Digital Banking Lead: Customer Experience & Growth

Tennessee Bankers Association; Nashville (TN); On-site; USD 95,000 - 120,000; Full time

Job summary

Southern Bank of Tennessee is seeking a Digital Banking Manager to lead the day-to-day administration, support, and continued enhancement of our digital banking channels. This role owns the digital banking experience, including online banking, mobile banking, online account opening, digital deposit acquisition, and related technologies.

The ideal candidate will collaborate with executives and departments to deliver secure, customer-focused digital solutions, drive adoption and performance, and

Responsibilities

• Serve as the primary administrator and subject matter expert for online banking and mobile banking platforms.
• Manage the Bank's online account opening platform and digital deposit acquisition channels.
• Monitor system performance and customer experience to ensure digital channels operate efficiently and effectively.
• Evaluate customer feedback, usage trends, and operational data to recommend product enhancements and process improvements.
• Support the development and execution of Southern Bank of Tennessee’s digital banking strategy, recommending enhancements and initiatives for approval by Executive Management and the Director of Operations and executing approved decisions.
• Serve as the primary escalation point for complex digital banking customer issues.
• Deliver exceptional service and support to digital banking customers.
• Develop and distribute customer communications related to system updates, service interruptions, fraud alerts, and new product offerings.
• Create and maintain customer-facing educational materials, online resources, and training content.
• Work proactively to identify opportunities to improve customer adoption and engagement with digital banking products.
• Manage relationships with digital banking vendors and service providers.
• Coordinate implementation, testing, and deployment of new products, upgrades, and enhancements.
• Participate in vendor due diligence, contract reviews, and ongoing performance monitoring.
• Research emerging technologies and recommend solutions that improve customer experience, operational efficiency, and competitive positioning.
• Partner with Information Technology, Deposit Operations, Retail Banking, Treasury Management, Marketing, Compliance, and other departments to support digital initiatives.
• Coordinate projects involving digital products, integrations, and customer-facing technologies.
• Assist departments in identifying opportunities to streamline workflows through technology and automation.
• Serve as an internal resource for digital banking questions, training, and support.
• Assist in the development, maintenance, and documentation of digital banking policies, procedures, and operational workflows.
• Ensure digital banking activities are conducted in accordance with applicable laws, regulations, and Southern Bank of Tennessee policies.
• Monitor fraud trends and work with appropriate departments to implement mitigation strategies.
• Support internal audits, regulatory examinations, vendor reviews, and compliance initiatives.
• Coordinate operational testing and quality assurance efforts related to digital banking systems and enhancements.
• Prepare reports and analyses related to digital banking usage, online account opening activity, digital deposit growth, and customer engagement.
• Track and monitor key performance indicators related to digital channel performance.
• Utilize data and analytics to identify trends, opportunities, and areas for improvement.
• Train employees on digital banking platforms, products, services, and procedures.
• Promote awareness and adoption of digital banking solutions throughout the organization.
• Maintain effective communication with internal departments regarding system updates, enhancements, and operational changes.

Job description

Southern Bank of Tennessee is seeking a Digital Banking Manager to lead the day-to-day administration, support, and continued enhancement of our digital banking channels. This role owns the digital banking experience, including online banking, mobile banking, online account opening, digital deposit acquisition, and related technologies.

The ideal candidate will collaborate with executives and departments to deliver secure, customer-focused digital solutions, drive adoption and performance, and