Client Experience & Digital Insights Coordinator

Client Experience & Digital Insights Coordinator - Fremont, OH (full-time, on-site)

Job Summary -

Serves as a key contributor in advancing the organization's client experience strategy through data analysis and digital engagement. This role is responsible for gathering and interpreting client, employee, and digital channel data to identify trends, measure performance, and recommend improvements that enhance the overall client journey. Working collaboratively with Retail, and other business partners, the Coordinator supports the development and implementation of client experience initiatives, digital adoption strategies, and strategies designed to strengthen client relationships, increase efficiency, and support organizational growth.

Core Hours -

Monday - Friday 8:00 a.m. to 5:00 p.m.

Essential Job Duties -

• Client Experience Management
  • Coordinate and support client experience initiatives across retail.
  • Monitor, analyze, and report on client satisfaction metrics, feedback, surveys, complaints, and service trends.
  • Assist in identifying opportunities to improve client interactions and service delivery across all channels.
  • Support the development of client journey mapping and experience enhancement initiatives.
  • Promote a culture of service excellence by supporting client-focused strategies and best practices.
• Data Analytics and Business Insights
  • Collect, organize, analyze, and interpret data from multiple sources, including CRM platforms, digital banking systems, operational reports, call center interactions, and client feedback channels.
  • Create and maintain dashboards, scorecards, and performance reports to provide leadership with actionable insights.
  • Identify trends, patterns, and key performance indicators related to client engagement, satisfaction, retention, and digital utilization.
  • Prepare reports, presentations, and recommendations for management and executive leadership.
  • Support strategic planning efforts through data-driven analysis and business intelligence.
• Digital Experience and Channel Optimization
  • Monitor client adoption and utilization of digital banking products and services.
  • Analyze user behavior and digital engagement trends to identify opportunities for improvement and growth.
  • Assist with the testing, implementation, communication, and support of digital products, platform enhancements, and technology initiatives.

Requirements -

• Associates Degree in a related field such as Business, Marketing, Sales, IT, Data Science/Analytics, Computer Science, etc.
• Previous experience working with reporting tools, dashboard development, AI, and/or business data analysis
• Strong analytical and critical thinking skills with the ability to translate data into meaningful business recommendations.
• Strong organizational, project coordination, and problem-solving abilities.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to manage multiple priorities while maintaining attention to detail and accuracy.
• Demonstrated ability to work independently and collaboratively across departments.
• Commitment to delivering exceptional client and employee experiences.
• Ability to maintain confidentiality and exercise sound judgment.

Who We Are -

Community Relationships are our priority, and our team here at Croghan Colonial Bank strives to help our communities have the most successful banking relationship possible. Founded in 1888, we proudly serve Sandusky, Erie, Huron, Lucas, Ottawa, and Seneca Counties and beyond. Croghan is a recognized leader in community banking throughout the region and focuses on helping all community members achieve their financial goals. We partner with our community to understand financial goals and recommend products and services that help achieve them. We support our communities by providing financial education, sponsorships, and volunteering in our local markets. Partner with Croghan, where we're Helping Good People Make Good Decisions!

Join Croghan Nation! Work for us, and you will be working with us - an empowered group of individuals dedicated to the financial well-being of their customers.

Equal Opportunity and Affirmative Action Employer, M/F/Disabled/Vet

Accepting applications until 10/02/2026