VP, Digital Services

VP, Digital Services

Open to remote work

The Vice President of Digital Services is responsible for leading the continuous improvement of Five Star's member experience across all digital channels. This role ensures that digital solutions are designed, delivered, and continuously refined to meet evolving member needs while driving ease of use, efficiency, and consistency across the organization.

Through disciplined use of data, member feedback, and operational insights, the VP of Digital Services identifies opportunities to reduce friction, enhance service delivery, and improve digital adoption. By partnering closely with operations, retail, lending, and technology teams, this role ensures that digital capabilities are not only implemented effectively but are continually optimized to strengthen member satisfaction, support growth, and reinforce a culture that places the member at the center of every decision.

Essential Functions and Basic Duties

1. Digital Channel Leadership

• Oversee the strategy, performance, and day-to-day operations of online banking, mobile banking, account opening platforms, authentication tools, and self-service systems.

• Lead digital enhancements, releases, and system upgrades to improve reliability, functionality, and member satisfaction.

• Monitor channel metrics, member usage, and adoption of trends to prioritize improvements.

• Ensure digital channels meet regulatory, security, and accessibility requirements.

2. Digital Experience & Process Optimization

• Analyze digital workflows to identify friction points and opportunities for improved efficiency.

• Drive continuous improvement of digital service journeysincluding onboarding, account opening, loan applications, and support workflows.

• Ensure ADA compliance, intuitive navigation, and consistent user experience across digital properties.

• Partner with internal teams to reduce manual processes through automation and integration.

3. Cross-functional Collaboration & Leadership

• Work with IT and cybersecurity to maintain secure, resilient, and scalable digital environments.

• Collaborate with Operations and Member Support to resolve digital issues, streamline processes, and improve service outcomes.

• Lead cross-department digital initiatives to support strategic goals.

4. Vendor & Technology Management

• Manage relationships with digital banking, authentication, and fintech vendors.

• Conduct ROI analysis, evaluate emerging technology, and drive platform innovation aligned with organizational strategy.

• Oversee contract reviews, performance evaluations, and vendor risk assessments.

• Ensure integrations with core processors and third-party systems are stable and effective.

5. Assumes responsibility for related duties as required or assigned.

• Stay informed regarding changes in industry and market trends, and standards.

• Completes special projects as assigned.

• Ensure the work area is clean, secure, and well maintained.

Qualifications

Education/ Certification: Bachelor's degree in Information Systems, Business Administration, Computer Science or related field (master's preferred)

Required Knowledge: Strong understanding of digital banking platforms, security requirements, APIs, and system integrations.

Experience Required: Minimum 7-10 years of digital banking, fintech, or digital services leadership within a financial institution.

Proven leadership experience with cross-functional team and multi-vendor environments.

Skills/ Abilities: Excellent communication, project management and problem-solving skills

Physical Activities and Requirements of This Position

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength: Both sedentary and physical activity involved. Able to exert up to 10 lbs. of force occasionally. (Almost all office jobs.) Ability to operate motor vehicle with frequent stops getting in and out of vehicle.

Working Conditions

None: No hazardous or significantly unpleasant conditions (such as in a typical office).

Mental Activities and Requirements of This Position

Reasoning Ability: Ability to deal with a variety of variables under limited standardization.

Able to interpret and apply various instructions.

Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission markup and selling price; and ratio, proportion, and percentage. Able to perform very simple algebra.

Language Ability: Ability to read and comprehend a variety of sources.

Ability to prepare memos, reports, and presentations using proper punctuation, spelling, and grammar.

Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses.

Intent and Function of Job Descriptions

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.