VP Director of Customer Experience & Growth

1St Summit Bank • Johnstown, PA

1d

About The Position

ESSENTIAL FUNCTIONS: Strategic Leadership & Growth: Develop and execute strategies to enhance customer experience, increase market share, and drive revenue growth. Lead retail banking operations to ensure consistent service excellence, operational effectiveness, and achievement of financial goals. Identify and implement process improvement initiatives to enhance efficiency and reduce operational risk across departments. Champion a customer-first culture throughout the organization. Product Development & Portfolio Management: Oversee product development, pricing strategies, enhancements, and lifecycle management for retail and select commercial banking products. Manage the debit card portfolio and legacy credit card portfolio, including vendor relationships, performance monitoring, and profitability analysis. Evaluate market trends and customer data to recommend product innovations and service enhancements. Marketing & Brand Management: Manage the Marketing Department, including branding, advertising, digital initiatives, and community engagement efforts. Align marketing campaigns with growth strategies and business objectives. Monitor marketing performance metrics and adjust strategies to maximize return on investment. Merchant Services & Treasury Management: Provide oversight of Merchant Services operations, including vendor partnerships, pricing, and service delivery performance. Oversee Treasury Management product offerings, supporting growth initiatives and ensuring operational effectiveness. Collaborate with commercial and retail teams to expand fee-income opportunities. Reporting, Analytics & Implementation: Oversee the preparation and accuracy of all internal and departmental reporting, ensuring executive leadership receives timely and actionable insights. Establish and monitor key performance indicators (KPIs) related to customer experience, operational efficiency, and growth. Lead and coordinate major implementation projects, including system conversions, new technology rollouts, and operational initiatives. Present performance results and strategic recommendations to executive leadership and the Board as needed. REQUIRED SKILLS/ABILITIES: Strong strategic thinking and business acumen. Excellent leadership and team development skills. Advanced analytical and financial reporting capabilities. Strong communication and presentation skills with the ability to influence executive leadership. Proven ability to manage multiple complex projects simultaneously. Strong understanding of retail banking operations, payments systems, and fee-based service lines. Ability to drive change and lead process improvement initiatives. Proficiency in Microsoft Office Suite and core banking/analytics systems. SUPERVISORY RESPONSIBILITY: This position does supervise employees. EDUCATION and EXPERIENCE: Bachelor’s degree in business administration, Finance, Management, or related field required. Eight to Ten (8 to 10) years of progressive banking experience required, including senior leadership experience in retail banking, operations, product management, or related functions. Demonstrated experience leading cross-functional initiatives and strategic growth projects. PHYSICAL REQUIREMENTS: Ability to maintain concentration and mental alertness for extended periods. Ability to communicate effectively in person, by telephone, and through electronic means. Ability to sit or stand for prolonged periods and move throughout office environments as needed. Ability to lift up to 25 pounds (i.e., files). Ability to travel locally for branch visits, community events, and business meetings as required. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus

Requirements

• Strong strategic thinking and business acumen.
• Excellent leadership and team development skills.
• Advanced analytical and financial reporting capabilities.
• Strong communication and presentation skills with the ability to influence executive leadership.
• Proven ability to manage multiple complex projects simultaneously.
• Strong understanding of retail banking operations, payments systems, and fee-based service lines.
• Ability to drive change and lead process improvement initiatives.
• Proficiency in Microsoft Office Suite and core banking/analytics systems.
• Bachelor’s degree in business administration, Finance, Management, or related field required.
• Eight to Ten (8 to 10) years of progressive banking experience required, including senior leadership experience in retail banking, operations, product management, or related functions.
• Demonstrated experience leading cross-functional initiatives and strategic growth projects.
• Ability to maintain concentration and mental alertness for extended periods.
• Ability to communicate effectively in person, by telephone, and through electronic means.
• Ability to sit or stand for prolonged periods and move throughout office environments as needed.
• Ability to lift up to 25 pounds (i.e., files).
• Ability to travel locally for branch visits, community events, and business meetings as required.
• Specific vision abilities required include close vision, distance vision, and the ability to adjust focus

Responsibilities

• Develop and execute strategies to enhance customer experience, increase market share, and drive revenue growth.
• Lead retail banking operations to ensure consistent service excellence, operational effectiveness, and achievement of financial goals.
• Identify and implement process improvement initiatives to enhance efficiency and reduce operational risk across departments.
• Champion a customer-first culture throughout the organization.
• Oversee product development, pricing strategies, enhancements, and lifecycle management for retail and select commercial banking products.
• Manage the debit card portfolio and legacy credit card portfolio, including vendor relationships, performance monitoring, and profitability analysis.
• Evaluate market trends and customer data to recommend product innovations and service enhancements.
• Manage the Marketing Department, including branding, advertising, digital initiatives, and community engagement efforts.
• Align marketing campaigns with growth strategies and business objectives.
• Monitor marketing performance metrics and adjust strategies to maximize return on investment.
• Provide oversight of Merchant Services operations, including vendor partnerships, pricing, and service delivery performance.
• Oversee Treasury Management product offerings, supporting growth initiatives and ensuring operational effectiveness.
• Collaborate with commercial and retail teams to expand fee-income opportunities.
• Oversee the preparation and accuracy of all internal and departmental reporting, ensuring executive leadership receives timely and actionable insights.
• Establish and monitor key performance indicators (KPIs) related to customer experience, operational efficiency, and growth.
• Lead and coordinate major implementation projects, including system conversions, new technology rollouts, and operational initiatives.
• Present performance results and strategic recommendations to executive leadership and the Board as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager