Y-12 Credit Union

Role Description - Reports to: Chief Technology & Innovation Officer - Supervises: 1 (Direct), 0 (Indirect) Essential Functions - Digital Strategy and Execution: - Leads the development and execution of the digital services roadmap aligned to organizational goals and member needs. - Translates enterprise strategy into actionable initiatives, enhancements, and priorities for digital channels. - Monitors industry trends, member behavior, and emerging technologies to recommend improvements and innovation opportunities. - Partners with senior leadership to provide input on digital capabilities and future opportunities. - Digital Platform Management: - Oversees daily operation and performance of digital banking platforms (online banking, mobile app, bill pay, payments, etc.). - Ensures platforms meet expectations for reliability, usability, and security. - Leads coordination of upgrades, releases, and enhancements in partnership with IT and vendors. - Acts as a key escalation point for significant issues and works with internal teams and vendors toward resolution. - Cross-Functional Collaboration: - Partners with IT, Payments, Operations, Marketing, and Compliance to prioritize and execute digital initiatives. - Leads or contributes to project workstreams related to digital services, ensuring timelines, risks, and deliverables are managed effectively. - Ensures alignment between digital initiatives and broader operational and member experience goals. - Member Experience & Adoption: - Champions a seamless and intuitive digital member experience. - Uses data and member feedback to identify opportunities to improve usability, engagement, and satisfaction. - Partners with Marketing and frontline teams to drive digital adoption and education efforts. - Supports app store management (ratings, feedback, updates) in coordination with vendors and internal teams. - Vendor & Financial Management: - Provides oversight of digital banking and payments vendor relationships, serving as the primary point of accountability for performance, service delivery, and contract management. - Evaluates vendor capabilities and emerging solutions to support strategic growth, cost efficiency, and innovation. - Identifies opportunities to improve efficiency, reduce operating costs, and maximize return on investment across digital services. - Negotiates contracts, roadmap commitments, SLAs, and integration strategy. - Serves as the primary owner for digital banking vendors, core providers, and fintech partners. - Ensures timely resolution of technical issues, including platform defects, performance degradation, integration failures, and incident root cause remediation. - Analytics, Risk & Compliance: - Establishes and oversees performance metrics, KPIs, and reporting to measure digital channel performance, adoption, reliability, and member satisfaction. - Ensures digital services comply with all applicable federal and state regulations, credit union policies, and information security standards. - Partners with compliance, internal audit, external auditors, regulators, and vendors to address findings and implement corrective actions promptly. - Leads efforts to increase digital usage, migration from branch/call center, and overall satisfaction. - People Leadership: - Leads, develops, and mentors a high-performing digital services team, fostering a culture of accountability, innovation, and continuous learning. - Provides coaching and leadership development to prepare the team and organization for future digital capabilities and delivery models. - Performs other duties and special projects as assigned by executive management. Qualifications - Bachelor’s degree from an accredited college or university required, advanced degree preferred. - Minimum of 8–10 years of progressive experience in digital banking, product management, or technology delivery including leadership responsibility. - Experience in the banking, credit union, or payments industry strongly preferred. Requirements - Proven strategic thinker with the ability to translate vision into actionable plans. - Strong executive presence with the ability to influence, partner, and communicate effectively with senior leaders and stakeholders. - Demonstrated success leading change, driving innovation, and modernizing digital platforms. - Strong analytical, decision-making, and problem-solving skills, with the ability to make informed decisions in ambiguous or fast-changing environments. - Experience with Symitar, Digital Insight, and other digital banking tools and services. - Deep commitment to delivering exceptional member experience. - Strong leadership capabilities with experience motivating, developing, and leading teams through change. - High level of professionalism, diplomacy, and discretion due to the sensitive nature of information and business decisions. - Symitar core processing experience is a plus. Benefits - Advances the credit union’s digital strategy to support long-term growth, innovation, and member engagement. - Builds trusted relationships and effective partnerships across the organization and with key vendors. - Improves digital adoption, reliability, and member satisfaction through continuous enhancement of platforms and services. - Develops a strong, knowledgeable, and forward-thinking digital services team. - Maintains compliance with regulatory requirements, policies, and information security standards. - Demonstrates a strong sense of urgency, accountability, and responsiveness to member and organizational needs. Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. - While performing the duties of this job, the employee is regularly required to talk, hear, and sit. - This position requires standing, walking, bending, kneeling, stooping, crouching. - The employee may occasionally lift and/or move items over 15 pounds. - Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work Environment - Typical office – no hazardous or unpleasant conditions. - Remote work opportunity.