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
The Director, Experience & Payments 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.
