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 Management

• In 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 Optimization

• Identify 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 Management

Serve 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 banking
• Loan Origination
• Digital Account Opening
• AI & Automation Platforms
• Appointment Scheduling
• Document Management
• Process Automation related to Member Experience
• Member Communication Platforms

Responsibilities include:

• Business configuration
• Workflow design
• Vendor relationship management
• Product enhancement planning
• User acceptance testing
• Training and adoption
• Business documentation
• Performance reporting

Strategic Leadership & Collaboration

• Research emerging financial technologies and industry trends.
• Develop business cases and ROI analyses for strategic investments in digital member platforms
• Lead 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 Ownership

The 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 development
• Business requirements and prioritization
• Business configuration and workflow design
• Process optimization
• Vendor relationship management
• User acceptance testing
• Change adoption and training
• Product performance measurement
• Business analytics and reporting
• Digital experience and member journey optimization

Technical Ownership (Information Technology)

Responsible for:

• Technical administration of systems and applications
• Infrastructure, hosting, and system availability
• Cybersecurity and information security controls
• Identity and access management
• API development and system integrations
• Database and network administration
• Disaster recovery and business continuity
• Technical support and issue resolution
• Software deployment and technical change management
• Regulatory technology compliance

Partnership Model

This 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.

Applications

Fiserv DNA, MeridianLink, Clutch, and Eltropy

Qualifications

Education

• Bachelor's degree in Business Administration, Finance, Marketing, Information Systems, or related experience.
• Master's degree preferred.

Experience

• Seven 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 Abilities

• Expertise 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 Measures

Performance will be evaluated based on:

• Growth in digital adoption and member engagement
• Improved product utilization and business value
• Enhanced member and employee experience
• Operational efficiency and process improvements
• Successful delivery of strategic initiatives
• Effective vendor performance and partnership management
• Achievement of key business objectives and measurable return on investment

Salary: 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 Insurance
• Health Care Flexible Spending Account (FSA)/ Health Savings Account (HAS): Pre-taxed funds available to pay for some health-related expenses
• Tuition Reimbursement
• Employee Discount on Loans, Travel, Tickets, and More!
• 401k Match of up to 5% + A Free Annual Retirement Planning Session
• 11 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.