Digital Services Lead

Job Purpose
This position is responsible for delivering member service excellence through the Credit Union’s digital channels. The incumbent will serve to support and drive the existing Digital Banking offerings within Online & Mobile Banking, and other related digital channels. The position will be the lead for all Digital Services projects, working closely with the PMO, Operations, Member Services, IT and Compliance.

Key Accountabilities

Project Management & Execution – Work with the PMO and related stakeholders to drive strategic and departmental projects that support organizational initiatives. Serve as the Digital SME, project owner, and lead for Digital Services and strategic projects. Develop test plans and implementation schedules for Digital Services product launches.

Operations & Support – Focus on staff and member experience related to support responsibilities. Serve as the primary point of contact for Digital Operational Support and collaborate with Operations, Member Services, and Marketing teams.

Product Management – Keep current with trending digital technologies and financial institutions. Collaborate with the Digital Services Manager on project and department goals. Create, update, and maintain Digital Banking processes and procedures.

Member Experience – Develop use case services and features focused on member experience using journey mapping analytics. Enhance UX across digital touchpoints to exceed member expectations in a changing digital landscape.

Mobile App Rate/Reviews – Work closely with app analytics to identify trends. Provide recommendations and drive improvements based on customer feedback and performance data.

Compliance & Regulations – Ensure awareness and compliance with all laws, policies, and regulations related to Digital Services and Digital Banking offerings. Collaborate with project teams on disclosure requirements.

Marcom Management – Work with Marketing and Operations to define and implement staff and member communications and training for new or updated services. Partner with Q2 Advisory Services to support internal readiness, training materials, and product launch resources.

Minimum Educational Qualifications

Bachelor’s degree in a related field preferred

3 to 5 years of related experience in a digital banking, financial services, or operations environment

Minimum Experience

Strong experience around fintech, SaaS, cloud services, IT network architecture, credit union business operations and related integrated touch points

Extensive experience in business partner and vendor management

Ensuring products and services align with performance service level agreements, business goals and contractual commitments

Strong knowledge of Agile and Waterfall project management methodologies

Familiarity with NCUA and California Credit Union League

Other Job-Specific Skills

Self-starter, able to work autonomously

Exceptionally strong communication, collaboration, presentation and interpersonal skills

Proficient ability to deliver informative presentations and present project updates to various levels of management

Strong research, project management, business analyst and journey mapping skills

Total Rewards

Competitive Base Salary (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.)

Paid Overtime

Regional Bonus (when applicable)

Industry-leading Benefit Plans (Medical, Dental, Vision, Rx)

Paid time off, including vacation, holidays, shutdown

Company Paid Short-Term and Long-Term Disability

401K Plan with company match + additional contribution

Relocation assistance (if eligible)

Career Growth

Advancement Opportunities

Career Mobility

Education Reimbursement for Continued Learning

Training and Development programs

Additional Offerings

Tuition Assistance & Student Loan Repayment

Lifestyle Account

Childcare Reimbursement Account

Elder Care Support

Wellbeing Program

Community Service and Engagement Programs

Product Programs

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

#J-18808-Ljbffr