Director- Digital Branch, & Contact Center (19297)
RemoteUnited States
EXPIREDUnited StatesRemoteFull TimeSenior Level
Full TimeSenior Level
Job Summary
Lead strategic consulting engagements for retail and commercial digital banking, contact center operations, and branch transformation while advising clients on online banking, mobile banking, and digital onboarding initiatives. Assess current-state operating models and technology environments to develop roadmaps aligning people, processes, and business objectives. Facilitate executive workshops, strategic planning sessions, and governance meetings, then leverage proprietary research to deliver actionable recommendations and executive-level presentations. Manage vendor evaluations and RFP processes for digital platforms and CRM systems, while contributing to business development efforts including proposal development and thought leadership. Collaborate across practice areas to deliver integrated solutions and maintain deep knowledge of emerging banking technologies and payments trends. Approximately 30–50% travel required; role is remote-based.
Required Qualifications
- Bachelor's degree in business, Finance, Information Systems, Management, or a related field
- Minimum of 7 years of progressive leadership experience within a bank, credit union, fintech, or financial services consulting organization
- Demonstrated leadership experience in one or more of the following: Retail Banking, Treasury Management, Commercial Digital Banking, Digital Banking Strategy, Contact Center Operations, Branch Operations or Branch Strategy, Customer or Member Experience
- Experience leading strategic initiatives, technology implementations, operational improvement programs, or digital transformation efforts
- Strong proficiency with Microsoft Office applications, particularly Excel and PowerPoint
- Familiarity with banking platforms such as Alkami, Q2, Candescent, Genesys, Five9, Salesforce Service Cloud, or comparable solutions
- Minimum Qualifications: Bachelor's degree in business, Finance, Information Systems, Management, or a related field
- Minimum Qualifications: Minimum of 7 years of progressive leadership experience within a bank, credit union, fintech, or financial services consulting organization
- Minimum Qualifications: Demonstrated leadership experience in one or more of the following: Retail Banking, Treasury Management, Commercial Digital Banking, Digital Banking Strategy, Contact Center Operations, Branch Operations or Branch Strategy, Customer or Member Experience
- Minimum Qualifications: Experience leading strategic initiatives, technology implementations, operational improvement programs, or digital transformation efforts
- Minimum Qualifications: Strong proficiency with Microsoft Office applications, particularly Excel and PowerPoint
- Required Skills & Essential Qualities: Retail and commercial digital banking expertise
- Required Skills & Essential Qualities: Treasury management and cash management knowledge
- Required Skills & Essential Qualities: Contact center strategy and operations
- Required Skills & Essential Qualities: Branch transformation and optimization
- Required Skills & Essential Qualities: Customer and member experience strategy
- Required Skills & Essential Qualities: Strategic planning and facilitation
- Required Skills & Essential Qualities: Business process improvement
- Required Skills & Essential Qualities: Data analysis and performance benchmarking
- Required Skills & Essential Qualities: Vendor management and RFP leadership
- Required Skills & Essential Qualities: Executive presentation development
- Required Skills & Essential Qualities: Microsoft Office Suite (PowerPoint, Excel, Word)
- Required Skills & Essential Qualities: Familiarity with banking platforms such as Alkami, Q2, Candescent, Genesys, Five9, Salesforce Service Cloud, or comparable solutions
- Required Skills & Essential Qualities: Executive presence
- Required Skills & Essential Qualities: Strategic thinking
- Required Skills & Essential Qualities: Consultative mindset
- Required Skills & Essential Qualities: Strong analytical abilities
- Required Skills & Essential Qualities: Relationship building
- Required Skills & Essential Qualities: Exceptional written and verbal communication
- Required Skills & Essential Qualities: Facilitation and presentation skills
- Required Skills & Essential Qualities: Adaptability
- Required Skills & Essential Qualities: Problem-solving
- Required Skills & Essential Qualities: Collaboration
- Required Skills & Essential Qualities: Leadership and influence
- Required Skills & Essential Qualities: Client service orientation
- Required Skills & Essential Qualities: Ability to manage multiple priorities in a fast-paced consulting environment
- Work Environment / Travel Requirements: Approximately 30–50% travel, depending on client engagements and business needs
- Work Environment / Travel Requirements: Ability to travel independently and transport standard business equipment
Desired Qualifications
- Preferred Qualifications: Master's degree (MBA or related field)
- Preferred Qualifications: Experience supporting technology vendor evaluations and RFP processes
- Preferred Qualifications: Prior consulting experience serving financial institutions
- Preferred Qualifications: Knowledge of fintech partnerships, embedded banking, and emerging payments technologies
- Preferred Qualifications: Experience with industry benchmarking, strategic planning, or organizational transformation initiatives
- Preferred Qualifications: Relevant banking or project management certifications are a plus
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.