Director, Digital Services

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 (vs. acting as the primary advisor)

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 (vs. sole escalation owner)

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.

•  Negotiate contracts, roadmap commitments, SLAs, and integration strategy.

• Serve as the primary owner for digital banking vendors, core providers, and fintech partners.
• Ensure 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.
• Lead 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.

EDUCATION/ EXPERIENCE

•  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.

 OTHER SKILLS AND ABILITIES

• 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.

PERFORMANCE MEASUREMENTS:

• 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.

Service Standards:

•  Own the Issue

o    Build confidence that you will help through your words and actions.

o    Minimize the team/member’s effort.

• Personalize the Experience

o    Show that you care about the person and the issue.

o    Adapt to the team/member’s pace, style, and emotional tone.

• Be Authentic

o    Be genuine.

o    Be present in the conversation to avoid sounding mechanical.

• Understand, then Solve

o    Aim for one-call resolution.

o    Address the underlying issue vs. just the request.

o    Be crystal clear on next steps.

• Be Curious to Exceed Expectations

o    Pick up on cues and clues indicating other needs.

o    Engage in conversation to discuss broader needs.

o    Help the member access additional resources, products, and services to gain more value.

 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

 We are an EEO Employer 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Supervisors as deemed appropriate may assign additional functions and requirements.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. 

Job descriptions are not intended and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.