Consumer Experience & Channel Manager (Hybrid Eligible)

Emprise Bank 2•Wichita, KS

3d•Hybrid

About The Position

The Consumer Experience & Channel Manager is responsible for digital channel strategy and platform evolution, vendor strategy and digital ecosystem coordination, customer experience and journey improvement, product rollout and channel execution, and cross-functional leadership and business integration. The ideal candidate will have: A strategic mindset combined with a strong ability to drive execution and deliver results Strong systems-thinking skills, with the ability to connect processes, technologies, and customer needs Experience influencing vendor partners and guiding external relationships to support organizational goals An understanding of and commitment to our values The attitude and aptitude to engage in continuous development.

Requirements

5+ years of experience in consumer banking, digital banking, customer experience, channel management, fintech, product implementation, or related roles
Experience coordinating or supporting digital banking platforms, customer-facing technology initiatives, or omnichannel customer experiences
Strong understanding of consumer banking channels, digital ecosystems, customer journeys, and evolving customer expectations
Exceptional communication and leadership skills across technical and non-technical teams

Nice To Haves

Bachelor’s degree in Business, Finance, Marketing, Information Systems, or related field preferred

Responsibilities

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
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
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
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.
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