Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits.

Position is Monday through Friday from 8 am to 5 pm Central Time with the ability to work additional hours as project needs demand.

Incumbent should reside within the Arvest 4 State Footprint (AR, KS, MO, OK)

Job Summary

As part of the Customer and Associate Experience EXP team, the Senior Experience Journey Manager is responsible for the ground-level execution of the bank's experience-journey-centric transition, including mapping, auditing and managing the most strategically significant journeys across Arvest Bank. You will help drive our strategic shift from "siloed improvements” to true “horizontal orchestration” of the most critical customer or associate experience journeys. The Senior Experience Journey Manager is a subject-matter expert on current-state journeys and the Architect of the future-state North Star journey experience.

Responsibilities

● Maintain the enterprise "Source of Truth" for strategically significant journeys, ensuring deep-tier documentation of both front- and back-office tech, people, and process-related touchpoints and handoffs to baseline performance.

● Safeguard "horizontal integrity" by identifying and ensuring the resolution of broken handoffs across digital and physical silos (Mobile, Web, Branch, Call Center, Operations) to maintain a seamless end-to-end customer or associate flow.

● Translate qualitative customer or associate pain points and quantitative data into business impact to prioritize experience improvements aligned with the bank’s growth and efficiency objectives.

● Provide high-level insights and impact projections to help executive sponsors make informed prioritization and funding decisions for enterprise initiatives during budget cycles.

● Serve as the "connective tissue" between teams to negotiate "journey fixes" into funded product and business backlogs, ensuring vertical product roadmaps align with horizontal experience goals.

● Execute a rigorous audit cadence using an aggregated “Journey Health Score" to detect and mitigate the "ripple effect" of friction caused by siloed tech or process changes.

● Architect the 18–24 month "North Star" vision, creating aspirational yet technically grounded blueprints that leverage modern technologies and real-time data to orchestrate streamlined, non-fragmented future experiences.

● Understand and comply with bank policies, laws, regulations, and the bank's BSA/AML Program, as applicable to job duties. This includes, but is not limited to, completing compliance training, adhering to internal procedures and controls, reporting any known violations of compliance policies, laws, or regulations, and reporting any suspicious customer and/or account activity.

● Other duties and special projects may be assigned.

Responsibilities:

Experience

● Required: 7 years of experience in Employee or Customer Experience (EX/CX), Product Management, Service Design or Business Process Engineering within a complex, multi-channel environment (preferably in a multi-domain Financial Services institution).

● Required: Mastery of Service Design methodologies, specifically the ability to create "North Star" blueprints that account for front-stage customer actions, back-stage associate actions, and the behind-the-scenes technical and operational support processes.

● Required: Proven experience mapping complex, cross-platform technical ecosystems, including a baseline understanding of modern technical architectures, including APIs, Cloud infrastructure, CRM integrations (e.g., Salesforce), core banking systems, front-end UIs and how AI/Automation can be applied to customer or associate workflows.

● Required: Demonstrated experience in "quantifying the impact of friction"—specifically, the ability to translate associate and customer friction into financial impact (ROI, cost-to-serve, efficiency and revenue loss) to build formal business cases.

● Required: Demonstrated track record of managing "Horizontal" initiatives in a matrixed organization that requires negotiating with and influencing leaders, Product Owners and Technical Leads to re-prioritize backlogs.

● Required: Proven ability to synthesize qualitative research (user testing, interviews) with heavy quantitative data (NPS, churn rates, contact center volume, and technical performance logs), identifying and quantifying opportunities while leveraging storytelling to gain stakeholder alignment and buy-in.

● Relevant military experience is considered for veterans and transitioning service members.

Credentials

Preferred: SDN Service Designer or LUMA Practitioner.

Preferred: CCXP, CSPO and/or Lean Six Sigma

Education

Required: Bachelor’s degree in Business, Human-Computer Interaction (HCI), Systems Thinking, or Design Research or related field.

Working Conditions

● Incumbents must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

● Must be able to start work on time, maintain regular work attendance, be physically present at the assigned work location, and occasionally work overtime or outside of regular business hours.

● This job typically requires an individual to be able to observe details (including the ability to perceive color and the ability to identify clear near and far objects), to communicate and exchange accurate information. It may occasionally require the individual to physically move, remain in a stationary position, and position themselves to reach for objects.

● Must be able to operate standard office equipment and use office applications for communication, information and document transmission, and content, document, and report creation.

● Ability to travel overnight, unaccompanied, within the United States via automobile and air is required, on occasion.

● The noise level in the work environment is typically low to moderate.

Grade 18

Pay Range: $107320 - $134150 per year