Responsible for developing tactics across Vantage West Credit Union's digital channels to provide the best Member experience, while driving sales, adoption, and conversion. Works across all digital environment touch points from initial interaction and onsite experience, through conversion and retention. Understands the needs of the business and aligns delivery and implementation plans to support organizational goals. Collaborates and coordinates with leadership to deliver highly effective and right-sized solutions. Reviews and implements digital banking changes based on Member comments, recommends improvements, and handles escalated Member concerns. Works collaboratively across multiple departments and team members to positively impact digital channels.
Bachelor's Degree in Business, Marketing, MIS or related field or equivalent experience
Four (4) years of experience focused on fulfillment of sales, customer/Member service, project management or applying process improvement methodologies in a service environment
To include two (2) years of experience in a lead role
Preferred Education and Experience:
Experience in roles related to product/service delivery through online, mobile or digital channels
Knowledge of financial service industry and e-commerce trends
Knowledge and Skill Requirements:
Must be Member-centric
Must have a drive for innovation, be tech-savvy and have the aptitude to learn new technology quickly
Must display professionalism and possess excellent (verbal and written) business communication skills with the ability to gain internal and external buy-in
Strong research, analytical, planning and problem-solving skills
Able to understand system inputs, outputs, and flow of information
Able to effectively self-manage, develop goals and priorities
Proficient in Microsoft Office Suite
Drive for Results
This job requires they stand or sit for the majority of time. Infrequent lifting up to 25 lbs. may be required. Must be able to travel independently to branch locations throughout Pima, Pinal, Cochise, and Maricopa Counties.
Must comply with all policies and procedures, including the Bank Secrecy Act and SAFE Act.
MAJOR ACCOUNTABILITIES AND TASKS:
Coordinates the delivery of digital channels. Including but not limited to: online banking, mobile banking, and online account applications. Works with Management to deliver a leading Omni-channel Member experience, focusing on usability and ease of use.
Provides training and develops communication to Associates for digital, self-service, and third-party products. Drives training plans for direct Member adoption.
Develops and coordinates internal communication, including training/product guides, and maintaining Digital Banking's internal website within The Hub.
Serves as subject matter expert for all Credit Union digital offerings, experiencing first-hand features and functionality.
Researches, trains, and develops user experience best practices through industry research, formal training, and monitoring competitor product offerings.
Works closely with Marketing to create content and digital presence for the Credit Union.
Develops tactics that enhance the Member experience leveraging feedback, online trends, benchmarking, brand activities, click/usage data, and technology advancements.
Oversees the Digital Solutions Group and interacts with Digital Champions to identify process improvement opportunities that impact the Member experience, other departments, and usability as it relates to digital channels.
Regularly coordinates branch and department visits to provide training and promote digital engagement.
Manages and ensures resolution of escalated Member inquiries and concerns in a timely professional manner, includes responding to Net Promoter Score (NPS) surveys.
Consistently reviews and provides timely responses to feedback in online reviews, social media channels, iOS, and Google Play app stores, etc.
Understands compliance, security risks, and attends training as they relate to e-commerce and related topics.
Performs other duties as assigned.
The target range for this position is $52,392 to $68,764. Final salary is dependent on a candidate's experience and qualifications.
Equal Opportunity Employer
Vantage West Credit Union