Job Description
DO YOU WANT TO MAKE A DIFFERENCE?
Join a spirited, dynamic team with Hawai`i’s leading credit union as we make a difference in our community – providing financial value, exceptional service, and state-of-the-art convenience to our members. Position Title: Digital Experience ManagerPosition Purpose:
The Digital Experience Manager is UHFCU’s leader and subject matter expert for enhancing the digital member experience. This hands-on role develops and executes UHFCU’s market-leading digital strategy that supports UHFCU’s overall strategic plan, strengthens member relationships, drives product adoption, and positions the credit union as the ‘smarter way to bank.’ The Manager oversees the entire digital member journey, including the discovery and application through account opening, loan applications, onboarding, engagement, and ongoing digital service, including online and mobile banking, mobile deposits, digital payments, and authentication.
Combining strategic leadership with operational expertise and risk management, the Manager leads the DEX team, sets performance standards, manages the annual budget, oversees digital vendors, utilizes data and member insights to enhance the digital experience, and mitigates fraud while balancing ease-of-use. The Digital Experience Manager is accountable for ensuring UHFCU’s digital channels are user-friendly, reliable, secure, compliant, and tailored to the needs of today’s members.
Essential Functions:
• Oversee daily operations and strategic planning for the Digital Experience department, aligning with UHFCU's goals and enhancing member experience.
• Create and implement an annual Digital Experience strategy and roadmap, prioritizing initiatives and technology enhancements to achieve measurable outcomes.
• Manage the annual DEX budget, including forecasting and tracking expenses. Justify budget changes as needed.
• Provide bi-weekly updates and monthly reports to the Senior Vice President on DEX performance, budgets, member experience, and strategic projects.
• Serve as the digital banking expert, guiding leadership and staff on digital products and processes.
• Oversee online and mobile banking services, ensuring smooth operations and member satisfaction.
• Persistently monitor fraud mitigation effectiveness and identify means to improve.
• Identify and resolve technical issues affecting digital banking services, collaborating with internal teams and vendors.
• Set and uphold standards for digital service quality, including ease of use and member satisfaction.
• Evaluate and enhance the member journey to simplify processes and boost engagement with digital offerings.
• Develop strategies to increase adoption of digital products and services, such as online banking and digital payments.
• Manage, train, and support DEX staff, ensuring high levels of member service and performance. Most importantly, foster a positive, supportive, and empathetic environment.
• Oversee efficiency in staffing, training, and workflow within the department.
• Implement policies and procedures for digital banking operations, ensuring compliance with relevant laws and regulations.
• Monitor key performance indicators (KPIs) to analyze account and loan activity, digital adoption, and service levels.
• Prepare and present management reports based on DEX performance data.
• Manage relationships with digital banking vendors, overseeing their performance and addressing any issues.
• Participate in vendor selection, contract discussions, and system upgrades, ensuring effective implementation.
• Lead digital banking projects, from planning to execution, ensuring smooth communication and staff training.
• Collaborate with internal departments to align digital initiatives with organizational goals.
• Communicate updates on digital banking changes and issues to staff and leadership promptly.
• Ensure efficient processing of online deposit and loan applications, resolving member concerns swiftly.
• Explore ways to leverage digital channels for enhancing member relationships and promoting UHFCU products.
• Stay updated on digital banking trends and best practices within the financial services sector.
• Represent UHFCU at industry events, vendor meetings, and relevant forums.
• Perform other work as needed.
Performance Standards:
• Provides accurate and timely bi-weekly updates and monthly reports to the Senior Vice President of Image and Experience.
• Takes ownership and accountability for the performance, reliability, and member experience of UHFCU's digital channels.
• Maintains regular on-site presence and actively supports DEX operations by assisting with transactional and member service needs as required.
• Maintains thorough and organized documentation for projects, procedures, vendor relationships, budgets, and department activities.
• Demonstrates sound judgment by making decisions that balance member experience, operational efficiency, risk management, compliance, and organizational objectives.
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