The Digital Experience Manager is responsible for managing the digital product/service delivery life cycle from strategic planning to tactical launches in support of the digital needs of credit union members and prospects. The Manager leads the business case creation (including scope, resources, and budget), obtains approval and leads the launch of new solutions that improve experience, drive retention, create efficiencies and create opportunities for growth in the digital delivery channel according to the Digital Roadmap. The digital product and service delivery channel includes, but is not limited to: online & mobile banking, mobile apps, P2P, CPFM, bill pay, digital payments, mobile wallet, biometrics, AI, UX, other disruptive digital financial technologies, as stated in the Digital Roadmap.
Ensures the delivery of the credit union’s digital products and services meet the needs of current and future members (customers), working in partnership with the eCommerce Technology Manager to determine scope, design, delivery and measurement of the digital channel.
Essential Functions, in Priority Order
Leads the scoping, requirements-gathering, stakeholder identification, vendor selection and develops the business case (cost/benefits analysis) for Digital Roadmap efforts and launches. Time 25%
Upon approval of a Digital Roadmap business case, the Manager then leads a cross functional team to develop an implementation plan with dates, owners and tasks, and manages the team members to an on-time, on-scope, on-budget delivery of the effort. Communicates regularly regarding progress of efforts to all interested parties and escalates where necessary. Time 50%
Directly supports Director of Digital Strategy with tracking through the regular delivery of implementation plan dashboards, post-launch tracking and managing the budget. Time 15%
Works closely with the eCommerce IT Department to ensure launched functionality works as intended and that adoption rate projections are being hit. Develops and implements plans to mediate if targets are not being met. Time 5%
Works closely with Corporate Marketing and the Digital Marketing team members to ensure ongoing awareness and support of digital capabilities to members and prospects. Time 5%
Bachelor’s degree in Business Administration, Marketing, IT or related field or equivalent combination of education and relevant experience required. Master's degree in same or related field preferred.
In addition to the education requirement:
Three to five years of digital marketing, digital strategy, or e-commerce experience. Financial institution experience preferred.
Experience leading a diverse project team to on-time, on-budget delivery that exceeds expectations.
Knowledge, Skills and Abilities
Excellent project management skills
Proven ability to lead diverse teams to excellence
Proven ability in partnering with key internal stakeholders from individual contributors to executive-level
Excellent communication and leadership skills.
Ability to proactively take initiative and exert leadership in assigned projects.
Ability to develop and implement policies and procedures.
Working knowledge of financial and general business practices.
Strong organizational skills.
Ability to meet tight deadlines in a fast-paced work environment.
Proven ability in basic accounting and financial principles
Proven ability to analyze insights/data and translate into actionable efforts
Strong knowledge of the financial services market, audience needs, and the sales cycle.
Drive for Results
Integrity and Trust
Developing Direct Reports and Others
Managing Through Systems
Building Effective Teams
Ability to visualize the future.
Ability to analyze and evaluate information.
Ability to use good judgment and make sound decisions quickly.
Ability to work under pressure.
Ability to concentrate in a multi-task environment.
Ability to maintain a positive attitude and professional image.
Ability to train and evaluate results.
Goal oriented, innovative problem solver.
Ability to interpret budget information, market data.
Ability to analyze staff comments in determining Credit Union direction.
Analyzing statistical data to determine budget guidelines.
Decision making for hiring, expenditures and products/promotions.
Tools and Equipment Used
All available general office equipment as needed.
All available computer software and hardware as needed.
Daily, personal/written/phone contact with eCommerce IT Department.
Daily, personal/written/phone contact with Corporate Marketing Department.
Daily, personal/written/phone contact with Credit Union staff.
Daily, personal/written/phone contact with Credit Union management.
Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is a potential for eyestrain from reading detailed reports/invoices and the computer screen. Deadlines, workloads and pressure to achieve goals may cause increased stress levels.
Internal: Work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephone, etc.) No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.
External: Some travel to branches may be required; however, information on environmental conditions is not available.
Niles, Michigan, United States