Digital Experience Manager

Truliant Federal Credit Union•Winston-Salem, NC

About The Position

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves. Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do. Purpose of the Job The Digital Experience Manager influences the strategy, design, and delivery of member-centered digital experiences across the credit union’s platforms. This role ensures that every digital touchpoint—online banking, mobile applications, account origination, onboarding, and emerging technologies—is intuitive, accessible, and aligned with both member needs and business goals. Leading a team of UX Specialists and partnering with Digital Product Managers, the Digital Experience Manager champions usability, quality, and innovation. By embedding continuous testing, measurement, and refinement into the design process, this role ensures consistent, high-performing digital journeys that strengthen member trust, engagement, and long-term loyalty.

Requirements

Must have strong analytical and problem-solving skills with the ability to interpret member data, research, and usage patterns into actionable improvements.
Must have a deep knowledge of UX/UI design principles, journey mapping, and human-centered design practices.
Must have excellent verbal and written communication skills, including the ability to convey complex ideas clearly.
Must be familiar with Agile frameworks, backlog management, and user story development.
Must be familiar with understanding digital banking platforms, fintech solutions, and emerging technologies.
Must have the ability to collaborate effectively with cross-functional teams and external vendors.
Must have strong organizational skills and attention to detail with the ability to manage multiple projects and priorities simultaneously.
Must have commitment to continuous improvement and staying current with industry trends.
Must have knowledge of security, compliance, and accessibility considerations related to digital experiences.
Must have the ability to understand business processes within the credit union, as well as understand the underlying technologies supporting those business processes.
Must have superior interpersonal skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate, and confident.
Must have knowledge in the use of MS Visio, Word, PowerPoint Point and Outlook, and intermediate knowledge of MS Excel.
Must possess the leadership skills necessary to prepare for and facilitate meetings with all levels within the organization, as well as vendors and references.
Should possess a strong commitment to providing excellent service to Truliant’s members, both internal and external.
Bachelor’s degree in Business, Design, Information Technology, Communication, or a related field required.
Minimum of 5 years of experience in digital experience, UX design, product management, or related disciplines, including at least 2 years of experience in a leadership or people management role.
Experience with Agile methodologies and cross-functional collaboration required.

Nice To Haves

Experience in financial services, banking, or credit unions is preferred.

Responsibilities

Leads the development and execution of digital experience strategies that prioritize usability, accessibility, and member satisfaction across all digital platforms.
Manages, coaches, and develops UX Specialists, fostering skill growth in design thinking, accessibility, and data-informed decision-making.
Partners with Digital Product Managers to incorporate member experience principles into product roadmaps, participate in Agile planning and collaboration sessions, and guide delivery efforts.
Champions accessibility best practices (WCAG/ADA compliance) to ensure inclusive design practices are integrated into all digital initiatives.
Oversees journey mapping and user research to identify pain points, opportunities, and areas of innovation.
Establishes and maintains digital design standards, guidelines, and governance to ensure consistent user experiences across platforms.
Partners with IT, vendors, and business units to design and test digital solutions that align with member needs and organizational goals.
Conducts usability testing and feedback loops to validate design decisions and optimize digital journeys.
Leverages data analytics and member feedback to evaluate and optimize digital journeys, reporting insights, and recommendations to leadership.
Ensures alignment of digital experience initiatives with the credit union’s brand, values, and strategic objectives.
Stays current on digital design trends, fintech innovation, and emerging technologies to anticipate member expectations and competitive shifts.
Evaluates and recommends new tools, platforms, or methodologies to enhance UX design capabilities and efficiency.
Represents the voice of the member in cross-functional team settings, advocating for simple, seamless, and engaging experiences.
Participates in the annual review process, including writing and delivering reviews.
Interviews candidates for open positions, as needed.
Assists with other tasks and projects as assigned.