VP of Process Excellence & Customer Experience

CCBank; Pleasant Grove (UT); On-site; USD 135,000 - 150,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Life and Disability Insurance

HSA and FSA

Paid Time Off and federal holidays

401(k) with company match

Tuition reimbursement

Competitive compensation & incentives

Job summary

Accordia Bank is seeking a Director of Process Improvement & Customer Experience to drive enterprise-wide initiatives that enhance customer journeys, optimize workflows, and raise quality standards across the organization.

You will collaborate with Operations, Digital Banking, Lending, Client Experience, and Technology to implement efficient processes and ensure strategic initiatives are executed with excellence.

Qualifications

• 7+ years of experience in process improvement within banking or financial services.
• Experience redesigning customer journeys, processes, or workflows.
• Strong knowledge of Lean, Six Sigma, or similar methodologies.
• Experience supporting QA, UAT, defect tracking, and implementation readiness.

Responsibilities

• Evaluate customer-facing processes (digital banking enrollment, account opening, loan applications) to identify improvements.
• Identify bottlenecks, friction, and inefficiencies; recommend improvements with risk/compliance considered.
• Lead enterprise-wide process improvement initiatives across operations and digital channels.
• Apply Lean/Six Sigma to analyze workflows, identify root causes, and implement improvements.
• Develop and maintain process maps and SOPs; serve as QA resource on initiatives.
• Partner with leaders to establish quality standards and continuous improvement practices.

Skills

Lean Six Sigma

Process improvement

Change management

Cross-functional collaboration

QA/UAT

Communication & presentation

Stakeholder Influence

Education

Lean Six Sigma Green Belt/Black Belt

Tools

Digital banking platforms

Account opening systems

Loan origination systems

Payments/ACH/Wire processing

Job description

Accordia Bank is seeking a Director of Process Improvement & Customer Experience to drive enterprise-wide initiatives that enhance customer journeys, optimize workflows, and raise quality standards across the organization.

You will collaborate with Operations, Digital Banking, Lending, Client Experience, and Technology to implement efficient processes and ensure strategic initiatives are executed with excellence.