Director, Digital Services

Y-12 Career•Knoxville, TN

1d•Remote

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 for digital channels, monitors industry trends, and recommends improvements. They oversee the daily operation and performance of digital banking platforms, ensuring reliability, usability, and security. This position also involves cross-functional collaboration with IT, Payments, Operations, Marketing, and Compliance to execute digital initiatives, and champions a seamless digital member experience by using data and feedback to improve usability and engagement. Additionally, the role involves managing vendor relationships, financial oversight of digital services, and ensuring compliance with regulations and security standards. People leadership is a key aspect, focusing on developing a high-performing team and fostering a culture of accountability and innovation.

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.
Experience in the banking, credit union, or payments industry strongly preferred.
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.
Experience with Symitar, Digital Insight, and other digital banking tools and services.
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.
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.
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.