VP of Process Improvement & CX Design

CAPITAL COMMUNITY BANK; 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 paid holidays

401(k) with Company Match

Tuition Reimbursement

Competitive Compensation and Incentive

Job summary

Accordia Bank is seeking a Director of Process Improvement & Customer Experience to lead enterprise-wide efforts to improve customer journeys, operational workflows, and quality standards across the organization. The role partners with leaders across Operations, Digital Banking, Lending, Client Experience, and Technology to design more efficient processes and enhance customer experiences.

The ideal candidate has extensive experience in process improvement, Lean/Six Sigma methodologies, and

Qualifications

• 7+ years of experience in process improvement, operations excellence, or customer experience within banking or financial services.
• Experience evaluating and redesigning customer-facing processes and journeys.
• Strong knowledge of Lean, Six Sigma, or similar methodologies.
• Experience supporting QA, UAT, defect tracking, and readiness activities.
• Demonstrated process mapping and root-cause analysis skills.

Responsibilities

• Evaluate customer-facing processes including digital enrollment, account opening, online loan applications, and card applications to identify improvements.
• Identify bottlenecks, friction points, and inefficiencies; recommend usability improvements with risk and compliance in mind.
• Research banking UX trends to enhance onboarding and service delivery processes.
• Lead process improvement initiatives across digital banking operations, payments, and support functions.
• Apply Lean, Six Sigma, or similar methodologies to analyze workflows and implement scalable improvements.
• Develop and maintain process maps, SOPs, and workflow documentation.
• Serve as an independent QA resource on major initiatives including payments modernization and digital transformation.
• Assess testing quality, UAT readiness, defect management, and implementation preparedness.

Skills

Process improvement

Operations excellence

Customer experience

Quality assurance

Lean

Six Sigma

Change management

Cross-functional influence

Job description

Accordia Bank is seeking a Director of Process Improvement & Customer Experience to lead enterprise-wide efforts to improve customer journeys, operational workflows, and quality standards across the organization. The role partners with leaders across Operations, Digital Banking, Lending, Client Experience, and Technology to design more efficient processes and enhance customer experiences.

The ideal candidate has extensive experience in process improvement, Lean/Six Sigma methodologies, and