Manager, Client Experience

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The Manager, Client Experience serves as a strategic problem solver, project driver, and ambassador for the client experience across the bank. This role bridges client feedback and internal operations by identifying pain points, organizing resolution initiatives, and ensuring a consistent, high-touch experience across Consumer, Commercial, and Wealth lines of business. With a blend of analytical, project management, and interpersonal skills, this role drives meaningful change in how clients experience the bank.

• Aggregate client feedback, categorize it by theme, and lead discovery sessions with cross-functional teams to understand root causes and identify solutions.
• Launch and manage multiple concurrent projects aimed at improving specific aspects of the client experience, from ideation to implementation.
• Take ownership of high-profile, escalated client issues; provide white-glove service and ensure resolution with speed, care, and executive-level visibility.
• Serve as the strategic owner of the bank's Salesforce strategy, including evaluating new tools, sunsetting ineffective solutions, and participating in technical discussions with Product and IT teams.
• Facilitate feedback loops with frontline staff and users of core platforms (e.g., Salesforce, nCino, D1) to inform prioritization of system and process enhancements.
• Represent the voice of the client in internal discussions and working groups to advocate for practical, scalable improvements.
• Track, document, and report progress on initiatives, identifying risks and adjusting plans to ensure successful outcomes.
• Contribute to the development of client experience strategy, policies, and best practices aligned with broader organizational goals.
• Serve as a cultural ambassador, promoting a client-first mindset through storytelling, internal communications, and active engagement with teams across the bank.

• Bachelor's degree required.
• 5 years of experience in banking or an equivalent client experience role preferred.
• Proven experience leading projects or initiatives involving multiple departments or stakeholders.
• Strong working knowledge of banking systems such as Salesforce, nCino, and D1 preferred.
• Exceptional communication, facilitation, and relationship-building skills.
• Demonstrated ability to prioritize and drive forward complex initiatives in a dynamic, cross-functional environment.
• Passion for improving client outcomes through thoughtful process and system enhancements.

• Ability to work under stress and meet deadlines
• Ability to lift/move/carry approximately 20 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.