Digital Experience Manager

Redwood Credit Union•Napa, CA

1d•$153,568 - $202,328•Onsite

About The Position

Redwood Credit Union is seeking a Digital Experience Manager, who will be responsible for the strategic development and ongoing management of the Member and Staff experience for The Redwood Group’s digital self-service channels, including web presence, digital banking, intranets, and knowledge base. This includes driving decisions on digital experience and usability with data and user research. Ensure projects and deployments are delivered on time, without defects. Ensure the availability, visibility, functionality, and quality of Redwood Group’s digital assets in both traditional and cutting-edge channels in the digital sphere.

Requirements

Demonstrated knowledge of modern managerial principles, practices, and techniques. This includes thorough knowledge and ability to develop and manage budgets, plans, goals, and monitoring techniques.
Advanced knowledge of user-centered design principles and techniques.
Knowledge of internet security and security best practices within the financial services industry.
Advanced knowledge of web technology and software in relation to financial institution websites and banking.
Advanced knowledge of project management methods and procedures.
Proficiency in website design, HTML and variants and JavaScript development.
Ability to effectively drive multiple tasks and deadlines simultaneously.
Ability to supervise and coach team members.
Strong service focus, with demonstrated ability to interact and communicate with internal and external stakeholders, as well as Members.
Ability to work weekends and late nights when needed.

Nice To Haves

A combination of education and experience equivalent to a bachelor’s degree with a minimum of eight years of relevant experience and a minimum of three years of User-Centered Design practice.

Responsibilities

Execute RCU’s Digital Experience strategy for technology-driven digital, self-service channels and intranet.
Manage the Digital Experience staff responsible for functionality and content on the online channels.
Collaborate with internal stakeholders such as Application Development, Data, Marketing, Branch Operations, and Senior Leadership team.
Develop strategies and plans to increase Member and team member adoption of digital self-service channels.
Oversee digital banking, website, and intranet vendor relationships to ensure delivery, service, efficiency, value, and brand standards are being met.
Meet Member support needs of staff through solicitation of their input and potential enhancements.
Educate staff on Digital Experience systems functionality.
Partner with Project Management to ensure the Digital Experience projects are executed properly and within budgetary guidelines.
Schedule, plan and implement Digital Experience projects while upholding Credit Union uptime and performance standards.
Develop and review quality assurance standards in relation to Digital Experience systems to ensure system performance levels are met.
Provide analysis (e.g., trends, key metrics) and project status to the leadership team and business owners.
Supervise the Digital Experience staff, including expectations, support, training, and accountability.
Ensure the Redwood Group’s Digital Experience systems, processes and procedures are compliant with laws, compliance guidance and security standards.
Lead user-centered design efforts for both Member-facing and internal systems.
Develop a user research practice that allows data-driven decisions to be made on questions of usability.
Partner with project teams to ensure that key usability issues are identified and addressed by the Digital Experience team.
Provide technical support and guidance for complex issues relating to the digital, self-service channel including digital banking, internet, and Intranet.
Stay abreast of developments in digital channel service delivery, regulatory requirements, and best practices for online and mobile.
Ensure effective SEO integrity, availability controls utilizing appropriate procedures and tools.
Ensure department personnel follow RCU’s procedures regarding security of Member data.
Evaluate and analyze new and existing functionality to better serve the Credit Union’s needs.
Draft technology plans and requirements for business needs and innovation.
Evaluate, recommend, and deploy technology services and solutions to meet the needs of the digital self-service channel.
Actively participate in defining the strategic direction and technology roadmap for RCU, manage new product development, collaborate with internal and external teams to develop and launch enhancements for corporate websites & intranets digital banking.
Participate in functions and community events of The Redwood Group such as All-Team staff meetings, Leadership Team meetings, etc.
Participate in community events, community volunteer boards & associations.
Perform other duties as assigned.

Benefits

Competitive medical, dental, and vision insurance, mental health offerings
Employee performance incentive plan
Salary Advancement– Merit increase based on performance
401(k) program with employer match
Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!
RCU employees are eligible for a .75% discount off RCU standard collateral auto loans
RCU employees are eligible for a 1% discount on all recreational or boat loan products
2% discount off Visas and LOC Loans through RCU
0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.
0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.
0% interest on garment, fitness, or home office equipment loan of up to $500
100% financing for employee purchased homes!