Director of Digital & Payments Experience

Bank Of Colorado•Gretna, NE

31d

About The Position

The Director of Digital & Payments Experience owns how customers use the Bank's digital banking and payment tools across all four charters of Pinnacle Bank / Bank of Colorado. This role is accountable for identifying friction, driving adoption, and improving customer outcomes using data and metrics enabled by the online banking platform. The position leads strategy and execution across digital banking and payments, including optimization of existing platforms, evaluation and selection of new solutions, and oversight of payment vendors. The Director balances customer experience, operational efficiency, risk, and competitive positioning, making informed recommendations on when to improve current systems versus replace them based on customer feedback, prospect insights, and competitor offerings.

Requirements

Strong knowledge of payment systems, digital banking platforms, and financial technology trends.
Solid understanding of regulatory and compliance requirements impacting payments and digital banking.
Strong analytical, strategic, and problem-solving skills.
Experience managing vendors and negotiating contracts.
Ability to communicate clearly and credibly with senior leadership, internal partners, and external stakeholders.
Ability to manage multiple initiatives simultaneously and prioritize effectively.
High degree of discretion and ability to maintain confidentiality.
Ability to operate independently with minimal supervision while coordinating across teams.
Bachelor's degree in Business, Finance, Information Technology, or related field required.
Minimum seven years of experience in banking, payments, or digital banking innovation.
Demonstrated success implementing solutions and driving measurable process or customer-experience improvements.
Experience leading cross-functional initiatives and managing projects from concept through execution.

Responsibilities

Own how customers use digital banking and payment tools, identifying friction points and driving adoption and utilization, supported by metrics from the online banking upgrade.
Drive initiatives that materially improve customer experience across digital and payment channels.
Make informed recommendations on when to enhance existing systems versus replace them, based on customer and prospect feedback, market benchmarks, and competitive analysis.
Develop business cases and ROI analyses for proposed digital and payment initiatives.
Guide usage, optimization, and ongoing performance of existing payment platforms.
Assess and recommend new payment products and digital banking solutions aligned with bank strategy.
Monitor the payments and fintech landscape for emerging technologies, regulatory developments, and competitive trends.
Partner with internal teams and external vendors to ensure seamless integration and execution.
Support risk management, fraud prevention, and security protocols related to digital banking and payments.
Coordinate with training and frontline teams on product launches, enhancements, and adoption efforts.
Exercise independent judgment and discretion on matters of significance.
Communicate effectively with coworkers and customers, including outside regular business hours when necessary.
Maintain regular and reliable attendance.
Perform other duties as assigned.
Regularly exercising independent judgement and discretion over matters of significance.
Communicate effectively in-person and otherwise with all coworkers and customers, both during regular business hours and before and after regular business hours, if necessary.

Benefits

8 paid holidays.
17 PTO days each year for the first five years of employment. Employees must also complete the 90-day introductory period prior to accruing PTO.
After five years, 22 PTO days each year.
After ten years, 27 PTO days each year.
Employees must also complete the 90-day introductory period prior to accruing PTO.
New employees will receive 16 hours of paid sick time upon their hire date.
Health, dental, prescription drug card, vision, and voluntary life insurance plans.
Health Savings Account with employer contributions.
Flexible medical and dependent care spending plans.
Parental Leave after one year of full time employment.
401K plan after 3 months and start of next quarter with employer contributions and profit sharing.
Free checking account and basic printed checks.
Free safe deposit box.
$50,000 group term life insurance.
Long term disability insurance.
Employee Assistance Program.
Educational Assistance.