SVP, Customer Experience Director (Banking & Financial Services)

Come work with us:

Metropolitan Commercial Bank (the "Bank") is a full-service commercial bank based in New York City. The Bank provides a broad range of business, commercial, and personal banking products and services to individuals, small businesses, private and public middle-market and corporate enterprises and institutions, municipalities, and local government entities.

Metropolitan Commercial Bank was named one of Newsweek's Best Regional Banks and Credit Unions 2024. The Bank was ranked by Independent Community Bankers of America among the top ten successful loan producers for 2023 by loan category and asset size for commercial banks with more than $1 billion in assets. Kroll affirmed a BBB+ (investment grade) deposit rating on January 25, 2024. For the fourth time, MCB has earned a place in the Piper Sandler Bank Sm-All Stars Class of 2024.

Metropolitan Commercial Bank operates banking centers and private client offices in Manhattan, Boro Park, Brooklyn and Great Neck on Long Island in New York State.

The Bank is a New York State chartered commercial bank, a member of the Federal Reserve System and the Federal Deposit Insurance Corporation, and an equal housing lender. The parent company of Metropolitan Commercial Bank is Metropolitan Bank Holding Corp. (NYSE: MCB).

Position Summary:

The Senior Vice President and Customer Experience Director will lead a high-performing client experience team overseeing all customer interactions for our valued clients, ensuring seamless, personalized and tailored experiences that foster loyalty and growth. The Customer Experience Director will also steer our cash management team and develop a products team tasked with developing innovative solutions that meet the evolving needs of our clients, staying ahead of the competition. This role will also guide our contact center team to provide world-class support, ensuring every interaction is an opportunity to strengthen our brand and build customer loyalty.

Essential duties and responsibilities:

• Develop and execute a comprehensive customer experience strategy that aligns with our company's vision and goals, driving business growth and customer satisfaction
• Lead multiple teams, including client services, products and cash management, and contact center teams, fostering a culture of innovation, collaboration, and continuous improvement
• Analyze customer feedback, market trends, and industry benchmarks to identify opportunities for enhancement and optimize the customer journey
• Collaborate with cross-functional teams to ensure seamless integration and effective implementation of customer experience initiatives
• Establish and track key performance indicators (KPIs) to measure customer experience success, reporting regularly to executive leadership and stakeholders
• Develop and manage the customer experience budget, allocating resources effectively to achieve strategic objectives
• Stay up-to-date with industry best practices and emerging trends in customer experience, applying this knowledge to inform strategic decisions and drive innovation
• Build and maintain relationships with key external partners, vendors, and stakeholders
• Lead executive-level discussions to promote the importance of customer experience and secure support for strategic initiatives
• Perform other job-related duties as assigned.

Required knowledge, skills and experience:

• A minimum of 10 years of customer experience, preferably in the finance industry
• Proven track record of developing and executing successful customer experience strategies
• Demonstrates extensive knowledge in transaction banking, and financial services
• Strong leadership and management skills
• Excellent analytical, communication and interpersonal skills
• Ability to think strategically and drive innovation
• Hands-on approach.

Preferredknowledge, skills and experience:

• At least 5 years in a leadership role.
• Strong organizational and workforce management skills.
• Ability to understand concepts and new ideas quickly.
• Ability to handle sensitive issues with confidence and professionalism.
• Ability to work with minimal direction and deal with time pressures and changing priorities.
• Excellent strategic leadership skills with the ability to influence and think outside the box.
• Excellent negotiation and communication skills.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.
• Detail-oriented with a focus on accuracy and efficiency.
• Must have a professional demeanor and appearance.

Potential Salary: $275,000 - $300,000 annually

This salary range only reflects base wages and does not include benefits, bonus, or incentive pay. Salary bands are purposefully wide ranging to encompass the different factors considered in determining where a candidate falls in the range, including but not limited to, seniority, performance, experience, education, and any other legitimate, non-discriminatory factor permitted by law.

Metropolitan Commercial Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.