Digital Banking Products Manager

: RadiFi Credit Union is seeking a Digital Products Product Manager to play a crucial part in driving the development and enhancement of our digital banking products and services. He/she will collaborate closely with cross-functional teams, including technology, marketing, and operations, to create improvements and innovative solutions that enhance member experiences, reduce friction and drive growth. This position also manages the day-to-day digital banking and digital account opening platforms, and coordinates with digital service specialists when necessary to assist with member digital banking issues. Coordinating with the retail, lending and marketing teams, this position assists in driving sales/conversions across digital channels. This position will have a strong operational understanding of credit union best practices, operations, processes, and member digital journeys. He/she will stay current with emerging industry trends through an innovative mindset and member-centric approach, while collaborating with other managers.

Location: Park Street Building, 562 Park Street, Jacksonville, FL 32204

Major Duties and Responsibilities

• Oversees and manages digital banking, digital account opening systems and other digital products across responsive web and/or mobile apps for both individual and business members.
• Delivers an exceptional digital product and service experience for our members.
• Develops and articulates a clear digital product strategy and roadmap aligned with the Credit Union's overall business goals and member needs.
• Creates and manages a comprehensive product roadmap that outlines the vision and timeline for digital banking and online account opening product enhancements and new features.
• Assesses value, develop use cases, and prioritize enhancements to ensure work focuses on those with maximum value that are aligned with the product strategy.
• Conducts market research, competitive analysis, and stays updated on industry trends to identify opportunities for product differentiation and improvement.
• Engages with user experience and research teams to define and implement client usability testing, concept validation, and co-creation studies to gain insights and identify client needs and solutions.
• Monitors member feedback, behavior, and usage patterns to make data-driven decisions for product enhancements.
• Maps the member journeys to fully understand the member experience and their friction points to make and/or recommend improvements.
• Responsible for product development and management through collaboration with Vice President of Operations and Chief Experience Office and with cross-functional teams to define product requirements, use cases and specifications.
• Works closely with UX/UI vendors' designers to create intuitive and user-friendly digital interfaces that align with customer expectations and our brand identity.
• Coordinates with technology teams to ensure timely and successful delivery of product features while adhering to quality standards.
• Responsible for product launch and management through developing project plans, coordinating training needs, marketing needs, communications, and member support efforts to ensure a smooth rollout.
• Monitors product performance and key metrics to identifying areas for improvement, optimization and to improve adoption.
• Prepares and presents reports related to operations, technology, service standards and other KPIs compared to best-in-class benchmarks for results reporting and analysis for improvements.
• Iteratively enhance the product based on user feedback, market dynamics, and technological advancements.
• Collaborates to build action plans to increase digital channel usage and adoption among our membership and to attract new members.
• Collaborates with marketing for opportunities to cross-sell and/or up-sell additional services through the Credit Union's digital services.
• Educate members and provide banking solutions utilizing product knowledge, service, intuitive sales, and delivery system knowledge in a digital branch environment.
• Acts as a primary point of contact for stakeholders, communicating product vision, progress, and results effectively to various levels of the organization.
• Collaborate with Vice President of Operations and Chief Experience Officer to align product strategy with broader business objectives.
• Ensure that all digital products and features comply with relevant banking regulations, data security standards, and industry best practices.
• Projects professionalism and competence to outside vendors, partners, and internal stakeholders to help drive innovation.

Knowledge and Skills

Experience

• Proven experience (5+ years) in digital product management within the banking or financial services industry.
• Strong understanding of digital banking platforms, mobile applications, online banking, online account opening technology, and related services and technologies.
• Proficiency in using product management tools and analytics platforms.
• Excellent communication skills, with the ability to effectively collaborate with cross-functional teams and communicate complex concepts to non-technical stakeholders.
• Data-driven mindset, with the ability to analyze metrics and customer insights to inform product decisions.
• Knowledge of iOS and Android design guidelines and platform-specific UI/UX considerations.
• Awareness of the latest trends and technologies in the mobile UI/UX space.
• Knowledge of user research, usability testing, and user feedback methodologies
• Ability to translate user insights into actionable design improvements.
• Ability to analyze user data, app usage metrics, and user feedback to make data-driven design decisions.
• Symitar core system integration experience beneficial.

Education/Certifications/Licenses

A bachelor's degree in business, Management, Computer Science, or related field.

Interpersonal Skills

The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.

Other Skills

• Excellent communication and documentation skills, both written and verbal
• Self-starter with a proven ability to improve processes and use technology to increase productivity, reduce friction and enhance the experience.
• Detail oriented with continuous process improvement methodologies and demonstrated results
• Strong analytic, strategic, and critical thinking skills required.

ADA Requirements

Physical Requirements

• Must be able to bend, sit, and stand to perform primarily sedentary work for long periods of time with limited physical exertion and occasional lifting of up to 20 lbs.
• Must be capable of climbing / descending stairs in an emergency.
• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely sustain repetitive motion while using computer keyboard for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not a contract and should not be construed as a guarantee of employment for any specific period of time.

We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.