Director- Digital, Branch, & Contact Center (19297)

About the Role

The Director, Digital, Branch & Contact Center serves as a trusted advisor within Cornerstone Advisors' Experience & Payments practice, partnering with banks and credit unions to shape and execute strategies across retail and commercial digital banking, contact center operations, branch transformation, and end-to-end customer and member experience. This client-facing leadership role combines deep operational banking expertise with strategic consulting capabilities to help drive measurable outcomes, including improved service delivery, enhanced operational performance, modernized technology ecosystems, and stronger customer engagement. The Director leads consulting engagements, facilitates executive-level discussions, develops actionable recommendations, and contributes to business development efforts, while helping to advance the growth of the Experience & Payments capability.

Key Responsibilities

• Lead and deliver strategic consulting engagements focused on retail and commercial digital banking, contact center operations, branch strategy, and customer/member experience.
• Assess current-state operating models, technology environments, and service delivery capabilities for banks and credit unions.
• Develop strategic roadmaps that align people, processes, technology, and business objectives.
• Advise clients on digital banking transformation initiatives, including online banking, mobile banking, digital onboarding, treasury management, and self-service capabilities.
• Lead vendor evaluation, selection, and RFP processes for digital banking platforms, contact center solutions, CRM systems, and related technologies.
• Facilitate executive workshops, strategic planning sessions, governance meetings, and client roundtables.
• Analyze operational, financial, and experience data to identify opportunities for process improvement and operational efficiencies.
• Leverage Cornerstone's proprietary research, benchmarking, and industry intelligence to develop actionable client recommendations.
• Develop and deliver executive-level presentations, strategic assessments, and client deliverables.
• Contribute to business development efforts, including proposal development, client relationship expansion, conference presentations, and thought leadership initiatives.
• Collaborate across Cornerstone practice areas to deliver integrated, cross-functional consulting solutions.
• Maintain deep knowledge of emerging banking technologies, payments trends, fintech innovation, and evolving customer experience expectations.

Knowledge and Skills

• Strong knowledge of retail banking, treasury management, commercial digital banking, contact center operations, and branch network management.
• Understanding of digital transformation strategies within community banks and credit unions.
• Knowledge of customer experience design, omnichannel delivery, and operational excellence methodologies.
• Familiarity with digital banking platforms, contact center technologies, CRM solutions, and branch technologies.
• Ability to translate complex operational challenges into practical strategic recommendations.
• Strong project leadership, facilitation, presentation, and executive communication skills.
• Ability to build trusted advisor relationships with senior banking executives.

Qualifications

Minimum Qualifications

• Bachelor's degree in business, Finance, Information Systems, Management, or a related field.
• Minimum of 7 years of progressive leadership experience within a bank, credit union, fintech, or financial services consulting organization.
• Demonstrated leadership experience in one or more of the following: Retail Banking, Treasury Management, Commercial Digital Banking, Digital Banking Strategy, Contact Center Operations, Branch Operations or Branch Strategy, Customer or Member Experience.
• Experience leading strategic initiatives, technology implementations, operational improvement programs, or digital transformation efforts.
• Strong proficiency with Microsoft Office applications, particularly Excel and PowerPoint.

Preferred Qualifications

• Master's degree (MBA or related field).
• Experience supporting technology vendor evaluations and RFP processes.
• Prior consulting experience serving financial institutions.
• Knowledge of fintech partnerships, embedded banking, and emerging payments technologies.
• Experience with industry benchmarking, strategic planning, or organizational transformation initiatives.
• Relevant banking or project management certifications are a plus.

Skills

Technical Skills

• Retail and commercial digital banking expertise
• Treasury management and cash management knowledge
• Contact center strategy and operations
• Branch transformation and optimization
• Customer and member experience strategy
• Strategic planning and facilitation
• Business process improvement
• Data analysis and performance benchmarking
• Vendor management and RFP leadership
• Executive presentation development
• Microsoft Office Suite (PowerPoint, Excel, Word)
• Familiarity with banking platforms such as Alkami, Q2, Candescent, Genesys, Five9, Salesforce Service Cloud, or comparable solutions

Soft Skills

• Executive presence
• Strategic thinking
• Consultative mindset
• Strong analytical abilities
• Relationship building
• Exceptional written and verbal communication
• Facilitation and presentation skills
• Adaptability
• Problem-solving
• Collaboration
• Leadership and influence
• Client service orientation
• Ability to manage multiple priorities in a fast-paced consulting environment

Benefits

• Medical, Dental, Vision
• HSA
• 401k
• Profit sharing
• Life Insurance
• Parental Leave
• PTO
• EAP

Pay

We offer all employees highly competitive salaries.

Schedule

Work Location: Remote. Travel Requirements: Approximately 30-50% travel, depending on client engagements and business needs.

Physical Requirements: Prolonged periods of sitting and working at a computer. Ability to communicate effectively in virtual and in-person environments. Ability to travel independently and transport standard business equipment.