Director, Digital Services

Y-12 Credit Union•Knoxville, TN

8h•Hybrid

About The Position

This role leads the development and execution of the digital services roadmap, aligning with organizational goals and member needs. The Director translates enterprise strategy into actionable initiatives, enhancements, and priorities for digital channels. They monitor industry trends, member behavior, and emerging technologies to recommend improvements and innovation opportunities. This position partners with senior leadership to provide input on digital capabilities and future opportunities. The role oversees the daily operation and performance of digital banking platforms (online banking, mobile app, bill pay, payments, etc.), ensuring they meet expectations for reliability, usability, and security. The Director leads coordination of upgrades, releases, and enhancements in partnership with IT and vendors, and acts as a key escalation point for significant issues. Collaboration with IT, Payments, Operations, Marketing, and Compliance is crucial for prioritizing and executing digital initiatives. The role also involves leading or contributing to project workstreams, managing timelines, risks, and deliverables. A key focus is championing a seamless and intuitive digital member experience, using data and feedback to improve usability, engagement, and satisfaction, and partnering with Marketing and frontline teams to drive digital adoption and education. Vendor and financial management includes overseeing digital banking and payments vendor relationships, evaluating capabilities, and identifying cost-saving opportunities. The Director is responsible for contract negotiation, roadmap commitments, SLAs, and integration strategy, serving as the primary owner for digital banking vendors, core providers, and fintech partners. They establish and oversee performance metrics, KPIs, and reporting, ensuring digital services comply with all regulations and policies. People leadership involves mentoring a high-performing digital services team, fostering accountability, innovation, and continuous learning.

Requirements

Bachelor’s degree from an accredited college or university required
Minimum of 8 –10 years of progressive experience in digital banking, product management, or technology delivery including leadership responsibility.
Proven strategic thinker with the ability to translate vision into actionable plans.
Strong executive presence with the ability to influence, partner, and communicate effectively with senior leaders and stakeholders.
Demonstrated success leading change, driving innovation, and modernizing digital platforms.
Strong analytical, decision‑making, and problem‑solving skills, with the ability to make informed decisions in ambiguous or fast‑changing environments.
Deep commitment to delivering exceptional member experience.
Strong leadership capabilities with experience motivating, developing, and leading teams through change.
High level of professionalism, diplomacy, and discretion due to the sensitive nature of information and business decisions.

Nice To Haves

advanced degree preferred
Experience in the banking, credit union, or payments industry strongly preferred.
Experience with Symitar, Digital Insight, and other digital banking tools and services.
Symitar core processing experience is a plus.

Responsibilities

Leads the development and execution of the digital services roadmap aligned to organizational goals and member needs
Translates enterprise strategy into actionable initiatives, enhancements, and priorities for digital channels
Monitors industry trends, member behavior, and emerging technologies to recommend improvements and innovation opportunities
Partners with senior leadership to provide input on digital capabilities and future opportunities
Oversees daily operation and performance of digital banking platforms (online banking, mobile app, bill pay, payments, etc.)
Ensures platforms meet expectations for reliability, usability, and security
Leads coordination of upgrades, releases, and enhancements in partnership with IT and vendors
Acts as a key escalation point for significant issues and works with internal teams and vendors toward resolution
Partners with IT, Payments, Operations, Marketing, and Compliance to prioritize and execute digital initiatives
Leads or contributes to project workstreams related to digital services, ensuring timelines, risks, and deliverables are managed effectively
Ensures alignment between digital initiatives and broader operational and member experience goals
Champions a seamless and intuitive digital member experience
Uses data and member feedback to identify opportunities to improve usability, engagement, and satisfaction
Partners with Marketing and frontline teams to drive digital adoption and education efforts
Supports app store management (ratings, feedback, updates) in coordination with vendors and internal teams
Provides oversight of digital banking and payments vendor relationships, serving as the primary point of accountability for performance, service delivery, and contract management.
Evaluates vendor capabilities and emerging solutions to support strategic growth, cost efficiency, and innovation.
Identifies opportunities to improve efficiency, reduce operating costs, and maximize return on investment across digital services.
Negotiate contracts, roadmap commitments, SLAs, and integration strategy.
Serve as the primary owner for digital banking vendors, core providers, and fintech partners.
Ensure timely resolution of technical issues, including platform defects, performance degradation, integration failures, and incident root‑cause remediation.
Establishes and oversees performance metrics, KPIs, and reporting to measure digital channel performance, adoption, reliability, and member satisfaction.
Ensures digital services comply with all applicable federal and state regulations, credit union policies, and information security standards.
Partners with compliance, internal audit, external auditors, regulators, and vendors to address findings and implement corrective actions promptly.
Lead efforts to increase digital usage, migration from branch/call center, and overall satisfaction.
Leads, develops, and mentors a high‑performing digital services team, fostering a culture of accountability, innovation, and continuous learning.
Provides coaching and leadership development to prepare the team and organization for future digital capabilities and delivery models.
Performs other duties and special projects as assigned by executive management.