Digital Experience Manager

2 weeks ago

Napa, United States Redwood Credit Union Full time

Redwood Credit Union is a not-for-profit financial institution that believes in people over profits. Our mission is to passionately serve the best interests of our Members, team members, and communities. Sticking to that vision has made us one of the most loved financial partners in the many communities we serve. In fact, RCU is the 8th largest credit union in California-and growing. Due to this growth, we recently completed construction on our new, 8-acre campus in Napa and are ready to welcome more than 500 valued team members

Since 1950, Redwood Credit Union has been helping people reach their financial goals and dreams with a focus on helping others. That people-first approach holds true for our employees, too. Our work environment is built on service and trust. It's all possible with a leadership team committed to hiring talented people and helping them develop their careers.

If this sounds like a place you'd like to be, we're eager to meet you

This role is responsible for the strategic development and ongoing management of the Member and Staff experience for The Redwood Group's digital self-service channels, including web presence, digital banking, intranets, and knowledge base. Drive decisions on digital experience and usability with data and user research. Ensure projects and deployments are delivered on time, without defects. Ensure the availability, visibility, functionality, and quality of Redwood Group's digital assets in both traditional and cutting-edge channels in the digital sphere.

Program Management

    • Execute RCU's Digital Experience strategy for technology-driven digital, self-service channels and intranet.
    • Manage the Digital Experience staff responsible for functionality and content on the online channels.
    • Collaborate with internal stakeholders such as Application Development, Data, Marketing, Branch Operations, and Senior Leadership team.
    • Develop strategies and plans to increase Member and team member adoption of digital self-service channels.
    • Oversee digital banking, website, and intranet vendor relationships to ensure delivery, service, efficiency, value, and brand standards are being met.
    • Meet Member support needs of staff through solicitation of their input and potential enhancements.
    • Educate staff on Digital Experience systems functionality.
Project Management
    • Partner with Project Management to ensure the Digital Experience projects are executed properly and within budgetary guidelines.
    • Schedule, plan and implement Digital Experience projects while upholding Credit Union uptime and performance standards.
Performance Management
    • Develop and review quality assurance standards in relation to Digital Experience systems to ensure system performance levels are met.
    • Provide analysis (e.g., trends, key metrics) and project status to the leadership team and business owners.
    • Supervise the Digital Experience staff, including expectations, support, training, and accountability.
    • Ensure the Redwood Group's Digital Experience systems, processes and procedures are compliant with laws, compliance guidance and security standards.
    • User-centered Design
    • Lead user-centered design efforts for both Member-facing and internal systems.
    • Develop a user research practice that allows data-driven decisions to be made on questions of usability.
    • Partner with project teams to ensure that key usability issues are identified and addressed by the Digital Experience team.
    • Technology Analysis and Security
    • Provide technical support and guidance for complex issues relating to the digital, self-service channel including digital banking, internet, and Intranet.
    • Stay abreast of developments in digital channel service delivery, regulatory requirements, and best practices for online and mobile.
    • Ensure effective SEO integrity, availability controls utilizing appropriate procedures and tools.
    • Ensure department personnel follow RCU's procedures regarding security of Member data.
    • Self Service Delivery Systems Development
    • Evaluate and analyze new and existing functionality to better serve the Credit Union's needs.
    • Draft technology plans and requirements for business needs and innovation.
    • Evaluate, recommend, and deploy technology services and solutions to meet the needs for the digital self-service channel.
    • Actively participate in defining the strategic direction and technology roadmap for RCU, manage new product development, collaborate with internal and external teams to develop and launch enhancements for corporate websites & intranets digital banking.
    • Non-Essential Functions
    • Participate in functions and community events of The Redwood Group such as All-Team staff meetings, Leadership Team meetings, etc.
    • Participate in community events, community volunteer boards & associations.
    • Perform other duties as assigned.
Supervisory Responsibilities
    • Assistant Manager, Digital Experience
    • QA Member Experience Analyst(s)
    • QA/UX Analyst(s) II
    • SEO & Web Analyst(s)
    • Web Designer(s)
MINIMUM QUALIFICATIONS
    • Knowledge, Skills, and Abilities
    • Demonstrated knowledge of modern managerial principles, practices, and techniques. This includes thorough knowledge and ability to develop and manage budgets, plans, goals, and monitoring techniques.
    • Advanced knowledge of user-centered design principles and techniques.
    • Knowledgeable of internet security and security best practices within the financial services industry.
    • Advanced knowledge of web technology and software in relation to financial institution websites and banking.
    • Advanced knowledge of project management methods and procedures.
    • Proficiency in website design, HTML and variants and JavaScript development.
    • Ability to effectively drive multiple tasks and deadlines simultaneously.
    • Ability to supervise and coach team members.
    • Strong service focus with demonstrated ability to interact and communicate with internal and external stakeholders, as well as Members.
    • Ability to work weekends and late nights when needed.
    • Licenses and Certifications
    • Ability to maintain a valid California driver's license.
    • Physical Requirements
    • Ability to drive.
    • Ability to use a computer keyboard and calculator.
    • Ability to lift up to 20 pounds.
    • Work environment is indoors; majority of the time is spent sitting at a desk.
    >


Base starting range: $155,000 to $192,000 annually, commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Redwood Credit Union offers a robust benefits package to our eligible employees including:

• Competitive medical, dental, and vision insurance, mental health offerings

• Employee performance incentive plan

• Salary Advancement- Merit increase based on performance

• 401(k) program with employer match

• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off

RCU Discounts and Perks-

- RCU employees are eligible for a .75% discount off RCU standard collateral auto loans

- RCU employees are eligible for a 1% discount on all recreational or boat loan products

- 2% discount off Visas and LOC Loans through RCU

- 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.

- 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.

- 0% interest on garment, fitness, or home office equipment loan of up to $500

- 100% financing for employee purchased homes

Why work for Redwood Credit Union?

• Local financial institution, providing unparalleled service since 1950

• Recognized by Newsweek as one of "America's Best Credit Unions 2024"

• Top 5 Healthiest Credit Union in the USA, rated by Glatt Consulting

• Voted Best Places to Work in the North Bay 18 years in a row

• World-class employee engagement scores

• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate

• Recognized by Forbes as one of "America's Best Small Employers 2023"

Internal Team Members

If you are a current Team Member, please apply through the internal careers page located in RCUNET.

We are an Equal Opportunity Employer

  • Senior Digital Marketing Specialist

    2 weeks ago

    Napa, United States Redwood Credit Union Full time

    Redwood Credit Union is looking for a Senior Digital Marketing Specialist who will perform a wide variety of marketing efforts for digital/online/mobile and other marketing efforts including project management to support The Redwood Group's strategic initiatives. Working with the Marketing leadership, acts as primary digital marketer and email administrator...

  • Senior Digital Marketing Specialist

    3 weeks ago

    Napa, United States Redwood Credit Union Full time

    Redwood Credit Union is looking for a Senior Digital Marketing Specialist who will perform a wide variety of marketing efforts for digital/online/mobile and other marketing efforts including project management to support The Redwood Group's strategic initiatives. Working with the Marketing leadership, acts as primary digital marketer and email administrator...

  • Customer Experience Manager

    5 days ago

    Napa, California, United States Realm Cellars Full time

    About the RoleAt Realm Cellars, we are seeking a highly skilled and experienced Customer Relations Manager to join our team. This is a unique opportunity to work in a fast-paced and dynamic environment, where you will be responsible for delivering exceptional customer service and driving sales growth.Key ResponsibilitiesCustomer Service: Provide timely and...

  • Associate Brand Manager

    2 months ago

    Napa, California, United States Delicato Family Wines Full time

    Position PurposeThe Associate Brand Manager works in collaboration with Brand Mangers/Directors to champion a portfolio of brands in the marketplace by developing, executing and supporting strategic and annual brand plans that enable Delicato Sales and Trade partners to meet distribution and depletion objectives within the overall brand strategy. The...

  • Guest Experience Manager

    1 week ago

    Napa, California, United States Hyatt Hotels Full time

    Job Title: Guest Experience ManagerAbout the Role:The Guest Experience Manager is a key member of the hotel team, responsible for delivering exceptional guest experiences and ensuring that every guest feels valued and cared for. This role requires a high level of attention to detail, excellent communication skills, and the ability to work collaboratively...

  • Associate Brand Manager

    2 weeks ago

    Napa, United States Delicato Family Wines Full time

    Work Location Napa, CA Position Purpose The Associate Brand Manager works in collaboration with Brand Mangers/Directors to champion a portfolio of brands in the marketplace by developing, executing and supporting strategic and annual brand plans that enable Delicato Sales and Trade partners to meet distribution and depletion objectives within the overall...

  • Marketing Manager

    1 month ago

    Napa, United States Carneros Resort and Spa Full time

    Job SummaryThe Marketing Manager will support our marketing, social media, and communications strategy. We are looking for a driven, dynamic leader with a passion for marketing and a proven ability to identify opportunities and deliver effective strategies to generate results. This role involves content creation and management for various communication...

  • Premier Client Manager

    5 days ago

    Napa, California, United States BMO Financial Group Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Premier Relationship Manager to join our team at BMO Financial Group. As a key member of our Premier Services team, you will be responsible for managing and growing an assigned portfolio of mass affluent clients.Key ResponsibilitiesManage and grow an assigned portfolio of mass affluent...

  • Guest Experience Leader

    5 days ago

    Napa, California, United States Stanly Ranch Full time

    Job DescriptionA private Napa Ranch cultivating the future of wellbeing. Stanly Ranch - a land that was established with legacy in mind and furthers its progression now with enlightened 21st century ideals. A vanguard in the movement toward holistic wellbeing, Stanly Ranch empowers an immersive agricultural experience intended to not only revitalize those...

  • Marketing Manager

    1 month ago

    Napa, California, United States Carneros Resort and Spa Full time

    Job SummaryThe Marketing Manager will support our marketing, social media, and communications strategy. We are looking for a driven, dynamic leader with a passion for marketing and a proven ability to identify opportunities and deliver effective strategies to generate results. This role involves content creation and management for various communication...

  • Sr. Concierge, Customer Experience

    2 months ago

    Napa, United States Lewis Cellars Full time

    Job DescriptionJob DescriptionCompany DescriptionLewis Cellars is located in Napa Valley region of California's Wine Country. We take pride in our day-to-day winemaking activities and the collaborative relationships we have forged in Napa Valley to secure the finest fruit, producing highly coveted wines of each vintage. With our integration into The...

  • Dining Experience Ambassador

    5 days ago

    Napa, California, United States Four Seasons Hotels and Resorts Full time

    About Four Seasons:Four Seasons Hotels and Resorts is a luxury hospitality company that prides itself on delivering exceptional guest experiences. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver...

  • Digital Solutions Specialist

    1 day ago

    Napa, California, United States Comcast Full time

    Job Summary:At Comcast, we are innovators and leaders—inventing groundbreaking technology, crafting outstanding entertainment experiences for millions every day, and taking extraordinary care of our customers.We are the largest 1Gig network in America and the diverse talents of our people have propelled us to be a Fortune 40 industry leader.Our teammates...

  • Senior Marketing Manager

    3 months ago

    Napa, United States Winery Division Full time

    Job DescriptionJob DescriptionABOUT PLUMPJACK:The PlumpJack Collection of Wineries and its operations are growing fast, and we are adding opportunities in our Marketing Department located in Napa! Offering more than two decades of management expertise, PlumpJack has built a solid, respected brand, with a portfolio of properties that includes wineries,...

  • Senior Marketing Manager

    3 months ago

    Napa, United States Winery Division Full time

    Job DescriptionJob DescriptionABOUT PLUMPJACK:The PlumpJack Collection of Wineries and its operations are growing fast, and we are adding opportunities in our Marketing Department located in Napa! Offering more than two decades of management expertise, PlumpJack has built a solid, respected brand, with a portfolio of properties that includes wineries,...

  • Senior Premier Relationship Manager

    3 days ago

    Napa, California, United States Bank of Montreal Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Premier Relationship Manager to join our team at the Bank of Montreal. As a key member of our Premier Services team, you will be responsible for managing and growing an assigned portfolio of mass affluent clients.Key ResponsibilitiesClient Relationship Management: Serve as the primary...

  • Wine Tasting Experience Specialist

    5 days ago

    Napa, California, United States Peju Winery Full time

    About Peju WineryWe are a family-owned company built on the principles of service, community, and preserving the earth. Our mission is to provide a warm and welcoming experience for our guests, while also giving back to the community and protecting the environment.Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team...

  • Culinary Consultant

    2 weeks ago

    Napa, California, United States CIA Full time

    The expected salary range for this role is between $80,000 and $90,000 annually. The final offer will be based on the selected candidate's qualifications and experience. The recruiter will provide further details regarding the anticipated salary during the selection process. The CIA provides a comprehensive benefits package that includes medical coverage at...

  • Campus Coordinator

    4 days ago

    Napa, California, United States Amerigo Education Full time

    About Amerigo EducationAmerigo Education is a leading provider of educational services for international students in the United States and Canada. Our mission is to deliver exceptional educational experiences that empower students to achieve their full potential.Job OverviewThe Campus Coordinator is a critical role within our residential program, responsible...

  • Sales Associate

    3 days ago

    Napa, California, United States Carter'sOshKosh Full time

    About the RoleWe are seeking a highly motivated and customer-focused Sales Associate to join our team at Carter's/OshKosh. As a Sales Associate, you will be the first point of contact for our customers, providing exceptional service and ensuring a positive shopping experience.Key ResponsibilitiesWelcome customers with a warm greeting and provide assistance...