Head of Digital Services & Member Experience

Credit Union of Colorado; Buffalo (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Credit Union of Colorado is seeking a Director of Digital Services to lead the credit union’s digital channel strategy, platform management, and member-facing technology experience.

This role owns online and mobile banking platforms, oversees the primary digital banking vendor relationship, and drives continuous improvement of the digital member experience through self-service, automation, and personalization.

Qualifications

• Bachelor's degree in business, technology, or related field or equivalent leadership experience.
• Five+ years in digital services or digital banking in a leadership role within financial services.
• Experience managing digital banking platforms and vendor relationships; drive platform strategy.

Responsibilities

• Own platforms within the Digital portfolio including roadmaps, release cycles, configuration, uptime, and member-facing experience.
• Lead strategic vendor relationships, including contract negotiations and SLA management.
• Build and develop a high-performing Digital Services team; provide coaching and evaluations.
• Ensure scalability, security, and performance of all digital banking platforms and tools.
• Own digital user experience standards across platforms; ensure intuitive, accessible interactions.
• Conduct usability testing and use analytics to optimize digital flows (accounts, transfers, payments, self-service).
• Drive self-service and automation strategy with AI, personalization, and proactive features.
• Lead AI, automation, and personalization integrations to enhance member interactions and efficiency.
• Track adoption, engagement, and ROI; use data to prioritize improvements.

Skills

Digital channel strategy

Vendor management

Team leadership

AI/Automation

Usability testing

Data analytics

Regulatory/compliance knowledge

Education

Bachelor's degree (business/technology or related)

Job description

Credit Union of Colorado is seeking a Director of Digital Services to lead the credit union’s digital channel strategy, platform management, and member-facing technology experience.

This role owns online and mobile banking platforms, oversees the primary digital banking vendor relationship, and drives continuous improvement of the digital member experience through self-service, automation, and personalization.