VP, Virtual Experience

Triumph Financial Services•Dallas, TX

About The Position

At TBK Bank, a subsidiary of Triumph, we're a team of passionate, driven, collaborative, solutions-minded people who want to make a difference in the lives of our customers and communities. Our mission is to do well and to do good at the same time. We accomplish this by working together, because at the end of the day, TBK means striving for excellence, while delivering with humility. We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals. Position Summary : The VP, Virtual Experience, will be responsible for driving the strategy, development, and operational oversight of our online account opening and contact center functions. This role is crucial to enhancing the digital experience, ensuring efficiency, and delivering a frictionless customer journey across our virtual platforms. The VP will work closely with cross-functional teams, including marketing, technology, and compliance, to develop a best-in-class digital experience that aligns with our brand and regulatory requirements.

Requirements

Bachelor’s degree in Business, Finance, Marketing, or related field.
Minimum 10 years in digital banking, FinTech, or financial services with direct experience in managing online channels or contact center operations.
Demonstrated success in building and scaling digital customer experiences and managing customer service or support functions
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.

Nice To Haves

MBA or advanced degree preferred.

Responsibilities

Strategic Leadership: Develop and execute a comprehensive strategy for the virtual channels (online account opening and contact center) that aligns with the bank’s growth objectives and FinTech-driven innovations.
Experience Management: Oversee and enhance the end-to-end customer journey for online account opening, ensuring a seamless, secure, and compliant process from onboarding to account servicing.
Operational Oversight: Manage the day-to-day operations of the digital contact center, implementing process improvements, KPIs, and SLAs to optimize customer satisfaction and operational efficiency.
Technology & Vendor Management: Collaborate with technology teams to drive the adoption of cutting-edge digital tools, AI, and automation within the contact center. Manage vendor relationships and ensure service level adherence.
Customer Insights & Data Analysis: Leverage data analytics and customer feedback to refine virtual channels and identify opportunities for experience enhancement and increased conversion rates.
Compliance & Risk Management: Ensure all digital interactions and processes comply with banking regulations, cybersecurity standards, and internal controls to minimize risk.
Cross-functional Collaboration: Work closely with product, marketing, IT, and compliance teams to align virtual channel strategies with broader business objectives, leveraging our FinTech’s innovation to enhance customer engagement.
Performance Metrics: Develop and monitor performance metrics for online account opening and contact center teams, focusing on customer satisfaction, NPS, conversion rates, and response time.
Performs other duties as assigned.