Digital Product Specialist

Interra Credit Union; Goshen (IN); On-site; USD 65,000 - 95,000; Full time

Job summary

Interra Credit Union in Goshen, IN seeks a Digital Product Specialist to drive the design, development, and optimization of our digital experiences from concept to launch and beyond. You will collaborate with business, technology, and vendor teams to plan, test, release, and monitor digital capabilities, while supporting ongoing usability and performance.

You will balance hands-on execution with strategic leadership, track KPIs, mentor stakeholders, and advocate for member-centric solutions.

Qualifications

• 3+ years progressive responsibility in the financial industry, to include digital support and systems management experience.
• Experience to include system ownership and/or administration with demonstrated analytical skills.
• Experience with a suite of comparable digital/banking systems, fintech-related roles and/or third-party integrations preferred.
• Bachelor’s degree preferred but relevant experience may be considered.

Responsibilities

• Lead digital initiatives from planning to launch with clear timelines, milestones, and deliverables.
• Coordinate with internal teams and external vendors to understand technical requirements and dependencies.
• Support environment readiness, testing cycles, and release planning.
• Manage release execution, including monitoring performance and resolving issues post-launch.
• Maintain and optimize assigned digital platforms, identifying opportunities for improvement and enhanced user experience.
• Act as a digital subject matter resource for enterprise initiatives, aligning digital deliverables with organizational goals. Provide advanced technical support and coordinate with cross-functional teams.
• Track and refine digital KPIs and success metrics; develop reporting and dashboards; translate insights into actionable recommendations.
• Drive organizational awareness and adoption of digital enhancements; collaborate with marketing and learning teams to support training and rollout strategies.
• Identify opportunities to improve digital execution processes and governance; stay informed on emerging digital trends.
• Collaborate with IT staff to ensure security measures and on-call support.

Skills

Digital platforms

UI/UX understanding

Project management

Stakeholder communication

Cross-functional collaboration

Education

Associate’s degree in Information Systems

Bachelor’s degree preferred

Valid driver’s license

Tools

CRM

AI tools

RPA tools

Analytics platforms

Job description

What You Will Do Everyday

As Digital Product Specialist, you will play a key role in executing and optimizing the Credit Union’s digital experience from concept through launch and beyond. You will coordinate across business, technology, and vendor teams to plan, test, release, and monitor digital capabilities while also supporting the ongoing performance and usability of digital platforms. Acting as a subject matter expert for assigned digital systems, you will balance hands‑on execution with strategic collaboration—ensuring initiatives are delivered effectively, systems are continuously improved, and stakeholders remain informed.

What You Will Do Everyday

As Digital Product Specialist, you will play a key role in executing and optimizing the Credit Union’s digital experience from concept through launch and beyond. You will coordinate across business, technology, and vendor teams to plan, test, release, and monitor digital capabilities while also supporting the ongoing performance and usability of digital platforms. Acting as a subject matter expert for assigned digital systems, you will balance hands‑on execution with strategic collaboration—ensuring initiatives are delivered effectively, systems are continuously improved, and stakeholders remain informed.

You will operate at the intersection of delivery, support, data, and communication, helping to drive seamless, member‑centric digital experiences. Working closely with cross‑functional teams, you will manage both current operational needs and future enhancements, fostering a culture of collaboration, education, and continuous improvement to support adoption and maximize the value of digital solutions.

Direct Reports: None

How You Will Make An Impact

35% Lead digital initiatives from kickoff through launch, ensuring clear timelines, milestones, and deliverables. Coordinate with internal teams and external vendors to understand technical requirements and dependencies. Support environment readiness, testing cycles (QC, UAT), and release planning. Manage release execution, including monitoring performance and resolving issues post‑launch. Maintain and optimize assigned digital platforms, identifying opportunities for improvement, modernization and enhanced user experience.

25% Act as a digital subject matter resource for enterprise and PMO‑led initiatives, aligning digital deliverables with broader organizational goals. Provide advanced technical support for escalated issues (tier II/III), ensuring timely resolution and root cause analysis. Collaborate with cross‑functional teams to monitor incidents, track trends, and proactively improve system functionality and member experience. Serve as a primary liaison for vendors and internal teams for digital system support and execution.

15% Track and refine digital KPIs and success metrics as defined by Digital Leadership. Develop and maintain reporting that measures system performance, usability and adoption. Aggregate data from multiple sources to create actionable dashboards and translate insights into meaningful recommendations that inform enhancements and continuous improvement efforts.

10% Drive organizational awareness and adoption of digital enhancements. Partner with marketing, communications and learning teams to support internal and external messaging, training, and rollout strategies. Assist in the development of training programs and resources to ensure effective utilization of digital tools and features. Gather feedback from stakeholders and users to inform future improvements.

10% Identify opportunities to improve digital execution processes, tools, and workflows. Document best practices, release processes, and playbooks to support scalable and repeatable success. Support governance and prioritization of digital initiatives, proactively identifying risks, inefficiencies, and gaps while recommending solutions. Stay informed on emerging digital trends and technologies

5% Collaborate with various IT staff to ensure all security measures relating to digital systems are functioning properly and maintain awareness of cybersecurity best practices. Maintain on‑call support for critical incidents and disruptions. Collaborate with department staff to cross train responsibilities for backup and support other areas of the Digital department as necessary.

• Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

Experience

WHAT YOU WILL NEED TO SUCCEED

3 + years progressive responsibility in the financial industry, to include 1+ years digital support and systems management experience. Experience to include system ownership and/or administration with demonstrated analytical skills. Experience with a suite of comparable digital/banking systems, fintech‑related roles and/or third‑party integrations preferred.

Education / Certifications / Licenses

This level of knowledge is acquired through completion of a required Associate’s degree in Information Systems, Computer Science, or related field; Bachelor’s degree preferred. (Will consider additional years of experience in lieu of education requirement. Must have and maintain a valid driver’s license.

Preferred Skills

• Knowledge of systems utilized by the banking industry to include, but not limited to, internet and mobile banking systems, account and loan origination systems, payment, and card systems, various other fintech and point solutions.
• Familiarity and experience managing various banking systems to include: digital banking, loan and account origination systems, CRM, product delivery platforms, member feedback tools, outbound communication channels, data insights platforms, financial wellness tools, scheduling systems, chatbots, AI and RPA tools.
• Ability to perform and deliver under pressure.
• Ability to work with and participate in a high performing team.
• Experience successfully implementing/launching org‑wide technical/digital projects with medium to large impact.
• Demonstrated aptitude for understanding and improving digital ecosystems and architecture, with a focus on UI/UX and user education.
• Professional level of verbal and written communication skills are essential to the position.
• Success record of implementation of automated digital journeys in order to maximize member engagement, utilization and conversion.
• Strong decision‑making skills with successful and trackable results.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Demonstrated analytical and project management skills for a variety of tasks or projects.
• Demonstrated knowledge of Credit Union regulations, products, policies, procedures, services, related federal state and federal laws and regulations.
• The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust.
• Obtaining cooperation and agreement on important outcomes via frequently complex and senior level dialogues.
• Ability to drive oneself to take initiative and action to pursue goals and complete tasks.
• Ability to deal with complex problems involving multiple facets, variables, and situations.
• Ability to execute on Interra’s vision, mission and deliver on our Core Values.

Interpersonal Skills

• A significant level of trust, credibility and diplomacy is required.
• In‑depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
• Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

COMPETENCIES

• Balance Stakeholders - Understands the needs of diverse stakeholders and the underlying motivations driving those needs, including cultural and ethical factors. Acts fairly in the decision‑making process when faced with conflicting demands of stakeholders.
• Drive Results - Consistently accomplishes goals even under adverse conditions. Has a strong bottom‑line orientation. Pushes self and helps others achieve results.
• Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position‑related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.
• Interpersonal Savvy - Relates to and can connect with diverse individuals and groups at all levels within the organization. Externally, builds appropriate relationships and rapport with members and external partners.
• Learning Agility - Actively and continuously learning, including new ways of thinking, knowledge, skills, and capabilities. Learns from what was done before and uses success and failure as input for development/improvement and tackling new business challenges.
• Manage Complexity - Makes sense of complex information, processes, and activities to effectively solve problems. Defines situations accurately before determining problems and formulating approaches to solutions; is able to accomplish complex tasks with minimal guidance or instruction.

Ada Requirements

Physical Requirements

• Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing / descending stairs in an emergency situation.
• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours or travel off site whenever required or requested by management.
• Must be capable of regular, reliable, and timely attendance.

Working Conditions

• Must be able to routinely perform work indoors in climate‑controlled shared work area with minimal noise.

Mental And/or Emotional Requirements

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

ACKNOWLEDGEMENT

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time. Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.