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Digital Experience Manager

3 months ago

Rochester, United States Staff World Services Full time

Our Financial Services Client is seeking a Digital Experience Manager who will provide management of member facing digital products. This role works closely with internal and external stakeholders, acting as the the point of contact and escalation with third-party vendor partners, overseeing key digital technologies including digital account opening/loan applications, payments, and others. This position is responsible for continuously improving the digital product experience of our client's members and will play a crucial role in new digital product delivery.


Position Responsibilities:

  • Help create the vision and roadmap for the digital product portfolio in collaboration with the AVP/VP.
  • Identify opportunities to deliver value and positive outcomes to end-users via product features.
  • Partner with departmental leadership in understanding the high-level opportunities on the product backlog that, when prioritized, deliver the most impactful and valuable features aligned with strategic goals.
  • Work with the marketing department to increase member adoption of these initiatives.
  • Consistently use customer feedback, operational metrics and user research to directly inform strategy and execution of product vision.
  • Collaborate with front line employees and leadership to understand and anticipate member needs and translate them into product requirements.
  • Develop procedures for the member facing applications so that others may administer as needed.
  • Work with dedicated Data Analyst to develop both channel health and product/feature adoption dashboards.
  • Report quarterly on TPGs and key product KPIs, providing direction on ways to increase adoption rates.
  • Work closely with internal teams and external vendors to match member needs.
  • Manage day to day activities related to member facing applications and ensures correct operation.


Required Knowledge and Skills:

  • Ability to read and comprehend instructions, correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one situations to employees of the organization.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to perform detail work with numerical data and make arithmetic computations rapidly and accurately. Ability to work independently.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
  • Ability to analyze financial data and draw conclusions.
  • Ability to work alone during nonstandard hours, weekends, and holiday environment.
  • Ability to travel to all branches as needed.
  • Familiarity with asset/liability management, credit union data processing system, credit union accounting standard and financial industry terminology.
  • Excellent interpersonal, presentation and organizational skills.
  • Ability to communicate clearly and effectively verbally and in writing
  • Proficient with Excel, Microsoft Outlook, Word, Power point, and various web-based applications required.