Vice President, Product Management & Digital Experience

Job Description

Job Description

The Vice President of Product Management & Digital Experience provides strategic leadership for the credit union's portfolio of member-facing products, digital channels, and business applications, and related employee-facing tools. This role serves as the business owner for assigned platforms, ensuring they align with organizational strategy, enhance the member experience, improve operational efficiency, and support long-term growth.The Vice President manages product strategy, business process optimization, digital adoption, vendor partnerships, and continuous improvement initiatives while serving as the primary liaison between business units and Information Technology to ensure business needs are effectively translated into technology solutions.Essential Duties and Responsibilities: Product Strategy & Portfolio ManagementIn collaboration with senior leadership, develop and execute the credit union's product management strategy for deposit & loan products, member-facing digital products, business applications, and member-facing technologies.Serve as the business owner for assigned products and platforms throughout their lifecycle.Establish product roadmaps aligned with organizational objectives.In partnership with Management peers, evaluate new technologies and product enhancements that improve member experience and operational effectiveness.Monitor product performance, adoption, and business outcomes using established metrics.Monitor market trends, customer behavior, and competitor offerings to ensure products remain competitive.Navigate the regulatory environment, ensuring compliance and disclosure of products and services.Business Process & Digital OptimizationIdentify opportunities to improve member acquisition, engagement, retention, and digital self-service.Lead business process redesign and workflow optimization initiatives.Analyze operational performance and user behavior to identify improvement opportunities.Establish KPIs and dashboards to measure product performance and digital adoption.Champion continuous improvement across member and employee experiences.Business Application & Vendor ManagementServe as the business owner for designated member-facing business applications and the related internal tools and portals, including, but not limited to:Mobile and online bankingLoan OriginationDigital Account OpeningAI & Automation PlatformsAppointment SchedulingDocument ManagementProcess Automation related to Member ExperienceMember Communication PlatformsResponsibilities include:Business configurationWorkflow designVendor relationship managementProduct enhancement planningUser acceptance testingTraining and adoptionBusiness documentationPerformance reportingStrategic Leadership & CollaborationResearch emerging financial technologies and industry trends.Develop business cases and ROI analyses for strategic investments in digital member platformsLead cross-functional initiatives supporting organizational priorities.Develop and support procedures and related governance processes for business application enhancements.Partner with Operations, Retail, Lending, Marketing, Finance, Risk Management, and Information Technology to deliver business solutions.Business Ownership vs. Technical OwnershipThe Vice President of Product Management & Digital Optimization serves as the business owner of assigned products, digital platforms, and business applications. Information Technology serves as the technical owner responsible for maintaining the technology environment that supports those solutions.Business Ownership (Vice President)Responsible for:Product strategy and roadmap developmentBusiness requirements and prioritizationBusiness configuration and workflow designProcess optimizationVendor relationship managementUser acceptance testingChange adoption and trainingProduct performance measurementBusiness analytics and reportingDigital experience and member journey optimizationTechnical Ownership (Information Technology)Responsible for:Technical administration of systems and applicationsInfrastructure, hosting, and system availabilityCybersecurity and information security controlsIdentity and access managementAPI development and system integrationsDatabase and network administrationDisaster recovery and business continuityTechnical support and issue resolutionSoftware deployment and technical change managementRegulatory technology compliancePartnership ModelThis role partners closely with Information Technology to deliver business solutions while maintaining clear accountability between business ownership and technical ownership. The Vice President defines business priorities, functional requirements, and desired outcomes, while Information Technology designs, secures, implements, and supports the underlying technical solutions.ApplicationsFiserv DNA, MeridianLink, Clutch, and EltropyQualificationsEducationBachelor 's degree in Business Administration, Finance, Marketing, Information Systems, or related experience. Master's degree preferred.ExperienceSeven to ten years of progressive leadership experience in financial services, product management, digital banking, operations, or related fields.Experience managing business applications and vendor relationships.Experience leading cross-functional projects and process improvement initiatives.Credit union or banking experience preferred.Knowledge, Skills, and AbilitiesExpertise in product management, digital strategy, and business process improvement.Strong understanding of digital banking platforms and member experience principles.Ability to translate business strategy into product requirements and operational solutions.Experience leading enterprise-wide initiatives across multiple business units.Strong analytical, financial, and project management skills.Excellent communication, collaboration, and executive presentation abilities.Experience managing vendor relationships and technology implementations.Working knowledge of emerging technologies including artificial intelligence, automation, and digital engagement solutions.Success MeasuresPerformance will be evaluated based on:Growth in digital adoption and member engagementImproved product utilization and business valueEnhanced member and employee experienceOperational efficiency and process improvementsSuccessful delivery of strategic initiativesEffective vendor performance and partnership managementAchievement of key business objectives and measurable return on investmentSalary: The anticipated starting salary for this role is $120,000. Benefits:We offer a range of benefits and perks based on eligibility. These benefits include:Health, Dental, and Vision Insurance Company Paid Short Term (STD) & Long-Term Disability (LTD) Company Paid Employee Basic Term Life Insurance Voluntary Term Life Insurance for Spouse & Child(ren) Critical Illness, Accident, and Hospital Indemnity InsuranceHealth Care Flexible Spending Account (FSA)/ Health Savings Account (HAS): Pre-taxed funds available to pay for some health-related expensesTuition Reimbursement Employee Discount on Loans, Travel, Tickets, and More! 401k Match of up to 5% + A Free Annual Retirement Planning Session11 Paid Company Holidays Up to 8 paid hours for community volunteerism Full-time employees accrue 40 hours of sick time, 10 days of PTO, & 1 personal holiday annually. PTO increases to 15 days after the 1st completed year!Technology Requirements:Employees are required to use the Microsoft Authenticator app on their personal cell phone to securely authenticate Outlook and other company systems. The application does not access personal data stored on the device.Physical Requirements: The physical demands require a person to remain seated for up to ten (10) hours per day and perform repetitive hand movements on a keyboard.Americans with Disabilities Act (ADA): Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties of the position. If you need to request an accommodation, please contact Human Resources at View phone number on us.fitly.work or via email to View email address on us.fitly.work.