VP, Process Improvement & Customer Experience Design

Accordia Bank is seeking a Director of Process Improvement & Customer Experience to lead enterprise-wide efforts to improve customer journeys, operational workflows, and quality standards across the organization. This role partners with leaders across Operations, Digital Banking, Lending, Client Experience, and Technology to design more efficient processes, enhance customer experiences, and ensure major strategic initiatives are executed with excellence.

Responsibilities

• Evaluate customer-facing processes including digital banking enrollment, deposit account opening, online loan applications, and credit card application experiences to identify opportunities for improvement.

• Identify process bottlenecks, customer friction points, and inefficiencies, and develop recommendations that improve usability while maintaining appropriate risk and compliance standards.

• Research banking industry best practices and customer experience trends to enhance onboarding, account opening, and service delivery processes.

• Lead process improvement initiatives across operational areas including digital banking operations, wire and ACH processing, and support functions.

• Apply Lean, Six Sigma, or similar methodologies to analyze workflows, identify root causes, and implement scalable improvements.

• Develop and maintain process maps, workflow documentation, and standard operating procedures.

• Serve as an independent quality assurance resource on major initiatives, including payments modernization and digital transformation projects.

• Assess testing quality, user acceptance testing (UAT) readiness, defect management, and implementation preparedness for strategic initiatives.

• Partner with business leaders and project teams to establish quality standards and continuous improvement practices.

• Report process improvement outcomes, quality findings, and customer experience enhancements to executive leadership.

• 7+ years of experience in process improvement, operations excellence, customer experience, quality assurance, or related functions within banking or financial services.

• Experience evaluating and redesigning customer-facing processes, customer journeys, or operational workflows.

• Strong knowledge of Lean, Six Sigma, or comparable process improvement methodologies.

• Experience supporting quality assurance, user acceptance testing (UAT), defect tracking, and implementation readiness activities.

• Demonstrated workflow mapping, process documentation, and root-cause analysis skills.

• Ability to influence cross-functional stakeholders and drive organizational change without direct reporting authority.

• Strong communication, facilitation, and presentation skills.

Preferred Qualifications

• Lean Six Sigma Green Belt, Black Belt, or equivalent certification.

• Experience with digital banking platforms, account opening systems, loan origination systems, or credit card servicing platforms.

• Background in customer journey mapping, UX research, service design, or customer experience optimization.

• Experience in bank operations, payments, digital banking, ACH, wire processing, or related operational functions.

• Familiarity with banking regulatory expectations, audits, examinations, and risk management practices.

Benefits

• Medical, Dental, and Vision Insurance

• Life and Disability Insurance

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)

• Paid Time Off (PTO) and 12 Paid Federal Holidays

• 401(k) with Company Match

• Tuition Reimbursement for Eligible Employees

• Competitive Compensation and Performance-Based Incentives