Customer Experience Director

Job Description

Job Description

The Customer Experience Director will oversee and optimize the customer journey for both B2B and B2C clients utilizing the Bank's sponsored payments systems for simplified purchasing and settlement to consumer and business product application, adoption and integration. This role is responsible for ensuring high levels of client satisfaction, identifying and resolving friction points, and driving continuous improvement in customer interactions across digital, product, and service touchpoints.

Qualifications:

To perform this job successfully, the individual must be able and willing to perform all essential duties satisfactorily. The position responsibilities outlined here are in no way to be construed as all encompassing. Additional duties, responsibilities and qualifications may be required and/or assigned as necessary. Reasonable accommodations, as determined by management on a case-by-case basis, may be made to enable individuals with disabilities to perform essential duties.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Lead the end-to-end customer experience for businesses and consumers leveraging sponsored payments and consumer lending.

• Act as the primary advocate for customers, ensuring feedback is captured, analyzed, and integrated into product and service improvements.

• Collaborate with Payments, Product, Operations, and Technology teams to identify inefficiencies and manual processes that must be streamlined to support elevated production levels and customer expectations.

• Develop and implement strategies to improve customer satisfaction, retention, and engagement across the Consumer Payments.

• Monitor customer experience KPIs and deliver reporting to senior leadership.

• Lead customer onboarding, education, and training initiatives for payments platforms.

• Resolve complex customer issues by working cross-functionally to deliver timely solutions.

• Stay up to date with industry trends and best practices in customer experience and payments.

• Perform additional duties as requested, needed or assigned.

JOB REQUIREMENTS

• Strong understanding of banking and sponsored payments systems.

• Familiarity with digital purchasing and settlement workflows.

• Proficiency with CRM platforms (Salesforce, HubSpot, or equivalent).

• Experience with customer feedback tools, analytics, and reporting dashboards.

• Strong project management skills, including leading cross-functional initiatives.

• Ability to use data and KPIs to drive decisions.

EDUCATION & EXPERIENCE

• Bachelor's degree in Business, Finance, Marketing, or related field (MBA preferred).

• 5+ years of experience in customer experience, client success, or product management, ideally in payments or financial services.

• Strong understanding of B2B and B2C customer dynamics in banking and payments.

• Proven ability to manage customer-facing programs and drive measurable improvements in satisfaction and retention.

• Excellent communication, problem-solving, and relationship management skills.

• Experience with CRM systems, customer feedback tools, and data-driven decision making.

• Project management skills with the ability to manage multiple initiatives simultaneously.

• Proficient in Microsoft Office suite; MS Excel, MS Word and Outlook

WORKING CONDITIONS/PHYSICAL DEMANDS

• Normal business office environment

• Working in a hybrid work environment with three days in office and two days remote

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.