Director of Digital Experience

Job Description

Job Description

Under the direction of the Chief Strategy Officer, the Director of Digital Experience provides leadership, vision and oversight for the overall digital member experience at St. Mary’s Bank. This role oversees a team of product managers and administrators responsible for the execution of seamless digital experience for our members. This includes but is not limited to digital banking solutions (within online and mobile app, website), digital payments experience and the member / account opening experience. This is a highly collaborative role working across business lines and functional departments to drive continuous improvement and innovation.

Key Responsibilities

• Strategic Planning : Manages the vision and strategy of digital banking, member account opening and member onboarding platforms to design and deliver best-in-market solutions in our digital channels. Leads digital strategy and roadmap planning for the organization by identifying trends and leveraging best practices in the industry and a digital first approach across all products and services. Crafts business objectives, influences, and aligns with different departments to ensure delivery of the credit union’s strategic objectives, conducts Board and Executive level presentations and participates in the Strategic Planning Team, including monthly meetings and annual offsite strategic planning sessions.
• Team Leadership : Oversees and mentors a team of Product Managers and Administrators for digital banking, new account opening and onboarding. Adhering to SMB’s leadership standards in a collaborative and innovative environment.
• Content Management : Leads product management capabilities supporting all digital products across their lifecycles to include digital solutions related to virtual service for our members. Provides oversight of execution on the planned roadmap for the organization and ensures that these products and services meet the expectations of the members. Including but not limited to SMB online banking and mobile application, self-service technologies delivered in-app or through virtual channels, the digital payments experience, new account opening platforms, and any other member facing digital system or platform.
• Platform Management : This includes building a team to implement and support capabilities focused on experience design methodologies, journey mapping, root cause analysis, design and delivery of member surveys. Provides supervision to ensure that the product and service offerings and member experience are aligned across channels and lead to member growth and retention.
• Stakeholder Collaboration : Ensure all resources are aligned for new digital product rollout by working closely with key stakeholders such as Marketing, Retail, Member Contact Center and business lines for product positing and messaging in the market. Ensure effective system administration of these platforms, including vendor management, contract negotiations, utilization in support of the credit union’s strategic and business objectives and regulatory and compliance adherence.
• Performance Metrics : Directs the prioritization and implementation of new digital features by defining Key Performance Indicators (KPIs) that measure overall application usage and individual feature adoption.
• Innovation : Stay abreast of the latest trends and technologies in digital engagement and apply this knowledge to innovate and enhance member experience.
• Budget Management : Manage the budget for digital engagement activities, ensuring efficient use of resources and achieving a high return on investment.
• Compliance : Ensure all digital engagement practices adhere to relevant regulations and organizational policies.
• Regulation Owner : Stay current and knowledgeable on assigned regulations for the credit union. In partnership and with the support of the Risk Management Compliance area, ensure regulatory changes are identified and implemented timely to ensure policies and procedures accurately reflect changes as well as complete periodic reviews and test as necessary to maintain compliance.

Core Skill Competencies

Physical Demands

Qualifications