Director of Digital Experience

SUMMARY:

The Director of Digital Experience is responsible for enhancing the experience of members and employees through the adoption of technology to promote and develop products, services and processes. A high level of knowledge and experience in the implementation, management, innovation and delivery of digital solutions is required. As a proactive leader and voice of digital for the organization, the director provides support, education and thought leadership for a range of electronic strategies and related credit union initiatives. The director works collaboratively across all business units to promote continuous improvement of the credit union’s digital offering and increased engagement with members via the digital delivery channel. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Oversees the digital channels and features offered through the online and mobile banking platform in use throughout the credit union. 

Measures, analyzes and regularly reports digital product performance via available metrics in order to better leverage existing and evolving digital solutions to drive credit union growth and member value.

Develops and maintains digital experience roadmap using industry knowledge, product performance analytics and research of new digital products, approaches, member behaviors, and trends. Creates strategy for moving the channel forward and keeping up to date with technology advancements.

Evangelizes the product both internally and externally and shepherds’ products through the development process, advocating to achieve the best outcomes.

Collaborates with Member Experience, Branch Administration, the Member Service Center and Training departments to ensure member facing employees are digital ambassadors, armed with knowledge to educate members and showcase the products and services available within the digital platform.

 Conducts User Acceptance Testing (UATs) on all new features in the Digital Suite by executing with internal resources before deploying enterprise wide. Stays in communication with the digital vendor during the product testing and collaborates for issue solves.

Serves as a tactical contact with internal resources and related third-party vendors to generate requests and resolve issues/bugs for enhancements, upgrades or custom requests as identified.  Works to Maximize the value members receive from the tools and capabilities we offer members.

Regularly partners with Marketing resources to promote the credit union’s evolving Brand through increased Digital Marketing efforts, member engagement, maintenance outages and features awareness via digital delivery channels.

Demonstrates the ability to keep abreast of latest digital trends through Brand involvement and meaningful research on what is best suited for the credit union and its members.

Offers outside user experience (UX) perspective on viability of proposed credit union strategies/objectives and helps to solution the end-to-end process.

Provides necessary documentation in a timely manner to support periodic internal and external audits.

Maintains excellent member service levels and troubleshoots related member user support issues to resolution. Exhibits complete communication lifecycle on the credit union mandated internal systems (JIRA, Synapsys, etc.)

Develops and/or updates terms and conditions, policies, and procedures related to digital service delivery.

Creates an array of collateral pieces showcasing the Digital Suite including, but not limited to Reference Guides, Feature How-Tos and Roadmaps.

Conducts formalized and ad-hoc training on for the Digital Suite of products.

Knowledgeable concerning applicable rules and regulations governing digital delivery channels.

Responsible for preparing budget where digital products, services, and tools are concerned. 

Other duties as assigned.

EDUCATION and/or EXPERIENCE:

Associates or bachelor’s degree in Business, Marketing, Technology or related field. Seven to ten years related experience and/or training; or equivalent combination of education and experience required. Previous experience in a marketing role as an analyst or consultant creating insights and recommendations is highly preferred. Experience with hosted web-based services and delivery methods is preferred. Experience with digital transformation in the financial industry including knowledge in core banking platforms, payments, omni channels or loan origination systems a plus.  

Working knowledge of basic HTML and image/video conversions (e.g., PDFs, jpg, avi, animated gifs), web publishing applications (e.g., Dreamweaver), content management systems (such as Sitecore), and web analytic programs (preferably Google Analytics).