The Director of Digital & Payments Experience owns how customers use the Bank’s digital banking and payment tools across all four charters of Pinnacle Bank / Bank of Colorado. This role is accountable for identifying friction, driving adoption, and improving customer outcomes using data and metrics enabled by the online banking platform.
The position leads strategy and execution across digital banking and payments, including optimization of existing platforms, evaluation and selection of new solutions, and oversight of payment vendors. The Director balances customer experience, operational efficiency, risk, and competitive positioning, making informed recommendations on when to improve current systems versus replace them based on customer feedback, prospect insights, and competitor offerings.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
Own how customers use digital banking and payment tools, identifying friction points and driving adoption and utilization, supported by metrics from the online banking upgrade.
Drive initiatives that materially improve customer experience across digital and payment channels.
Make informed recommendations on when to enhance existing systems versus replace them, based on customer and prospect feedback, market benchmarks, and competitive analysis.
Develop business cases and ROI analyses for proposed digital and payment initiatives.
Guide usage, optimization, and ongoing performance of existing payment platforms.
Assess and recommend new payment products and digital banking solutions aligned with bank strategy.
Monitor the payments and fintech landscape for emerging technologies, regulatory developments, and competitive trends.
Partner with internal teams and external vendors to ensure seamless integration and execution.
Support risk management, fraud prevention, and security protocols related to digital banking and payments.
Coordinate with training and frontline teams on product launches, enhancements, and adoption efforts.
Exercise independent judgment and discretion on matters of significance.
Communicate effectively with coworkers and customers, including outside regular business hours when necessary.
Maintain regular and reliable attendance.
Perform other duties as assigned.
Regularly exercising independent judgement and discretion over matters of significance.
Communicate effectively in-person and otherwise with all coworkers and customers, both during regular business hours and before and after regular business hours, if necessary.
Effective communication and collaboration are essential for this role. While remote work may be available periodically, there are times when being in the office is necessary to maintain our collaborative efforts. Therefore, this position cannot be primarily performed remotely.
KNOWLEDGE, SKILLS, AND ABILITIES:
Strong knowledge of payment systems, digital banking platforms, and financial technology trends.
Solid understanding of regulatory and compliance requirements impacting payments and digital banking.
Strong analytical, strategic, and problem-solving skills.
Experience managing vendors and negotiating contracts.
Ability to communicate clearly and credibly with senior leadership, internal partners, and external stakeholders.
Ability to manage multiple initiatives simultaneously and prioritize effectively.
High degree of discretion and ability to maintain confidentiality.
Ability to operate independently with minimal supervision while coordinating across teams.
EDUCATION AND EXPERIENCE:
Bachelor’s degree in Business, Finance, Information Technology, or related field required.
Minimum seven years of experience in banking, payments, or digital banking innovation.
Demonstrated success implementing solutions and driving measurable process or customer-experience improvements.
Experience leading cross-functional initiatives and managing projects from concept through execution.
PHYSICAL REQUIREMENTS:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations will be made when necessary and effective to enable individuals with disabilities to perform essential functions.
NOTE: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills, required of personnel. Additional duties may be assigned.
More Details
We will consider any candidate available to work at any of our branch locations in Colorado, Nebraska, Missouri, Kansas, Texas, Wyoming, Arizona or New Mexico.
Benefits
We offer fair and competitive compensation as well as bonus based on an employee's years of service and possible discretionary merit bonuses. Employees also have the opportunity to participate in the Bank incentive programs based on charter/branch guidelines. Other benefits include:
8 paid holidays.*
17 PTO days each year for the first five years of employment. Employees must also complete the 90-day introductory period prior to accruing PTO.*
After five years, 22 PTO days each year.*
After ten years, 27 PTO days each year.*
Employees must also complete the 90-day introductory period prior to accruing PTO.*
New employees will receive 16 hours of paid sick time upon their hire date.*
Health, dental, prescription drug card, vision, and voluntary life insurance plans.
Health Savings Account with employer contributions.
Flexible medical and dependent care spending plans.
Parental Leave after one year of full time employment.
401K plan after 3 months and start of next quarter with employer contributions and profit sharing.
Free checking account and basic printed checks.
Free safe deposit box.
$50,000 group term life insurance.
Long term disability insurance.
Employee Assistance Program.
Educational Assistance.
*Paid holidays and paid time off benefits are not applicable for employees that are fully commissioned.
We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at personnel@pinnbank.com or by phone at 402-697-8666 and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address. For more information, view the EEO KNOW YOUR RIGHTS and PAY TRANSPARENCY STATEMENT.
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