Director of Digital Services
About The Position
The Director of Digital Services is responsible for leading the credit union’s digital channel strategy, platform management, and member-facing technology experience. This role owns the online and mobile banking platform, manages the primary digital banking vendor relationship, and drives continuous improvement of the digital member experience through innovation in self-service, automation, and personalization. This leader ensures the credit union’s digital channels are reliable, competitive, and continuously evolving to meet member expectations. The Director partners with internal stakeholders to deliver digital experiences that support business objectives. This role is focused on how members experience the credit union through technology, translating business requirements into excellent digital delivery.
Requirements
- Bachelor’s degree in business, technology, or related field from an accredited college or university, and/or ten years of progressive leadership experience.
- Minimum of five years of digital services or digital banking experience in a leadership role within a credit union, bank, or financial services organization.
- Strong experience managing digital banking platforms and vendor relationships, with demonstrated ability to drive platform strategy and optimize digital member experiences.
- Working knowledge and application of AI, automation, and personalization strategies in a digital banking or e-commerce context.
- Strong project management and vendor relationship skills, including contract negotiation and SLA management.
- Experience in strategic planning, execution, and reporting to executive leadership.
- Experience in analyzing digital engagement metrics, usability data, and e-commerce usage analytics with the ability to recommend and implement improvements to digital programs.
- Demonstrated ability to translate business requirements from teams into technical specifications and digital experiences.
Responsibilities
- Own all platforms within the Digital portfolio, managing feature roadmaps, release cycles, platform configuration, performance, uptime, and member-facing experience.
- Lead strategic vendor relationships, including contract negotiations, SLA management, roadmap alignment, and escalations.
- Build and develop a high-performing Digital Services team. Foster a high-performance culture by setting expectations and accountability standards. Provide the team with continuous coaching, feedback, and meaningful performance evaluations to drive engagement and retention.
- Ensure scalability, reliability, security, and performance of all digital banking platforms and member-facing digital tools.
- Own digital user experience standards, ensuring every member-facing digital interaction is intuitive, accessible, and consistent across platforms.
- Conduct usability testing and leverage analytics to continuously optimize key digital flows, including account opening, transfers, bill pay, payments, and self-service tools.
- Drive the credit union’s digital self-service and automation strategy, evaluating and deploying solutions such as intelligent chatbots, personalization engines, proactive alerts, and digital assistant capabilities.
- Lead the integration of AI, automation, and personalization strategies into the digital experience, resulting in enhanced member interactions and improved operational efficiency.
- Track digital adoption, engagement, feature usage, and platform health. Use data to prioritize improvements, identify friction points, and demonstrate ROI of digital investments.
- Collaborate with Marketing to deliver digital campaigns, including targeted offers, deep linking, and campaign performance reporting.
- Partner with IT Security and Compliance to ensure digital channels meet all regulatory requirements and security standards, including member-facing authentication, fraud detection integration, and data privacy controls.
- Oversee budget planning and resource allocation across all Digital Services functions.
- Drive strategic discussions and negotiations with cross-department leaders for project prioritization and resource allocation.
- Adhere to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC.
- Performs additional duties and responsibilities as assigned.
Benefits
- Pay-for-performance compensation program
- Bonuses for all employees
- Competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Director
