Senior Client Experience Lead, Digital Banking

Bank Iowa; West Des Moines (IA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

401(k) match

Bonuses

Health, dental, vision

Paid holidays

Tuition reimbursement

Job summary

Bank Iowa is seeking a Senior Client Experience Specialist to lead the CX team in our digital branch operations, delivering outstanding service to current and prospective clients.

You will manage multi-channel communications (phone, chat, email, secure messaging), resolve complex issues, and promote our digital banking products while opening new accounts and supporting online account setups. The role blends hands-on client service with leadership and training responsibilities.

Qualifications

• Requires 5+ years of banking experience and knowledge of bank products and services.
• High school diploma required; college degree preferred.
• ACHP or national check professional certification preferred.

Responsibilities

• Lead the client experience team alongside the CX Manager to ensure daily tasks are completed.
• Resolve advanced issues and escalations with minimal guidance across multiple channels.
• Engage with clients via inbound calls, chat, secure messages, and website leads to deliver exceptional service.
• Open new accounts and complete online account opening setups, maintenance, and documentation.
• Provide expert product and process support for digital banking services and related transactions.

Skills

Leadership

Customer service

Multichannel communication

Problem-solving

Attention to detail

Time management

Relationship management

Education

High School diploma or equivalent

College degree preferred

ACHP certification preferred

Tools

MS Office

Job description

Bank Iowa is seeking a Senior Client Experience Specialist to lead the CX team in our digital branch operations, delivering outstanding service to current and prospective clients.

You will manage multi-channel communications (phone, chat, email, secure messaging), resolve complex issues, and promote our digital banking products while opening new accounts and supporting online account setups. The role blends hands-on client service with leadership and training responsibilities.