Lowell Five: AVP, Digital Banking Experience Manager
AVP, Digital Banking Experience Manager
Full Time
Tewksbury, MA
POSITION SUMMARY
The Digital Banking Experience Manager oversees the daily operations, staff, and technology of Lowell Five
Bank’s digital banking platform for both consumers and small businesses. This position ensures secure,
efficient service delivery, manages risk and compliance, supports customer troubleshooting, as well as trains
and develops the Digital Banking team. Key duties include optimizing digital user experiences, implementing
new features, and driving digital adoption.
ABOUT LOWELL FIVE
With nearly $1.8 billion in assets, over 200 employees and 15 banking center locations throughout the
Merrimack Valley and Southern New Hampshire, Lowell Five Bank is honored to play a vital role in the
economic vitality of the region. Our employees are engaged in myriad community boards and organizations
with the Bank’s support. We are proud of the longevity of our employees, and we are committed to finding
new talent for our team. We offer career development and educational programs to support personal and
professional growth along with a benefit package that supports each employee’s best life. For more
information, please visit www.lowellfive.com.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Bank Operations & Customer Experience
• Monitors digital banking platform for reliability and security, ensuring high-quality service levels; opens
service cases and works with vendors to resolve issues
• Participates in the hands-on processing for ACH: utilizes fraud tools to mitigate any risk prior to funds
going out of the Bank, responds to or delegates out to others when customers send secure messages for
assistance, and conforms to a daily schedule to ensure timely delivery of files; reviews and takes action on
all online account openings
• Reviews and completes all daily digital banking reporting and cross-checks to ensure accuracy; provides
regular metric reporting on digital banking and other related responsibilities
• Maintains compliance with state/federal regulations (BSA/AML) and internal security policies; manages
risk related to electronic banking, external transfers, and ACH origination
• Assists internal and external customers with complex and investigative digital platform issues
• Utilizes AI to assist with solutions, workflows, and other aspects of digital banking when appropriate
• Maintains, reviews and reports on other ancillary digital systems
Product Development
• Implements, tests, and enhances new online banking services and product updates to boost customer
adoption rates; provides digital banking solution suggestions to improve customer experience• Researches and makes recommendations to senior management on ways to increase digital banking
usage, products, and services
• Maintains effective communication and information sharing across departments, including training for
new and existing digital products; identifies opportunities to implement digital banking enhancements
where appropriate
• Maintains a strong working knowledge of Bank products and services, as well as industry trends and
developments that may impact digital banking or customer needs
Professional Development
• Creates and fosters an inclusive team environment; promotes the Bank through community activities and
professional organizations
• Supervises, trains, and mentors the Digital Banking team
• Prepares and delivers performance evaluations, makes compensation recommendations, and aids with
goal setting to develop team members
• Resolves routine personnel problems
• Collaborates with Human Resources with respect to hiring decisions as necessary
Please note this job description is not designed to cover a comprehensive listing of activities, duties, or
responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may
change over time.
REQUIREMENTS
• Bachelor’s degree in business or finance, or equivalent experience strongly preferred
• 4+ years’ experience in Digital Banking, Deposit Operations, and/or Retail Banking, including knowledge of
ACH processing and electronic regulations
• Minimum of 2 years’ management experience and proven leadership capabilities
• Experience managing a digital banking solution, Q2 preferred
• Strong technical skills and working knowledge of computer programs and applications, including Microsoft
Office Suite, Fiserv DNA, Salesforce (or related CRM), and Synergy strongly preferred
• Customer focus with the ability to build and maintain relationships
• Detail-oriented, analytical with the ability to provide solutions
• High degree of initiative, dependability, and ability to work independently
• Extremely organized, ability to multi-task, prioritize, and adapt to change while assimilating new
information quickly
• Excellent written and verbal communication skills, including effective presentation skills
• Must be willing and able to report to Headquarters in Tewksbury five full days a week
The annual base salary range for this position is $80,000-$100,000. This range reflects the Bank’s good faith
estimate for this role at the time of posting. The Bank may ultimately pay more or less than the posted range,
and the range may be modified in the future. Actual compensation will be determined based on factors, such
as but not limited to, relevant education, experience, and skills.
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
All applicants can apply directly on our website – https://www.lowellfive.com/about/careers/ .