Program Manager, Client Experience

The Program Manager, Client Experience (CX) at Lumin Digital plays a critical role in driving client satisfaction, retention, and revenue growth. This position is responsible for identifying, tracking, and analyzing key client and Lumin KPIs, supporting strategic client initiatives, and fostering strong client relationships. The role will include active participation in strategic and tactical planning sessions with clients, partners, and internal teams to enhance overall client experience and engagement.

Essential Functions, Responsibilities, Experience:

Analyze industry and client data to generate key performance metrics, reinforcing Lumin’s value proposition and informing strategic decisions.

Manage internal and external KPI functions, ensuring accurate reporting and analysis for both client and company performance.

Identify sales opportunities within existing clients by analyzing buying patterns, coordinating group sales demos, and aligning sales efforts with Lumin’s product roadmap.

Maintain and enhance client satisfaction tracking through structured documentation, including the Client Health Scorecard and “Stay Green” program.

Act as a central point of contact for various internal teams, improving operational efficiency and client communication.

Collaborate with internal teams to develop and refine client engagement strategies, ensuring a consistent and effective approach to CX.

Attend Client Sprint Demos, User Groups, and Focus Groups to gather and document client feedback and sentiment.

Assist in the creation and maintenance of the CX opportunity calendar, tracking key initiatives and events.

Align with Product teams to ensure CX teams are trained on new features and product updates, and arrange client demos as needed.

Provide insights and reporting to senior leadership, ensuring data-driven decision-making regarding client experience initiatives.

Perform other duties as assigned.

Where will the role grow in: 

30 Days: Gain familiarity with Lumin Digital’s client engagement strategies, data tracking tools, and CX processes. Begin supporting Account Executives with KPI insights and sales data.

90 Days: Take ownership of client health tracking, contribute to sales opportunity identification, and refine internal reporting processes.

1 Year: Lead major CX initiatives, drive measurable improvements in client satisfaction and retention, and become a trusted advisor to internal stakeholders and clients.

Knowledge, Skills, & Abilities:

8-10+ years of progressive experience in digital banking, financial services, business analysis, or client experience management in lieu of a degree.

Strong business acumen related to digital banking and client relationship management.

Excellent analytical skills with the ability to translate data into actionable insights.

Strong communication and presentation skills, capable of engaging stakeholders at all levels.

Ability to manage multiple projects, prioritize tasks effectively, and work independently in a fast-paced environment.

Proficiency in tools for reporting and data analysis; experience with CRM and customer experience tools is a plus.

A proactive approach to problem-solving, with the ability to navigate client feedback and address challenges strategically. 

Education: 

Bachelor’s degree in Business, Finance, Marketing, or a related field preferred. 

Travel: 

Less than 25% - Up to 65 work days of travel per year for a full time employee

LIFE AT LUMIN DIGITAL

Lumin Digital is a trailblazer in digital banking solutions, driven by a unique approach to technology, service, and people. We empower credit unions and banks by creating cutting-edge digital experiences that continuously serve, engage, and grow their membership base. Lumin is 100% cloud-native, purpose-built to unlock the full advantages of the cloud for financial institutions and their users.

At Lumin, we thrive on curiosity and innovation. Our culture fosters trust - in our expertise and decisions, respect - for diverse perspectives and talents, and boldness - in pursuing innovative paths. These values guide us, shaping a workplace where collaboration thrives, ideas flourish, and new possibilities are discovered. Focused on continuous improvement and innovation, we encourage our team to explore, experiment, and put new ideas into action, challenging the usual way of doing things.

All qualified applicants, including those with arrest or conviction records, will be considered for employment. Any conditional offer will include a notice regarding the review of the candidate’s criminal history as part of the hiring process.

For more information, visit. lumindigital.com.