Director, Customer Experience Northpointe Bank - 3.0 Grand Rapids, MI Job Details Full-time From $95,000 a year 1 hour ago Benefits AD&D insurance Disability insurance Health insurance Dental insurance 401(k) Flexible spending account Tuition reimbursement Vision insurance 401(k) matching Employee stock ownership plan Life insurance Qualifications Knowledge management Business Management Performance improvement leadership Financial services customer support Automation Managing teams in a customer support role Coaching Talent management Customer satisfaction tracking Bachelor's degree in business Frontline customer support management Performance management Leadership development Change management Team development Quality planning Quality control management Workforce planning strategy Bachelor's degree Bank experience Organizational skills Leading team collaboration initiatives Operational excellence initiatives Talent career development Process improvement planning Implementation of strategic initiatives Business operations AI-driven automation Customer satisfaction improvement Senior level Full 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 Ready to Apply? If you're ready to lead, innovate, and help shape an exceptional customer experience, we want to hear from you. At Northpointe Bank, this is more than a job — it's the POWER of a

CAREER . AA - EOE

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