VP, Customer Experience - Operations & Strategy

Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action.

Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). We’re building a culture where each Alkamist can perform to their highest potential, and we’re always on the lookout for the best and brightest minds. If you’re ready to experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S.

As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title.

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As a key member of the CXG leadership team, the VP, CX Operations & Strategy, will act as the connective tissue across strategy, execution, and performance for Alkami’s Customer Experience Group. This high-impact role will be instrumental in driving operational excellence, shaping scalable systems and processes, and ensuring visibility and action on key metrics that drive revenue attainment, elevate client satisfaction, and team performance.
The ideal candidate brings a rare blend of strategic foresight, analytics, operational know-how, and people leadership to help Alkami scale its customer experience operations with precision, agility, and best-in-class service. Essential Duties & Responsibilities

• Operational Strategy & Execution: Lead the development and oversight of CXG's annual operating plan, including staffing forecasts and modeling, travel and operating budgets, unified goal setting, and scenario planning. 

• Strategic Planning & Visioning: Leverage deep understanding of Alkami’s platform, business model, and operating realities to inform short and long-range planning, investment priorities, and strategic decisions that support CXG’s operational maturity and scale.

• Technology & Systems Direction: Partner with Engineering, IT, and other cross-functional stakeholders to evaluate, select, and implement tools and systems that improve operational efficiency and client outcomes. Lead planning and oversee the full lifecycle of integrations to ensure seamless implementation, adoption, and measurable impact. 

• AI Modernization and Adoption: Champion our AI strategy to gain adoption internal and external to Alkami through the CXG lens. 

• Performance Metrics & Monitoring: Collaborate with CXG leadership to define core performance indicators across teams and functions. Take ownership of designing and implementing scalable dashboards and real-time monitoring mechanisms that transform raw data into digestible, actionable insights on team performance and organizational health. Develop and maintain a  CXG-specific dashboard that provides visibility into key success metrics for each CXG vertical.  

• Client Journey & Health: Champion the implementation of a single-pane-of-glass view for our clients into Alkami. Consolidate data sources to provide proactive insights into our clients’ experience.

• Process Design & Optimization: Identify bottlenecks or inefficiencies and recommend process improvements that help scale the business while preserving quality and experience. This includes proactively assessing team-level skill gaps and working cross-functionally to ensure the CXG organization has the right capabilities, training, and capacity in place to meet future demands, especially those that impact customer effort (e.g., intake mechanisms, first points of contact, etc.).

• Risk Management & Operational Readiness: Anticipate and mitigate operational risks across projects, delivery, and systems to ensure seamless operations. Lead preparedness planning for peak capacity periods and organizational shifts to maintain business continuity.

• CXG Product Ownership: Responsible for defining, building and delivering CXG- specific offerings into our customer base. 

• CXG Operations Team Leadership: Effectively lead and manage the CXG Operations & Strategy team, setting clear strategy that supports the CXG organization with thoughtful, impactful insights, supporting professional development opportunities, and fostering a high-performing, collaborative team culture aligned with organizational goals.

• Cross-Functional Alignment: As needed, drive collaboration between CXG and other orgs (Product, Sales, Finance, Client Success) to ensure shared goals, handoffs, and dependencies are clearly understood and managed.

• Product & Process Advisement: As needed, act as a trusted advisor across CXG leadership by applying deep product and process expertise to evaluate the impact of initiatives, guide decisions, and ensure operational strategies align with client and business needs.

• Special Projects & Mergers/Acquisitions Support: Provide operational leadership and cross-functional coordination for special initiatives, including due diligence, planning, and integration efforts related to mergers and acquisitions that impact CXG.

Recommended Experience & EducationThe salary range for this position is: $200,000 - $250,000Cool Things to Know

Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.

Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.

Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.

Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

The Important Stuff

Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.

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