Digital Experience Officer

Job Description

Job Description

Passumpsic Bank continues to innovate and provide more user-centric digital solutions for our customers. To further this, we are looking for a forward thinking individual to lead the charge in transforming how we engage with our digital platforms.

Position Summary

The Digital Experience Officer is responsible for leading Passumpsic Bank’s digital strategy, platform management, and customer experience across all digital channels. Reporting directly to the Chief Innovation Officer, this role ensures that digital platforms are optimized to meet customer needs, integrate seamlessly with core systems, and support the Bank’s strategic growth.

In addition to shaping the digital roadmap and representing the Bank as a regional and national thought leader, the Digital Experience Officer plays a critical role in the internal adoption and integration of new digital products. This includes collaborating with cross-functional teams to align digital initiatives with operations, compliance, and customer service, as well as overseeing the training and readiness of staff to ensure successful rollouts.

This leader will champion continuous improvement of the Bank’s digital platforms, strengthen vendor relationships, and ensure that customers and employees alike experience the full value of the Bank’s digital investments.

Essential Duties and Responsibilities :

Strategic Leadership & Vision

Own the digital banking roadmap, ensuring alignment with enterprise strategy and customer expectations.

Serve as the Bank’s subject matter expert in digital banking, payments, and emerging technologies (e.g., FedNow, tokenized deposits, blockchain).

Represent the Bank at national conferences, industry forums, and regional events to position Passumpsic as a digital leader.

Provide insight into emerging trends and advise on strategic opportunities.

Digital Banking Platforms & Product Ownership

Lead product management for digital banking platforms (Alkami, Fiserv Premier integrations, Glia, and future technologies).

Partner with the CIO, IT Manager, and Technology Coordinator to deliver new capabilities.

Oversee vendor relationships related to digital platforms and services.

Ensure digital products meet compliance, risk, and audit standards.

Adoption, Training & Performance

Champion adoption of digital platforms by customers and staff.

Partner with Information Technology, Retail Banking, Lending, Operations, and Marketing to ensure effective rollouts, staff readiness, and customer communication.

Develop KPIs and dashboards to track digital engagement, adoption, and satisfaction.

Drive continuous improvement of digital services through feedback loops, user testing, and analytics.

Innovation & Community Engagement

Build relationships with peer banks, fintechs, and associations to identify new opportunities.

Act as a regional voice for digital transformation, publishing thought leadership and participating in panels.

Collaborate with community partners to align digital banking advancements with the Bank’s mission and values.

Qualifications

7–10 years of progressive leadership in digital banking, fintech, or related financial services.

Proven experience with digital platform strategy, implementation, and vendor management.

Strong understanding of banking technology systems, payments, and regulatory requirements.

Excellent communication, executive presence, and ability to represent the Bank externally.

Demonstrated ability to lead cross-functional teams and influence without direct authority.

Visionary thinker with practical execution skills—able to translate trends into actionable initiatives.