Director, Client Experience & Strategy

Description

Who we are

Cornerstone is a boutique management consulting firm focused exclusively on serving community banks, credit unions, and fintechs. For over 20 years, our team has partnered with executive leaders at the top mid-sized financial institutions to tackle their most pressing challenges by providing innovative strategies and actionable solutions. We are obsessed with delivering “wildly prescriptive”, practical advice and driving real change for our clients as they navigate a rapidly evolving banking landscape.

Who you are

• A high agency, results-driven professional with a “bias for action”
• Innately curious and energized by gaining a deep understanding of complex topics and trends.
• Comfortable working with incomplete or imperfect information and your default setting is to bring order to unstructured situations.
• A hands-on problem-solver who gets into the gritty details to identify creative solutions to complex challenges
• You have a high standard of personal accountability – you take ownership and deliver on commitments.

What you’ll do

As a member of our consulting team, you will advise executive stakeholders on a range of strategic, operational, and technology topics. From day one, you will play a critical, client-facing role on all facets of advisory engagements.

You can expect to spend time working across a wide range of client profiles (in terms of size and business model) and project types from assisting a $1 billion credit union evaluate, select, and implement a new contact center technology stack to partnering with a $10 billion publicly-traded bank on development of a data-driven branch delivery strategy.

While every project is unique, engagements are typically 3-6 months in duration and consultants are actively involved in multiple engagements at any given time. You will collaborate with engagement teams typically comprised of 2 – 4 members with diverse professional backgrounds and skillsets. We work with financial institutions in all 50 states and, while most work is conducted virtually, onsite client engagement will sometimes be required.

In the Director role, you will be empowered to build and nurture long-term client relationships and build a visible personal "brand”. In addition to applying your past professional experience and areas of expertise, you will have the opportunity to build knowledge and skills in new financial services and consulting domains.

Every step of the way you will be guided by peer mentors and draw on extensive institutional knowledge and industry-leading research and data. 

Qualifications

What you’ll bring

Professional Experience:

• 10+ years of experience in branch, contact center, member / customer experience (CX), and / or retail operations roles, with at least 5 years in leadership roles.
• Management consulting experience is a plus but not required.

Skills & Expertise:

• Strong understanding of retail banking trends, operational practices, and technology platforms and providers
• Experience designing, implementing, and optimizing processes
• Excellent project and time management skills, with the ability to manage multiple priorities and deadlines simultaneously
• Demonstrable track record of success completing complex enterprise projects
• Outstanding written and verbal communication skills and experience crafting and delivering presentation to senior executives.
• Proficiency with data analysis and deriving insights to inform business decisions and strategies.
• High degree of competency with Microsoft suite, especially PowerPoint and Excel

Education:

• A bachelor’s degree in economics, finance, or related business/ quantitative field.
• An advanced degree is plus but not required.

Why you should join us

• We offer all employees highly competitive salaries, outstanding benefits and a collaborative work environment with opportunities for career growth. Medical, Dental, Vision, HSA, 401k, Profit sharing, Life Insurance, Parental Leave, PTO and EAP