Enterprise Member Experience - Member Digital Services Specialist

Golden 1 Talent Acquisition Team•Sacramento, CA

8d•Hybrid

About The Position

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values. You are a deeply member centric strategist who naturally views digital experiences through the lens of member needs, behaviors, and outcomes. You are curious, analytical, and comfortable operating at the intersection of data, research, and storytelling—using insights to shape what should be done and why. Rather than owning the technical build, you thrive in roles where influence, clarity, and alignment matter most. You are adept at translating complex information—member feedback, usability findings, market trends, and business data—into clear problem statements, priorities, and plans. You bring strong judgment, balancing member value with feasibility, risk, and regulatory considerations, and you are comfortable navigating ambiguity in fast evolving digital environments. A strong collaborator, you build trust and partnership across IT, Marketing/MarTech, Operations, Retail, Risk, and Compliance. You communicate confidently with both technical and non technical stakeholders and can influence outcomes without direct authority. You are energized by improving self service, automation, and digital adoption, and you take pride in ensuring solutions are intuitive, secure, compliant, and aligned with Golden 1’s mission and risk appetite.

Requirements

Bachelor’s Degree in Business, Marketing, Information Technology, or a related field (or equivalent experience).
3+ years Digital product strategy, member experience, business analysis, or related roles focused on discovery and planning.

Responsibilities

Represent the member perspective in all digital initiatives by leveraging data, usability research, and member feedback to inform prioritization and planning decisions.
Translate member needs and pain points into clear problem statements, opportunities, and success measures.
Support enterprise and LOB partners in prioritizing digital initiatives and enhancements based on member value, strategic alignment, feasibility, and risk considerations.
Explore new ideas, capabilities, and technologies by conducting discovery activities, competitive analysis, and industry research
Contribute to digital planning efforts by defining high-level requirements, use cases, and experience expectations that inform LOB delivery teams.
Help shape and maintain digital experience roadmaps, ensuring alignment with organizational priorities and member needs.
Provide oversight and guidance to LOBs and delivery teams as initiatives move into execution, ensuring alignment to the original member intent, priorities, and planned outcomes.
Partner with stakeholders to monitor progress, risks, and dependencies, escalating concerns as needed to maintain alignment and quality.
Collaborate with IT, Marketing/Martech, Operations, Retail, Risk, and Compliance to ensure digital initiatives are well understood, coordinated, and supported.
Serve as a connector between strategy, planning, and execution teams, promoting clarity and shared understanding.
Identify opportunities for digital innovation, automation, and self-service that streamline member experiences and reduce friction.
Recommend improvements that enhance adoption, satisfaction, and operational efficiency.
Communicate priorities, insights, and plans to leaders across Golden 1, advising on strategies that support digital adoption for transactions and product acquisition
Maintain awareness of regulatory requirements and inherent risks, supporting oversight and control activities consistent with the Credit Union’s risk appetite.