Digital Experience Manager

University of Hawaii FCU•Honolulu, HI

1d•Onsite

About The Position

The Digital Experience Manager leads UHFCU’s Digital Experience department and serves as its subject matter expert for improving the digital member experience. The role develops and executes digital strategy in support of the credit union’s strategic plan, member relationships, product adoption, and digital services. It oversees the member’s digital journey, including discovery, applications, account opening, onboarding, engagement, and ongoing services such as online and mobile banking, mobile deposits, digital payments, and authentication. This hands-on management position combines strategic planning, operational leadership, and risk management. The Manager leads and supports the DEX team, establishes performance standards, manages the annual budget, oversees vendor relationships and digital banking projects, uses data and member insights to improve services, and monitors fraud mitigation. The role is accountable for ensuring digital channels are user-friendly, reliable, secure, compliant, and responsive to member needs. The position maintains a regular on-site presence and may assist with transactional and member service needs. Work takes place in an air-conditioned, smoke-free office setting. Business hours are Monday through Saturday and may change based on business needs. Additional hours, weekends, and holidays may be required; occasional evenings or weekends may be needed for implementations, maintenance, outages, or other digital banking needs.

Requirements

High school diploma or GED required.
Five or more years of experience in financial services, digital banking, online banking, branch operations, or a related field, including supervisory or management experience.
Proficiency with Microsoft Office Suite and applicable digital analytics and reporting tools.
Thorough knowledge of online and mobile banking systems and digital financial services.
Knowledge of credit union or financial institution operations.
Knowledge of applicable federal regulations and requirements related to digital banking, electronic transactions, consumer protection, privacy, BSA/AML, and information security.
Excellent leadership, communication, coaching, and interpersonal skills.
Strong strategic thinking and business judgment.
Excellent analytical, creative, and problem-solving abilities.
Strong project management and organizational skills.
Ability to analyze data and translate insights into actionable strategies.
Ability to troubleshoot complex digital and operational issues.
Ability to prioritize multiple projects and meet deadlines.
Ability to work independently and make sound decisions.
Strong attention to detail and ability to understand the broader strategic picture.
Demonstrated commitment to exceptional member service and continuous improvement.
Ability to frequently convey detailed or important instructions or ideas accurately and quickly.
Ability to read, prepare, and inspect documents or products with average visual acuity; ability to hear average or normal conversations and receive information.
Ability to perform sedentary work, sitting most of the time, and lift and carry up to 25 pounds.
Ability to apply common-sense understanding to detailed instructions and problems involving variables.
Ability to perform basic math using a calculator.
Ability to write complex sentences using normal word order and present and past tenses, with command of English vocabulary.
Ability to work additional hours, weekends, and holidays as needed.

Nice To Haves

Bachelor’s degree in business, Marketing, Information Technology, Finance, or a related field.
Experience managing digital banking platforms, vendors, projects, budgets, and/or technology implementations.

Responsibilities

Oversee daily operations and strategic planning for the Digital Experience department, aligning its work with UHFCU goals and member experience.
Create and implement an annual Digital Experience strategy and roadmap, prioritizing initiatives and technology enhancements with measurable outcomes.
Manage the annual DEX budget, forecast and track expenses, and justify budget changes as needed.
Provide bi-weekly updates and monthly reports to the Senior Vice President on DEX performance, budgets, member experience, and strategic projects.
Serve as the digital banking expert and guide leadership and staff on digital products and processes.
Oversee online and mobile banking services to support reliable operations and member satisfaction.
Monitor fraud mitigation effectiveness and identify opportunities to improve it.
Identify and resolve technical issues affecting digital banking services in collaboration with internal teams and vendors.
Set and uphold standards for digital service quality, ease of use, and member satisfaction.
Evaluate and improve the member journey to simplify processes and increase engagement with digital offerings.
Develop strategies to increase adoption of online banking, digital payments, and other digital products and services.
Manage, train, and support DEX staff, fostering a positive, supportive, and empathetic environment and maintaining service and performance standards.
Oversee departmental staffing efficiency, training, and workflow.
Implement policies and procedures for digital banking operations and ensure compliance with applicable laws and regulations.
Monitor KPIs related to account and loan activity, digital adoption, and service levels; prepare and present management reports based on performance data.
Manage digital banking vendor relationships, monitor vendor performance, and address issues.
Participate in vendor selection, contract discussions, and system upgrades, ensuring effective implementation.
Lead digital banking projects from planning through execution, including communication and staff training.
Collaborate with internal departments to align digital initiatives with organizational goals.
Communicate digital banking changes and issues promptly to staff and leadership.
Ensure online deposit and loan applications are processed efficiently and resolve member concerns promptly.
Identify ways to use digital channels to strengthen member relationships and promote UHFCU products.
Stay informed about digital banking trends and best practices in financial services.
Represent UHFCU at industry events, vendor meetings, and relevant forums.
Maintain organized documentation for projects, procedures, vendor relationships, budgets, and department activities.
Maintain a regular on-site presence and assist with transactional and member service needs as required.
Perform other work as needed.

Benefits

On-demand pay through the company’s financial wellness provider.
Competitive pay.
Medical insurance, including drug and vision coverage; the company pays 100% of employee self-coverage and provides a subsidy toward family coverage.
Dental insurance; the company pays 100% of employee self-coverage, with low-cost family coverage available.
Medical and dental plan premium waiver option.
401(k) retirement plan with employer match and non-elective contribution.
Eligible to earn 35 or more paid days off a year.
Vacation cash-out program.
Healthcare and dependent care flexible spending accounts (pre-tax).
Company-paid employee group basic life insurance with AD&D.
Company-paid employee long-term disability insurance.
Voluntary accident recovery, critical illness and cancer, and hospital insurance.
Employee Assistance Program (EAP).
Employee loan discount.
Company subsidy of 50% for an adult monthly bus pass.
Employee referral cash reward.
Workiversary cash reward and gifts.
Internal and external professional development opportunities.