Customer Experience Manager

Careers at The First National Bank in Sioux Falls

The Customer Experience Manager is the strategic leader responsible for developing and executing the roadmap for customer engagement initiatives across digital banking, CRM, and marketing automation platforms. This role drives the planning, coordination, and delivery of programs that enhance customer experiences, accelerate sales, and improve operational efficiency.

In addition, our FIRST Values apply to all teammates without exception.

• Family – We support, trust, and respect each other, our customers, and our shareholders.
• Independence & Innovation – We embrace change as vital to our success.
• Relationships – We build relationships that are based on strong character, mutual loyalty, trust, and respect.
• Stewardship – We take care of ourselves so we can take care of others.
• Teamwork – We help each other grow and succeed.

The First National Bank in Sioux Falls began its long‑term commitment to the Sioux Falls area in 1885. The oldest bank in Sioux Falls owes its longevity to a combination of service, stability, innovation, and family involvement. Over the past 140 years, The First National Bank in Sioux Falls has worked diligently to promote the growth and vitality of our city and the surrounding area.

The Bank strives to continually be recognized as a community leader by reinvesting financial resources back into the communities it serves and encouraging active employee involvement in community volunteer organizations.

The First National Bank Way, which is a blend of our Mission Statement and FIRST Values, serves as the foundation of our culture. It is a gift that has been passed down to us and is the legacy that we will protect and preserve. Nothing is more important to us – it is the cornerstone of our success.

Our culture is driven by integrity, service, and strong values; nothing has shaped it more than our FIRST Values.

Our FIRST Values are not just words; they are truly felt by our employees, customers, shareholders, and communities. They tell us who we are as a business and guide our behaviors and decisions as we move forward and build successful relationships.

Although banking has evolved over the years, our mission and values have not and will not change.

Lead with clear direction, providing the necessary tools to delegate and elevate for growth and development of teammates.

• Responsible for leading, managing and holding their team accountable.
• Lead and inspire the team to strive for the best outcomes.
• Take ownership of the team’s development to ensure that team‑members are empowered, challenged, and engaged.
• Ensure that teammates are trained and deliver value to our customers and to the Bank.
• Address performance issues in an effective and meaningful manner.
• Hold regular 1:1s, quarterly conversations, and team meetings.
• Lead departmental organization/structure for resiliency, efficiency, and effectiveness.
• Identify skill gaps and provide training opportunities to enhance the team's technical expertise.

Develop, implement, and lead a customer experience strategy aligned with the bank's vision and goals.

• Serve as the primary owner of digital banking, telephone banking, CRM, and eSign products.
• Develop and maintain comprehensive product roadmaps aligned with business goals and budget.
• Define strategic priorities for engagement initiatives across digital channels and platforms.
• Develop business cases and ensure business and product requirements are documented.
• Responsible for the product lifecycle, including business cases, requirements, testing, training, and release management.
• Lead the execution of customer engagement campaigns and lifecycle programs.
• Oversee optimization of CRM, marketing automation, and digital engagement tools.
• Manage timelines, budgets, and resources to ensure successful delivery of initiatives.
• Use analytics and customer insights to inform engagement strategies and measure performance.
• Establish and monitor performance metrics, including ROI.
• Create training programs, digital adoption frameworks, and incentive structures to…