Senior Manager Consumer Experience & Solutions

As a People Manager, this role provides senior-level leadership for consumer experience, solutions, and digital sales support with accountability for elevated client outcomes, strategic service delivery, and cross-functional issue resolution. This role leads complex customer experience initiatives, supports high-value client engagement strategies, and ensures teams are equipped to deliver consistent, relationship-focused, and compliant service. This role also partners across business units to identify trends, improve workflows, and strengthen the bank’s approach to customer retention, digital engagement, and service recovery.

Responsibilities

• Consumer Experience and Solutions Strategy – Leads the execution of customer experience, solutions, and digital sales support strategies that improve service outcomes, deepen relationships, and support business growth. Translates department priorities into actionable plans that align service delivery, Premier client support, digital sales effectiveness, and retention objectives.
• Escalation, Service Recovery, and High-Impact Resolution – Oversees complex, sensitive, and high-impact customer experience matters requiring senior-level judgment, cross-functional coordination, and clear accountability. Ensures escalations are resolved with urgency, professionalism, and appropriate consideration of customer experience, operational risk, compliance requirements, and business impact.
• Program Leadership and Continuous Improvement – Leads initiatives that improve customer experience workflows, escalation practices, digital sales support, case management, reporting, and process effectiveness. Uses performance data, customer feedback, and operational trends to identify improvement opportunities and recommend scalable solutions.
• Cross-Functional Partnership and Change Leadership – Partners with business leaders, operations, technology, product, risk, customer experience, and frontline teams to drive alignment on customer-impacting initiatives. Supports implementation of new processes, tools, programs, and service models while helping minimize disruption to employees and customers.
• People Management – Provides strategic leadership on all aspects of people management while modeling our leadership principles. Cultivates an environment where people are empowered to grow, take initiative, and succeed through clear direction, continuous coaching, and shared celebration.
• Performs other responsibilities and duties as assigned.

Qualifications

• Bachelor’s degree in business administration, finance, communications, or a related field. Equivalent work experience or certification(s) may be considered in lieu of degree.
• Minimum 8 years of experience in customer experience, retail banking, contact center operations, digital banking, sales support, relationship management, service recovery, or a related field.
• Minimum 5 years of leadership experience.
• Proficient with Microsoft Office applications.
• Advanced knowledge and skill proficiency in customer experience, product/service knowledge, bank acumen, laws and regulations, risk management, decision making and judgement, business acumen, conflict resolution, and people management.
• Intermediate knowledge and skill proficiency in strategic thinking and technology literacy.
• Strong knowledge of customer experience strategy, contact center operations, digital sales support, Premier client expectations, banking products and services, escalation management, process improvement, performance reporting, and applicable banking laws and regulations. Demonstrates strategic thinking, sound judgment, strong communication, executive presence, cross-functional influence, and the ability to lead teams through change. Must be able to balance customer experience, employee engagement, operational effectiveness, risk management, and business objectives in a fast-paced environment.

As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii. We listen, understand and deliver what our customers need to help them build a better tomorrow.

We are an EEO/AA employer, including disability and veterans. For Bank of Hawaii's full EEO statement, please visit