Chief Experience Officer
On-site · Richwood, Ohio, United States
Job Summary
Lead the design and implementation of Richwood Bank's customer and team member experience across branches, coffee shops, call center, digital banking, lending, treasury management, and operations. Define, document, and continuously improve the bank's desired customer experience; ensure every touchpoint reflects the bank's brand, values, and service expectations; identify friction points and partner with business lines to create memorable moments and deepen relationships. Develop clear, teachable, measurable service standards; drive consistency across locations while allowing local relevance; design a standardized service recovery system to rebuild trust. Monitor and report KPI drivers impacted by customer experience to drive improvement. Collaborate with Human Resources, Training, and senior leadership to enhance the Team Member journey, onboarding, training, communication, recognition, and internal processes. Partner with Marketing to align CX strategies with brand positioning and ensure consistency across advertising, branch and digital experiences, and community involvement. Lead cross-functional experience initiatives, establish metrics and dashboards, and present findings to senior leadership and the board. Bring a balance of creativity and execution, strategy with detail, and brand personality with operational discipline to the organization.
Required Qualifications
- Bachelor's degree in marketing, Business Administration, or related degree; or equivalent experience required
- 8 years of banking experience
- 3 years of management experience
- Senior leadership experience in banking, financial services, hospitality, retail, marketing, customer experience, or a related field
- Proven ability to lead cross-functional initiatives
- Strong understanding of customer journey design, service delivery, employee engagement, and brand execution
- Experience using customer feedback and data to improve performance
- Demonstrated ability to influence leaders and team members across departments
- Excellent communication, facilitation, and presentation skills
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