Executive Director, Financial Center Experience & ...

Job Description The Executive Director, Financial Center Experience and Enablement, will support Northwest Bank's consumer business by managing the branch experience for employees and customers. This is a high profile, strategic role responsible for shaping the future operating model and workforce design for the optimal customer experience in our more than 150 financial centers across a four-state footprint. The span of accountability includes the roll out of a universal banking strategy or equivalent, training and sales enablement programs, role optimization, and overall choreography of the client experience in Northwest's financial center network. This role will influence policy and procedure, technology decisions, incentive structures, career framework and self-service strategies in close collaboration with market leaders. Essential Functionsu2022 Design, implement, and manage in collaboration with market leadership the future in-branch experience and operating model; establish effective choreography that can be scaled beginning with new expansion marketsu2022 Create and/or update existing training and sales enablement resources; establish a well-organized and efficient process to build branch associate skills and capabilitiesu2022 Establish an optimized staffing strategy inclusive of universal bankers, execute a multi-year rollout while ensuring we continue to engage our employees and provide a high level of hospitality to our customersu2022 In collaboration with human resources, establish career and job profiles for financial center associates, including roles and responsibilities to drive optimal client experience and salesu2022 Influence and coordinate with operations and technology partners to ensure financial centers are equipped with effective hardware, software, CRM, and client experience solutionsu2022 Build training and enablement strategies and programs, including a new Northwest academy for new hires and current associates for ongoing training and development in the financial centersu2022 Develop and execute strategies to shift from transaction to sales-enabled while strengthening our performance-based cultureu2022 Establish KPIu2019s to monitor transformation progress as well as operational project plansu2022 Evaluate and recommend enhancements to policies and procedures to increase efficiency, improve client and employee experience.u2022 Advocate for and recommend enhancements to servicing, enrollment, and CRM systems to better serve the overall organization across business unitsu2022 Manage the orchestration of key changes and initiatives impacting the financial center network, acting as a gatekeeper to help financial centers manage obligations, new initiatives, campaigns, and flow of information from stakeholdersu2022 Manage a team of training and sale enablement professionals to effectively deliver the consumer banku2019s network experience objectives.u2022 Ensure financial center vision and strategy is aligned with an omni-channel approach with digital and contact center capabilitiesu2022 Recommend improvements to internal communications sites to ensure financial centers are well equipped and knowledgeable of product features, services, and campaigns.u2022 Support out of branch strategies for bank at work, student banking, and mobile branches Additional Essential Functionsu2022 Ensure compliance with Northwestu2019s policies and procedures, and Federal/State regulationsu2022 Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiencyu2022 Work as part of a teamu2022 Work with on-site equipment Additional Responsibilitiesu2022 Cross-Functional Collaboration:u2022 The role will work closely with teams across the organization, including:u2022 District and Regional Directorsu2022 Operationsu2022 Executive Leadership Teamu2022 Marketingu2022 Human Resourcesu2022 Financeu2022 Risk Management QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education Bachelor's Degree A degree or coursework in business, leadership, marketing, or communication is preferred Work ExperienceMore than 15 years in consumer banking, preferably in a financial center setting as district or market leader with deep knowledge of financial center sales, roles, processes, and operations 12 - 15 years Experience with a universal banker staffing model, support systems, and financial center choreography operating under a universal model. 12 - 15 years Large bank experience a plus, specifically within a retail banking branch eco-system with understanding of roles, responsibilities, and functions. Additional Knowledge, Skills and Abilitiesu2022 Knowledge of financial center compensation and incentive models; ability to influence and provide strategic insight to effectively improve production u2022 Motivational, engaging, and highly effective in communicating change, objectives, and strategy to large numbers of associatesu2022 Excellent project management and cross-functional collaboration skills u2022 Person must be able to create content on demand in a range of styles and voices while observing hard deadlines, and have a proven record of program development and project management u2022 Person needs to have a proven record of strong interpersonal skillsu2014this position requires substantial interaction with bank representatives at all levels, including senior management. The ability to communicate persuasively, both orally and in writing, with other managers, staff and market leaders u2022 Capable of translating complex analysis into compelling narratives to advocate for technology, process, and experience enhancements u2022 Career oriented, passionate about serving customers and communities Competencies Strategist Forward looking/thinking (growth mindset) Influencer- ability to understand the political environment and manage Comfortable in communicating, at multiple level Courageous and curious leadership (look at the unknowns) Project Management Organizational and prioritization skillsPresentation Skills Various exposure and experience with various Retail Banking technology Adaptability/ the ability to pivot Management and development of people Executive presence u2013 read the room and ability to pivot Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. A t Northwest, weu2019re here for what's next. Whether we're finding opportunities for families, businesses and communities or opening doors for our team, we share a passion for helping the people around us succeed. And we know that in order to provide the highest level of care, we need to understand unique experiences and perspectives. That's why, whether you're interested in a corporate role or something customer-facing, your talent and voice matter. Here, you belong. Working at Northwest, you'll find that we recognize our employees for the important work they do through competitive compensation and benefits, professional development opportunities and by regularly celebrating wins along the way. So, take a look at the opportunities here. And join us as we move into the future making a difference for the people we serve.

Created: 2026-01-30