VP - Digital Experience (UX & Content)

SECU • Raleigh, NC

7d

About The Position

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team! The VP, Digital Experience role is responsible for leading the team that designs, develops, and optimizes the end-to-end user experience (UX) across SECU’s digital platforms (e.g., public website, online and mobile banking). This leader will foster a human-centered design culture and manage the work of UX/UI Design, Content Strategy, and User Research disciplines. The role requires a blend of management acumen, strong communication skills, and demonstrated expertise in delivering cohesive, accessible, and high-performing digital experiences that drive member engagement and achieve business outcomes. They will be accountable for the quality and effectiveness of the team's output.

Requirements

• Bachelor’s degree and 7 years of direct experience with at least 1 year of experience in a leadership role.
• Demonstrable hands-on experience in at least one core digital experience discipline (UX/UI Design, Content Strategy, or User Research.
• Exceptional communication, presentation, and conflict resolution skills with the ability to clearly articulate the UX vision, strategy, and research-driven insights to technical and executive audiences
• Proven ability to influence key stakeholders across functions (Product, IT, Marketing) and drive alignment, effectively serving as advocate for the user experience in high-stakes discussions
• Proven knowledge and hands on experience across all three team disciplines: UX/UI design processes, content strategy/governance, and various user research methodologies (both qualitative and quantitative)
• Proven ability to mentor, coach, and develop a multi-disciplinary team, manage workloads, and foster a collaborative environment
• Strong proficiency with modern Design and Prototyping tools (e.g., Figma, Adobe Creative Suite) and familiarity with Content Management Systems (CMS)
• Exceptional analytical and critical thinking skills, with the ability to define problems, analyze data (qualitative and quantitative), and translate insights into strategic action for the team
• Experience in managing project delivery from concept to launch in an Agile or similar iterative development environment

Nice To Haves

• Experience in leading the implementation and maintenance of a Design System
• Expertise in designing for accessibility standards (WCAG) and inclusive design practices
• Familiarity with interpreting digital analytics (e.g., Adobe Analytics/Google Analytics) to inform design and content decisions
• Experience in financial service or another highly regulated industry
• Bachelor's Degree in HCI, Graphic Design, Communications, Business, or a related field and 7+ years of relevant experience OR Advanced degree or Certifications in UX Research, UX Design, Content Strategy, Interaction Design, or similar fields are preferred.
• Experience in the financial services industry is preferred.

Responsibilities

• Strategic Vision, Project Oversight, and Quality Assurance - Set the strategic operational vision and tone for the Digital Experience (UX) team, establishing best-in-class knowledge and standards across all outputs (e.g., design systems, content guidelines, research methodologies and roadmap). Set quality benchmarks on high-priority projects. Direct, oversee, and at times, directly execute design, content creation, and research activities across all digital projects. Drive continuous process improvement and oversee the end-to-end user experience design process from ideation through final delivery. Ensure strict adherence to accessibility, timely execution, high-quality work, and brand compliance.
• Lead, Manage, and Guide the Digital Experience Team – Provide direct management, coaching, and mentorship to the UX/UI and Content teams. Conduct performance reviews, manage resource allocation, and foster a collaborative, high-performing environment.
• Own and Execute User-Centered Research – Serve as the primary practitioner responsible for planning, executing, and reporting on user research (e.g., usability testing, interviews, card sorts, surveys). Own the research road map, methodology, and member database, ensuring robust insights are generated and effectively translated into actionable design and content decisions to drive continuous experience improvement.
• Collaboration, Influence, and Drive Alignment with Stakeholders – Serve as the primary advocate for user experience across the organization. Partner actively with Digital Product, IT, and other key stakeholders to drive alignment on priorities and present strategic recommendations rooted in UX best practices and research-driven insights. Influence key organizational decisions, ensuring the team's efforts are seamlessly integrated and directly align with business goals and marketing initiatives.
• Manage Budget and Vendor Relationships – Manage the team's operational budget and control spending, ensuring fiscal responsibility while making strategic investments in the team’s capabilities. Oversee planning, procurement, and management of critical UX tools, platforms, and subscriptions. Manage relationships and contracts with external vendors and agencies, ensuring all vendor engagements are strategic, deliver high value, and align with future needs of the digital experience roadmap.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees