AVP of Digital Experience

First Capital Federal Credit Union • York, PA

7d

About The Position

First Capital Federal Credit Union is searching for an AVP of Digital Experience to champion our digital services and Contact Center. This role is for a digital-first leader who thrives at the intersection of strategy, innovation, and member experience. As the AVP of Digital Experience, you’ll help shape the digital landscape of First Capital. You’ll lead our Contact Center and all digital channels, including mobile banking, online branch, chat, online account opening, online loan applications, and emerging digital products. Your mission: build seamless, intuitive, and engaging experiences that strengthen member relationships and drive organizational growth.

Requirements

• Bachelor’s degree is preferred; however, a combination of education and experience is acceptable.
• Minimum 3 years of management experience with Contact Centers or Customer Service.
• Minimum 3 years of experience in digital services.
• Ability to effectively manage and complete multiple projects, meet production goals, and deadlines.
• Ability to lead and manage a team in achieving organizational goals.
• Highly organized, self-motivated, customer experience focused and able to proactively work independently as well as within a team.
• Ability to communicate and present effectively to all levels of the organization, including Senior Management.
• Demonstrate the ability to prioritize work assignments and handle multiple priorities.

Nice To Haves

• Knowledge of key payment systems including ACH, ATM, crypto, debit and credit cards is a plus.

Responsibilities

• Lead our Contact Center and all digital channels, including mobile banking, online branch, chat, online account opening, online loan applications, and emerging digital products.
• Build seamless, intuitive, and engaging experiences that strengthen member relationships and drive organizational growth.
• Manage and complete multiple projects, meet production goals, and deadlines.
• Lead and manage a team in achieving organizational goals.
• Prioritize work assignments and handle multiple priorities.

Benefits

• medical
• dental
• vision
• 401k benefits
• paid vacation
• paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager