New

Sr. Director Retail Banking & Customer Experience

BankTalent HQ
Commesurate with Experience
United States, Massachusetts, Whitinsville
Sep 17, 2025
Position Overview We have a Unique opportunity for an experienced banking professional to join UniBank as our new Senior Director Retail Banking & Customer Experience. This position reports directly to our Bank President and is responsible for leading our retail network - driving growth, profitability and an exceptional customer experience across all retail channels. This role provides the vision and leadership for our Retail Branch Network, Marketing, Business Development, and Customer Contact Center teams. Additionally, this leader develops strategic initiatives to expand deposit growth, support lending efforts, and enhance the Bank's competitive edge by optimizing performance and implementing innovative solutions. Success for this position will be measured thru the ability to drive growth in customer base, deposits and consumer lending; enhance customer experience across all retail channels and touchpoints; cultivate high-performing teams with an eye to development of future leaders and the ability to ensure efficient and effective delivery of products and services while maintaining high operational standards. We're looking for someone with a passion for exceptional customer service, who thrives in an environment where no two days are ever the same and who is driven to help grow the business. We are a team that is committed to the role and purpose a bank plays in the community, focused on achieving results in an ethical manner, enjoy rolling up our sleeves working alongside each other, and we believe you never stop learning. If being in a position where you know your contributions make a difference is what you've been looking for, then come join us! Primary Accountabilities Develop, coach to and model the retail customer and client engagement strategy with a focus on achieving individual and branch goals. Champion a sales culture reliant upon proactive client engagement and relationship-based solutions. Analyze sales data, market trends, and branch performance to identify opportunities for improvement with an eye to pipeline development and health. Serve as a key member of the Bank's senior leadership team, contributing to enterprise-level initiatives and growth strategies. Work with all lines of business to optimize retail offerings and business banking solutions. Evaluate incentive programs that align with goals and motivate team performance. Foster a culture of accountability, collaboration, and high performance while maintaining the core, community relationship-based reputation UniBank is known for. Lead Marketing efforts to ensure we reach customers wherever and however they Bank. Utilize performance data to monitor and adapt as necessary to achieve desired outcomes Knowledge, Skills, Education and Work Experience Bachelor's degree in Business, Finance, or related field required; MBA or similar advanced degree preferred Minimum of 12 years of progressive retail banking experience, with at least 7 years in a leadership role. Proven success in developing a relationship based sales focus which delivers measurable growth. Experience leading thru an organizational change with purpose, focus and empathy. Strong knowledge of banking products, regulatory requirements, and operational procedures. Exceptional leadership, communication, critical thinking, and analytical skills. Ability to handle challenging situations with poise and tact. Experience in sales training, systems improvement and product development a significant plus. High proficiency with CRM systems, performance dashboards, and Microsoft Office Suite. Must have cyber security awareness to protect the digital environment, the Bank, and clients. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. About UniBank We are UniBank, a team of civic-minded financial professionals and all-around great people working together to enrich people, businesses and municipalities across New England. We don't abide by the doctrine of big, national banks. What we believe is different. What we believe is unique. We believe in our community. And we believe in the people who live here. We believe in committing time and financial support to local nonprofits. We believe in finding innovative solutions for affordable housing, community development and independent business. And yet, we are bankers. We are a mutual bank, owned by its customers, dedicated to local service. We are technology leaders. Since launching our first online payment platform in 2003, we've never stopped delivering the most effective technology to our customers. We are a unique blend of consumer, civic and business banking with more than 150 years of history. We are an exception to the rule. We are unique. Unique to people. Unique to business. Unique to local government. We are UniBank. Bank Different. Bank Unique. As part of the Executive team, you may be responsible for certain aspects of our Incident Response Program, including, but not limited to, administrative, consultative, or active engagement in activities around the Incident Response Program policy and processes. This position is subject to SAFE Act Registration Requirements. Pursuant to the SAFE Act requirements, all applicants for employment who will be engaged in residential loan mortgage originations (as defined by the SAFE Act) must register with the federal registry system and maintain a status in good standing under the SAFE Act requirements All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability. Participant in E-Verify