VP, Digital Services & Member Experience

Saltee Co ^ Talent; California (MO); On-site; USD 190,000 - 240,000; Full time

Job summary

Bay Federal Credit Union seeks a VP of Digital Services in Capitola, CA, to lead digital strategy across online/mobile banking, payments, and related services. You will drive member experience improvements, manage cross‑functional projects, and shape channel delivery, including new AI chat and video capabilities.

The role requires deep expertise in digital banking platforms, strategic roadmap planning, and collaboration with Risk, IT, and Marketing to align with the credit union’s objectives and

Qualifications

• Bachelors in Business Admin (BA/BS) required.
• 6+ years banking/credit union experience.
• 5+ years leadership experience.
• Experience using member experience data (adoption, engagement, satisfaction).
• Experience leading digital transformation initiatives across teams.
• Proficiency with Microsoft Office and related tools.

Responsibilities

• Oversee delivery of digital channels (online/mobile banking) and plan new channels like AI chat and video.
• Act as subject matter expert on digital banking trends and advise executive leadership.
• Translate technical changes into improved member experiences and actions.
• Develop and maintain a rolling roadmap of digital service improvements with prioritization.
• Communicate digital service changes internally and to members, coordinating with Training, Marketing, and Communications.

Skills

Leadership

Digital banking systems knowledge

Stakeholder management

Customer experience analytics

Education

Bachelor's degree in Business Administration

Tools

Microsoft Office

Job description

Bay Federal Credit Union seeks a VP of Digital Services in Capitola, CA, to lead digital strategy across online/mobile banking, payments, and related services. You will drive member experience improvements, manage cross‑functional projects, and shape channel delivery, including new AI chat and video capabilities.

The role requires deep expertise in digital banking platforms, strategic roadmap planning, and collaboration with Risk, IT, and Marketing to align with the credit union’s objectives and