VP Digital Experience

Westerra Credit Union•Denver, CO

2h•Hybrid

About The Position

The Vice President of Digital Experience is responsible for the strategic leadership, roadmap, delivery, and continuous improvement of the credit union’s digital banking and member-facing digital experiences. This role leads the teams responsible for digital banking operations, digital experience strategy, and software development supporting digital channels and capabilities. This position partners closely with business leaders, technology teams, operations, marketing, product, contact center, and branch leadership to align digital capabilities with enterprise priorities, member expectations, and organizational growth objectives. This leader is responsible for driving a digital mindset across the organization, shaping and executing the digital roadmap, improving adoption and engagement, reducing member friction, and delivering scalable solutions that enhance both operational efficiency and member satisfaction. The role also ensures that software development efforts related to digital banking and digital experiences are effectively prioritized, governed, and delivered in alignment with business needs and architectural standards.

Requirements

12+ years’ experience in years of progressive experience in digital banking, digital product management, software application delivery, technology leadership, or related disciplines, preferably within financial services.
Bachelor’s degree in computer science, Information Systems, Business, Digital Product Management, or a related field, or an equivalent combination of education, training, and experience required.
Demonstrated experience owning or influencing digital banking strategy, roadmap development, platform enhancement, and member-facing experience delivery.
Strong strategic leadership skills with the ability to connect enterprise objectives to digital roadmap execution.
Deep understanding of digital experience principles, member journey design, and the drivers of adoption, engagement, and retention.
Proven ability to lead multiple complex initiatives simultaneously while maintaining delivery discipline and organizational alignment.
Strong financial acumen, including budget ownership, vendor management, and investment prioritization.
Excellent communication and stakeholder management skills, with the ability to influence executives, business leaders, and technical teams.
Ability to understand complex business challenges from both operational and member perspectives and translate them into scalable digital solutions
Fosters a strong team environment with ability to create win-win solutions
Ability to learn and demonstrate that learning on the job
Comprehensive understanding of the overall organization and the competitive environment
Ability to negotiate improvements and strategic change across functions
Ability to build high-performing teams and develop leaders and technical talent.
High degree of confidentiality, sound judgment, and accountability for results

Responsibilities

Establish and lead the vision, strategy, and multi-year roadmap for digital banking and member-facing digital experiences, including online banking, mobile banking, self-service capabilities, digital enablement, and related integrations.
Lead the teams responsible for digital banking operations and support, digital experience optimization, and software development for digital products and capabilities.
Provide leadership to direct reports, including the Director of Digital Experience and development staff, while building a high-performing, accountable, and member-focused organization.
Partner with executive leadership and key stakeholders across the credit union to prioritize digital initiatives that improve member experience, grow engagement, increase self-service adoption, and support enterprise goals.
Oversee the design, development, delivery, and support of enhancements, integrations, and custom solutions related to digital banking and digital experiences.
Ensure the full lifecycle delivery of digital initiatives from concept and prioritization through requirements, design, development, testing, implementation, and post-launch optimization.
Build and maintain strong partnerships with digital banking and fintech vendors; influence vendor roadmaps, oversee release management, escalate issues effectively, and evaluate new capabilities and strategic partnerships.
Drive the use of member feedback, support trends, journey mapping, behavioral analytics, and operational insights to identify friction points and improvement opportunities across digital experiences.
Establish and monitor key performance indicators, dashboards, and outcome-based metrics related to digital adoption, engagement, conversion, abandonment, service utilization, member satisfaction, and operational efficiency.
Partner with data, analytics, and business leaders to identify opportunities for personalization, contextual experiences, and data-informed decision making within digital channels.
Lead resource planning, organizational design, succession planning, and talent development for the function.
Responsible for departmental budgeting, vendor financial management, and effective allocation of technology investments tied to digital experience priorities.
Directs short and long-term staffing needs and development of overall functional area.
Accountable for the performance and results of one or more lines of business. Monitors budgets across the same span
Responsible for development of annual business plan. Develops short to mid-term (1-3 years) plans for optimizing the business and the talent required to execute strategies in the job area.
Translates strategic action plans into relevant goals for functional area
Foster a culture of innovation, urgency, accountability, and continuous improvement across the team and in partnership with internal stakeholders.
Other duties as assigned

Benefits

Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
Two dental plans through Delta Dental
Basic life and AD&D insurance, short-term disability and long-term disability
20+ days of paid time off (PTO) per year
Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
16 hours of volunteer time off (VTO) per year
11+ paid holidays
401(k) that includes up to 6% match
Up to 2% off the rate on a new Westerra mortgage, applicable to primary residence, second home, or investment property
2% off Auto/RV/Motorcycle Loans
Up to $5250 per year for educational reimbursement
4 weeks of paid parental leave
Mental health resources including an Employee Assistance Program (EAP)
Individualized learning and development programs