Digital Services Lead

Honda Federal Credit Union•Marysville, OH

About The Position

This position is responsible for delivering member service excellence through the Credit Union’s digital channels. The incumbent will serve to support and drive the existing Digital Banking offerings within Online & Mobile Banking, and other related digital channels. The position will be the lead for all Digital Services projects, working closely with the PMO, Operations, Member Services, IT and Compliance.

Requirements

Bachelor’s degree in a related field preferred
3 to 5 years of related experience in a digital banking, financial services, or operations environment
Strong experience around fintech, SaaS, cloud services, IT network architecture, credit union business operations and related integrated touch points
Extensive experience in business partner and vendor management
Ensuring products and services align with performance service level agreements, business goals and contractual commitments
Strong knowledge of Agile and Waterfall project management methodologies
Familiarity with NCUA and California Credit Union League
Self-starter, able to work autonomously
Exceptionally strong communication, collaboration, presentation and interpersonal skills
Proficient ability to deliver informative presentations and present project updates to various levels of management
Strong research, project management, business analyst and journey mapping skills

Responsibilities

Project Management & Execution – Work with the PMO and related stakeholders to drive strategic and departmental projects that support organizational initiatives. Serve as the Digital SME, project owner, and lead for Digital Services and strategic projects. Develop test plans and implementation schedules for Digital Services product launches.
Operations & Support – Focus on staff and member experience related to support responsibilities. Serve as the primary point of contact for Digital Operational Support and collaborate with Operations, Member Services, and Marketing teams.
Product Management – Keep current with trending digital technologies and financial institutions. Collaborate with the Digital Services Manager on project and department goals. Create, update, and maintain Digital Banking processes and procedures.
Member Experience – Develop use case services and features focused on member experience using journey mapping analytics. Enhance UX across digital touchpoints to exceed member expectations in a changing digital landscape.
Mobile App Rate/Reviews – Work closely with app analytics to identify trends. Provide recommendations and drive improvements based on customer feedback and performance data.
Compliance & Regulations – Ensure awareness and compliance with all laws, policies, and regulations related to Digital Services and Digital Banking offerings. Collaborate with project teams on disclosure requirements.
Marcom Management – Work with Marketing and Operations to define and implement staff and member communications and training for new or updated services. Partner with Q2 Advisory Services to support internal readiness, training materials, and product launch resources.

Benefits

Competitive Base Salary (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.)
Paid Overtime
Regional Bonus (when applicable)
Industry-leading Benefit Plans (Medical, Dental, Vision, Rx)
Paid time off, including vacation, holidays, shutdown
Company Paid Short-Term and Long-Term Disability
401K Plan with company match + additional contribution
Relocation assistance (if eligible)
Advancement Opportunities
Career Mobility
Education Reimbursement for Continued Learning
Training and Development programs
Tuition Assistance & Student Loan Repayment
Lifestyle Account
Childcare Reimbursement Account
Elder Care Support
Wellbeing Program
Community Service and Engagement Programs
Product Programs