Director of Customer Experience

Additional Considerations (if any):

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At Midwest Heritage, the core of our culture is taking care of the customer and taking care of each other. Our employees appreciate that their contributions make a direct impact on the success of our business as well as their own personal and professional growth.

Job Title: Director of Customer Experience

Department: Banking

FLSA: Salary

General Function: The Director of Customer Experience is accountable for defining, delivering, and continuously improving consistent, high-quality customer experience across all departments. This role serves as the enterprise owner of customer service strategy, service standards, and execution. This leader partners closely with managers to ensure customer interactions align with organizational values, regulatory requirements, and business goals while driving measurable improvements in customer satisfaction, loyalty, and retention.

Core Competencies

• Customer-centric mindset with strong business acumen
• Data-driven decision making
• Coaching and people development
• Change leadership and continuous improvement
• Clear, confident communicator

Reporting Relations:

Accountable and Reports to: VP, Human Resources

Positions that Report to you: None

Primary Duties and Responsibilities:

• Establish and own the enterprise-wide branch customer experience strategy, including service standards, behavioral expectations, and service recovery protocols.
• Define what “great service” looks like at every customer touchpoint, from greeting to problem resolution.
• Ensure consistency of customer experience across all departments.

• Provide leadership, coaching, and direction to all employees.
• Partner with managers to reinforce service expectations, accountability, and performance improvement.
• Identify service gaps and work with managers to hold employees accountable.

• Partner with Human Resources to design and deploy customer service training, onboarding, and ongoing development programs.
• Ensure teams have the tools, knowledge, and confidence to deliver a high-quality customer experience.
• Reinforce service behaviors through coaching, observation, and feedback loops
• Own customer feedback channels (surveys, complaints, compliments, trends).

• Analyze customer experience data and translate insights into actionable improvements.
• Establish and monitor key performance indicators (e.g., customer satisfaction, service recovery effectiveness, complaint trends).

Secondary Duties and Responsibilities:

• Other duties as assigned

Knowledge, Skills, Abilities, and Worker Characteristics:

• Commitment to the Midwest Heritage mission and willingness to promote the values of the organization.
• Strong organizational and time management skills with the ability to prioritize multiple tasks and meet deadlines.
• Proficient computer skills. Microsoft Office preferred (Outlook, Power Point, Excel and Word.)
• Good verbal and written communication skills.
• Strong interpersonal skills; ability to relate to and interact with people in a friendly, professional manner.
• Strong detail orientation including the ability to review forms for accuracy and completeness.

Education and Experience:

• Bachelor’s degree preferred.
• 7+ years of progressive leadership experience in customer experience, retail banking, service operations, or a related field.
• Demonstrated success leading service teams across multiple locations.
• Strong understanding of retail banking operations and customer expectations.
• Proven ability to influence without direct authority and partner cross-functionally.

Physical Requirements:

• This position is classified sedentary/light and requires the ability to sit for long periods of time.
• Visual requirements include: ability to see detail at near range with or without correction.
• Must be able to perform the following physical activities: sitting for long periods, talking (in person and by telephone), hearing and repetitive motions.

Working Conditions:

• The duties of this position are normally performed in a general office setting. This is a fast-paced work environment.
• Frequent travel to all locations.
• There is frequent pressure to meet deadlines and handle multiple projects in a day.

Equipment Used to Perform Job:

PC with Microsoft Office programs.

Contacts:

This position works with Midwest Heritage employees, bank customers, Hy-Vee employees, vendors and outside agents doing direct business with Midwest Heritage.

Confidentiality:

This position has the responsibility to protect the privacy and confidentiality of customers, employees and bank insurance/financial information at all times.