office and comfort working with dashboards and experience-related tools.

Responsibilities

Design and deliver client experience enablement strategies that translate expectations into clear, repeatable frontline behaviors
Partner cross-functionally to align on experience standards, identify friction points, and improve client interactions
Create and maintain leader-ready tools and resources that embed client experience expectations into daily routines and drive adoption
Lead the rollout of new and evolving client experience initiatives across Consumer Banking
Conduct field observations and call reviews to assess consistency, identify gaps, and recommend improvements
Turn client feedback and data into actionable insights that improve satisfaction, loyalty, and and overall experience
Define and track success metrics, ensuring initiatives are delivering measurable impact
Support training efforts by developing content and tools that build capability and reinforce strong client experience behaviors