Customer Experience Manager

Customer Experience Manager

The First National Bank in Sioux Falls invites applications for the Customer Experience Manager role.

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.

• Responsible for leading, managing and holding the 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.

• 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 engage internal stakeholders.
• Continuously enhance programs based on data trends and customer feedback.
• Ensure all engagement activities comply with regulatory requirements and internal policies.
• Maintain documentation and reporting for audits and executive reviews.

• Champion initiatives that enhance both internal and external customer experiences.
• Advocate for customer-centric thinking in all strategic decisions.
• Develop a deep understanding of stakeholder objectives.
• Partner with teams across marketing, banking, information technology, operations, and compliance to ensure seamless integration of engagement strategies.
• Facilitate alignment between technology capabilities and customer experience goals.
• Act as a liaison between internal stakeholders and external vendors.
• Communicate results and progress to internal stakeholders, including executive leadership, to demonstrate the value of customer engagement initiatives.

Secondary education in Business, Marketing, Finance, or related field required. Ten or more years of relevant work experience including management or leadership experience preferably within the banking or financial services sector, five or more years of customer engagement, digital marketing, or product management, or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position.

Strong analytical skills are essential, along with excellent stakeholder, vendor, and project leadership abilities…