Digital Experience Manager

Redwoodcu; Napa (CA); On-site; USD 153,568 - 202,328; Full time

Benefits offered by this job

Auto loan discount

Boat loan discount

Visa/LOC discount

Immigration loan

Naturalization loan

Home equipment loan

Home purchase financing

Birthday off

Job summary

Redwood Credit Union seeks a senior leader to execute the Digital Experience strategy, overseeing digital channels and intranet while collaborating with internal teams to improve adoption and service delivery.

The role requires extensive UCD and PM expertise, with a focus on security, web technology, and stakeholder engagement, including occasional weekend hours.

Qualifications

• Bachelor’s degree with at least eight years of relevant experience.
• At least three years of User-Centered Design practice.
• Demonstrated knowledge of managerial principles, budgets, plans, goals and monitoring techniques.
• Advanced knowledge of UCD principles and techniques.
• Knowledge of internet security and security best practices in financial services.
• Advanced knowledge of web technology and software related to financial institution websites and banking.
• Advanced knowledge of project management methods and procedures.
• Proficiency in website design, HTML and JavaScript development.
• Ability to drive multiple tasks and deadlines, supervise and coach team members.
• Strong stakeholder communication and service orientation.
• Ability to work weekends and late nights when needed.

Responsibilities

• Execute the Digital Experience strategy for digital self-service channels and intranet.
• Manage staff responsible for functionality and content on online channels.
• Collaborate with internal stakeholders (Applications, Data, Marketing, Branch Operations, Leadership).
• Develop plans to increase adoption of digital self-service channels.
• Oversee vendor relationships for digital channels to ensure delivery and brand standards.
• Meet member support needs and solicit input for enhancements.
• Educate staff on Digital Experience systems.

Skills

Managerial principles

User-centered design

Internet security

Web technology

Project management

HTML/JavaScript

Multitasking

Team supervision

Stakeholder communication

Availability

Education

Bachelor's degree

Tools

N/A

Job description

Key Responsibilities

Program Management Leadership

• Execute RCU’s Digital Experience strategy for technology-driven digital, self-service channels and intranet.
• Manage the Digital Experience staff responsible for functionality and content on the online channels.
• Collaborate with internal stakeholders such as Application Development, Data, Marketing, Branch Operations, and Senior Leadership team.
• Develop strategies and plans to increase Member and team member adoption of digital self-service channels.
• Oversee digital banking, website, and intranet vendor relationships to ensure delivery, service, efficiency, value, and brand standards are being met.
• Meet Member support needs of staff through solicitation of their input and potential enhancements.
• Educate staff on Digital Experience systems functionality.

Project & Performance Management

• Partner with Project Management to ensure the Digital Experience projects are executed properly and within budgetary guidelines.
• Schedule, plan and implement Digital Experience projects while upholding Credit Union uptime and performance standards.
• Develop and review quality assurance standards in relation to Digital Experience systems to ensure system performance levels are met.
• Provide analysis (e.g., trends, key metrics) and project status to the leadership team and business owners.
• Supervise the Digital Experience staff, including expectations, support, training, and accountability.
• Ensure the Redwood Group’s Digital Experience systems, processes and procedures are compliant with laws, compliance guidance and security standards.

User-Centered Design

• Lead user-centered design efforts for both Member-facing and internal systems.
• Develop a user research practice that allows data-driven decisions to be made on questions of usability.
• Partner with project teams to ensure that key usability issues are identified and addressed by the Digital Experience team.

Tech Analysis & Security

• Provide technical support and guidance for complex issues relating to the digital, self-service channel including digital banking, internet, and Intranet.
• Stay abreast of developments in digital channel service delivery, regulatory requirements, and best practices for online and mobile.
• Ensure effective SEO integrity, availability controls utilizing appropriate procedures and tools.
• Ensure department personnel follow RCU’s procedures regarding security of Member data.

Self Service Delivery Systems Development

• Evaluate and analyze new and existing functionality to better serve the Credit Union’s needs.
• Draft technology plans and requirements for business needs and innovation.
• Evaluate, recommend, and deploy technology services and solutions to meet the needs of the digital self-service channel.
• Actively participate in defining the strategic direction and technology roadmap for RCU, manage new product development, collaborate with internal and external teams to develop and launch enhancements for corporate websites & intranets digital banking.

Other Functions

• Participate in functions and community events of The Redwood Group such as All-Team staff meetings, Leadership Team meetings, etc.
• Participate in community events, community volunteer boards & associations.
• Perform other duties as assigned.

Qualifications

The ideal candidate has a combination of education and experience equivalent to a bachelor’s degree with a minimum of eight years of relevant experience and a minimum of three years of User-Centered Design practice.

• Demonstrated knowledge of modern managerial principles, practices, and techniques. This includes thorough knowledge and ability to develop and manage budgets, plans, goals, and monitoring techniques.
• Advanced knowledge of user-centered design principles and techniques.
• Knowledge of internet security and security best practices within the financial services industry.
• Advanced knowledge of web technology and software in relation to financial institution websites and banking.
• Advanced knowledge of project management methods and procedures.
• Proficiency in website design, HTML and variants and JavaScript development.
• Ability to effectively drive multiple tasks and deadlines simultaneously.
• Ability to supervise and coach team members.
• Strong service focus, with demonstrated ability to interact and communicate with internal and external stakeholders, as well as Members.
• Ability to work weekends and late nights when needed.

Compensation

Base starting range: $153,568 to $202,328 annually commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Benefits

• Competitive medical, dental, and vision insurance, mental health offerings
• Employee performance incentive plan
• Salary Advancement – Merit increase based on performance
• 401(k) program with employer match
• Time Off – Competitive PTO accrual plus 11 paid company holidays and your birthday off!

Discounts and Perks

• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans
• RCU employees are eligible for a 1% discount on all recreational or boat loan products
• 2% discount off Visas and LOC Loans through RCU
• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.
• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.
• 0% interest on garment, fitness, or home office equipment loan of up to $500
• 100% financing for employee purchased homes!

Physical Requirements

• Ability to travel to offsite corporate and branch locations as needed.
• Ability to use a computer keyboard and calculator.
• Ability to lift up to 20 pounds.
• Work environment is indoors; majority of the time is spent sitting at a desk.

Redwood Credit Union is not offering Visa transfers and/or sponsorships for this position.

We are an Equal Opportunity Employer.