Digital Experience Manager

Digital Experience Manager

Join a spirited, dynamic team with Hawai`i's leading credit union as we make a difference in our community – providing financial value, exceptional service, and state-of-the-art convenience to our members.

Position Purpose:

The Digital Experience Manager is UHFCU's leader and subject matter expert for enhancing the digital member experience. This hands-on role develops and executes UHFCU's market-leading digital strategy that supports UHFCU's overall strategic plan, strengthens member relationships, drives product adoption, and positions the credit union as the 'smarter way to bank.' The Manager oversees the entire digital member journey, including the discovery and application through account opening, loan applications, onboarding, engagement, and ongoing digital service, including online and mobile banking, mobile deposits, digital payments, and authentication.

Essential Functions:

• Oversee daily operations and strategic planning for the Digital Experience department, aligning with UHFCU's goals and enhancing member experience.

• Create and implement an annual Digital Experience strategy and roadmap, prioritizing initiatives and technology enhancements to achieve measurable outcomes.

• Manage the annual DEX budget, including forecasting and tracking expenses. Justify budget changes as needed.

• Provide bi-weekly updates and monthly reports to the Senior Vice President on DEX performance, budgets, member experience, and strategic projects.

• Serve as the digital banking expert, guiding leadership and staff on digital products and processes.

• Oversee online and mobile banking services, ensuring smooth operations and member satisfaction.

• Persistently monitor fraud mitigation effectiveness and identify means to improve.

• Identify and resolve technical issues affecting digital banking services, collaborating with internal teams and vendors.

• Set and uphold standards for digital service quality, including ease of use and member satisfaction.

• Evaluate and enhance the member journey to simplify processes and boost engagement with digital offerings.

• Develop strategies to increase adoption of digital products and services, such as online banking and digital payments.

• Manage, train, and support DEX staff, ensuring high levels of member service and performance. Most importantly, foster a positive, supportive, and empathetic environment.

• Oversee efficiency in staffing, training, and workflow within the department.

• Implement policies and procedures for digital banking operations, ensuring compliance with relevant laws and regulations.

• Monitor key performance indicators (KPIs) to analyze account and loan activity, digital adoption, and service levels.

• Prepare and present management reports based on DEX performance data.

• Manage relationships with digital banking vendors, overseeing their performance and addressing any issues.

• Participate in vendor selection, contract discussions, and system upgrades, ensuring effective implementation.

• Lead digital banking projects, from planning to execution, ensuring smooth communication and staff training.

• Collaborate with internal departments to align digital initiatives with organizational goals.

• Communicate updates on digital banking changes and issues to staff and leadership promptly.

• Ensure efficient processing of online deposit and loan applications, resolving member concerns swiftly.

• Explore ways to leverage digital channels for enhancing member relationships and promoting UHFCU products.

• Stay updated on digital banking trends and best practices within the financial services sector.

• Represent UHFCU at industry events, vendor meetings, and relevant forums.

• Perform other work as needed.

Performance Standards:

• Provides accurate and timely bi-weekly updates and monthly reports to the Senior Vice President of Image and Experience.

• Takes ownership and accountability for the performance, reliability, and member experience of UHFCU's digital channels.

• Maintains regular on-site presence and actively supports DEX operations by assisting with transactional and member service needs as required.

• Maintains thorough and organized documentation for projects, procedures, vendor relationships, budgets, and department activities.

• Demonstrates sound judgment by making decisions that balance member experience, operational efficiency, risk management, compliance, and organizational objectives.

• Establishes effective working relationships with employees at all levels and maintains a professional appearance and demeanor.

• Stays informed about UHFCU's policies, procedures, products, services, regulations, technology, and digital banking trends.

• Performs work with accuracy, completeness, professionalism, and timeliness.

• Proactively identifies and addresses potential audit, compliance, operational, and member experience concerns.

• Remains flexible in response to changing priorities, technology, member expectations, and organizational needs.

• May be required to work occasional evenings or weekends to support system implementations, maintenance, outages, or other digital banking needs.

• Avoids all/any audit issues.

• Complies with all rules/regulations and procedures relating to deposit and loan accounts.

Qualifications:

Education/Certification:

High school diploma or GED is required.

Bachelor's degree in business, Marketing, Information Technology, Finance, or a related field preferred. Equivalent combination of education and relevant experience may be considered.

Required Knowledge:

Proficiency with Microsoft Office Suite and applicable digital analytics and reporting tools.

Thorough knowledge of online and mobile banking systems and digital financial services.

Knowledge of credit union or financial institution operations.

Knowledge of applicable federal regulations and requirements related to digital banking, electronic transactions, consumer protection, privacy, BSA/AML, and information security.

Experience Required:

Five or more years of experience in financial services, digital banking, online banking, branch operations, or a related field, including supervisory or management experience.

Experience managing digital banking platforms, vendors, projects, budgets, and/or technology implementations preferred.

Skills/Abilities:

Excellent leadership, communication, coaching, and interpersonal skills.

Strong strategic thinking and business judgment.

Excellent analytical, creative, and problem-solving abilities.

Strong project management and organizational skills.

Ability to analyze data and translate insights into actionable strategies.

Ability to troubleshoot complex digital and operational issues.

Ability to prioritize multiple projects and meet deadlines.

Ability to work independently and make sound decisions.

Strong attention to detail with the ability to understand the broader strategic picture.

Demonstrated commitment to exceptional member service and continuous improvement.

Activities and Requirements of this Position:

Repetitive Motion:

Movements frequently and regularly required using wrists, hands, and/or fingers.

Communication Skills:

Must frequently convey detailed or important instructions of ideas accurately and quickly.

Visual Abilities:

Average visual acuity necessary to read, prepare and inspect documents or products.

Hearing:

Able to hear average or normal conversations and receive information.

Physical Strength:

Sedentary work (sitting most of the time). Able to lift and carry up to 25 lbs.

Reasoning Ability:

Able to apply common sense understanding to carry-out detailed instructions and to deal with problems involving variables.

Mathematics Ability:

Able to perform basic math skills including adding, subtracting, multiplying, and dividing using a calculator.

Language Ability:

Able to write complex sentences using normal word order with present and past tenses, as well as a command of the English vocabulary.

Working Conditions:

Air-conditioned, smoke-free office setting.

Attendance Requirements:

Please note that scheduled attendance requirements may change due to business needs.

Business Hours:

Monday through Saturday. Business hours are subject to change. Must be able to work additional hours, weekends, and holidays as needed.