About this opportunity
Northpointe Bank Inc lists this Director, Customer Experience opportunity in grand rapids, Michigan. Review the employer’s description below for duties, qualifications and application requirements.
Job description
The POWER of a CAREER!
At Northpointe Bank, we believe your career should empower you — to grow, contribute, and find purpose. We’re hiring a Director, Customer Experience to lead the evolution of our traditional Customer Service function into a broader Customer Experience organization focused on ownership, resolution, consistency, and continuous improvement.
This role is ideal for an experienced customer experience leader who can turn strategy into action, develop high-performing teams, and identify opportunities to improve the customer journey. You’ll lead day-to-day operations while building the people, processes, standards, controls, and capabilities needed to deliver an exceptional and scalable customer experience.
What You’ll Do:
Lead day-to-day Customer Experience operations with a focus on service levels, quality, responsiveness, and customer outcomes
Translate strategic direction into actionable priorities and drive execution across the Customer Experience function
Build a culture of ownership and accountability focused on resolving customer needs
Establish service standards, performance measures, and operating practices that improve consistency and first-contact resolution
Use customer feedback, complaints, service data, and recurring issues to identify trends and opportunities for improvement
Identify opportunities to simplify, automate, modernize, and improve customer and employee workflows
Explore technology, automation, AI, self-service, and knowledge-management solutions to improve service and efficiency
Build, coach, and develop a high-performing Customer Experience team and future leaders
Maintain effective procedures, controls, quality monitoring, and remediation practices
Partner across Banking, Technology, Enterprise Delivery, Operations, Compliance, Human Resources, Learning & Development, and other teams to improve customer experiences
Lead through change while communicating recommendations, risks, priorities, and progress to senior leadership
What You Bring:
Progressive leadership experience in customer experience, customer service, contact-center operations, financial services, or a comparable service environment
Demonstrated experience leading and developing customer-facing teams and improving service operations
Experience using customer and operational data to drive improvements and cross-functional change
Experience building or transforming service operations, customer journeys, or customer-experience capabilities preferred
Financial services or other regulated-industry experience preferred
Strong people leadership, coaching, talent-development, and performance-management skills
Strong problem-solving and judgment with the ability to translate strategy into actionable plans
Understanding of service operations, workforce planning, quality management, customer journeys, and operating controls
Strong communication and influencing skills across teams and leadership levels
Ability to lead through change and ambiguity while maintaining accountability and customer focus
Bachelor’s degree in Business, Management, Customer Experience, or a related field preferred; equivalent relevant education and experience may be considered
Why Join Northpointe?
Join a collaborative environment where your leadership will directly shape how we serve our customers. You’ll have the opportunity to build strong teams, improve customer journeys, and help create a scalable Customer Experience organization for the future.
Our Hiring Philosophy
Northpointe Bank recognizes that the quality of our people is the foundation for our success. Attracting individuals who value a challenging work environment that rewards the contributions of its people is the cornerstone of our hiring philosophy.
It is the policy of Northpointe Bank and its subsidiaries to provide equal employment opportunities (EEO) to all persons regardless of age, race, sex, religion, national origin, handicap, marital status, or other attributes not pertinent to the job requirements. This policy reflects our practice of making all employment decisions, from recruitment to promotions, based on an individual's qualifications without discrimination on any basis.
Benefit Information:
Medical
Dental
Vision
Life, LTD, & AD&D
Dependent Care Spending Plan (DCSA)
Employer Stock Ownership Plan with 401(k) feature and company match
Complimentary Banking Services
Tuition Assistance
AA - EOE
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Worksite address
grand rapids, MI, 49528, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.