Partner Experience Officer

We are developing deeper connections between communities and their food systems. It’s our conviction that food systems are supported by a broader ecosystem of businesses, organizations, and institutions – going beyond farms and food businesses to include businesses driving meaningful impact on sustainability, equity, and wellness. We create impact by accepting deposits from individuals and businesses who want to drive positive and lasting change with their dollars...and then lending those funds to impact-oriented organizations. The word “mutual” in our name means cooperative; we are governed by our depositors, funded by those with a bias towards the long-term, and engineered to endure the test of time. Building bridges is core to who we are, with the ultimate aim of creating a more vibrant, sustainable and inclusive local food system.

We’re trying to reimagine the status quo in banking – innovating in service of our mission. That includes the ways we support our partners (what we call the people and organizations who bank with us). We want to differentiate ourselves from other banks by the ridiculous lengths we’ll go to serve our partners, and we’re looking for a leader to grow our capacity to blow people away with hospitality and knowledge. You’ll thrive in this role if you’re entrepreneurial by nature, love designing delightful service experiences, and can create the structure necessary to scale those experiences over time. Friends of the right candidate would likely call them “driven, efficient, a master of details and organization, and a team builder”.  

The role is location flexible, with opportunities for remote and hybrid work arrangements. During onboarding, it’s likely that three or four days per week in-person in Concord, NH (at our office) will be necessary – with more flexibility over time. Additionally, our whole team gathers in Concord once a quarter in-person for two days.

• You’ll own the Bank’s support experience for all partners – both individuals and organizations – across all digital channels (phone, email, secure messaging within online banking).
• Develop the strategy and tactics necessary to 1) preserve the existing differentiated level of service, and 2) scale it for the Bank’s next chapter of growth.
• Manage and grow a team of support specialists, cultivating fluency in our products, technology, and mission.
• Balance resource allocation across low-touch, high-quantity forms of support (ex. for individual and small business partners) with high-touch, low-quantity forms (ex. for larger, more complex commercial partners).
• Oversee the development of a growing set of resources – FAQs, “How To” guides”, video tutorials, and more - that enable partners (individuals and organizations) to self-service.
• Instill a culture of efficiency, developing the measurement frameworks necessary to monitor response times, ticket volume, and time to resolution...while on occasion (and where possible) delivering “over the top” surprises that create extraordinary experiences for our partners.
• Influence investment decisions in tools and technology to ensure support staff are equipped to deliver against business objectives.
• Provide input to Product and Marketing on strategic priorities based on partner feedback.
• Keep up to date with our products, services, and regulatory requirements.
• Complete required compliance-related bank training (and other related activities).

• Experience building or managing customer experience/success teams at banks, financial services firms, or technology/e-comm businesses.
• Expertise in scaling teams, processes, and tools to meet growth objectives.
• Blend of interpersonal skills and analytical mindset.
• Curiosity and openness to new ways of doing things, innovating by blending strategies from different contexts.
• Fluency in customer support-focused technology, including CRMs, service management platforms, and data analysis tools.
• Comfort with the ups and downs of a start-up.

• Strong working knowledge of farm, food, and sustainability-oriented businesses.
• Expertise in our existing set of tools – ex. Alkami, COCC, Salesforce, Microsoft Office.

• Health insurance coverage with dental and vision  
• Unlimited PTO 
• Allocated time for volunteering 
• “Quiet” Fridays 
• Life and disability insurances 
• Parental leave policy 
• 11 paid holidays 
• Walden-branded swag!