Enterprise Member Experience - Member Digital Services Specialist

Golden 1 Credit Union•Sacramento, CA

7d•Hybrid

About The Position

Golden 1 Credit Union is seeking a Member Digital Services Specialist to join the Enterprise Member Experience team. This role is responsible for representing the member perspective in all digital initiatives, leveraging data, research, and feedback to inform prioritization and planning. The specialist will translate member needs into clear problem statements and success measures, support prioritization of digital initiatives, explore new capabilities, and contribute to digital roadmaps. They will provide oversight during execution, collaborate with various departments, identify opportunities for innovation and automation, and communicate priorities and insights to leadership. A key aspect of this role is maintaining awareness of regulatory requirements and risks.

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.