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Senior Director of Digital Experience

3 weeks ago

Memphis, Tennessee, United States Orion Federal Credit Union Full time

Job Description

Posted Wednesday, November 12, 2025, 12:00 AM

POSITION PURPOSE

The Senior Director of Digital Experience oversees the Digital Banking department, as a leader and product knowledge expert in digital delivery systems for financial services and payments strategies. The director strategizes on the development and oversight of these departments by evaluating cutting edge financial technology in the digital banking ecosystem, to deliver best-in-class experiences and craft software development roadmaps that bring safe, secure, and fast technology experiences to our customers. The director ensures the Orion Financial digital journey—online banking, mobile applications, account origination, online lending, and payments technology—is intuitive and modernized, meeting customer expectations while delivering on business goals. A critical function of this role is to plan and implement product development through project management, change management, and business analysis while scoping new integration requests. Partnering with digital banking support, the director advocates and plans for usability, quality, and innovation to create high-performing digital journeys that strengthen member trust, engagement, and long-term loyalty. The best candidate will have functional knowledge of the payments industry and the intersection with digital banking services. The director must coordinate resources, timelines and budgets for all technical projects with internal stakeholders and external providers. The director should specialize in communicating complex technical projects to non-technical participants.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

  1. Provide strategic leadership and mentorship to digital banking and payments support teams, cultivating a culture of growth, innovation, and continuous improvement. Champions data-driven decision-making and business analysis to enhance digital experiences and member value.

  2. Partner with digital banking providers, incorporating customer experience principles into product roadmaps, participate in software planning sessions, and guide delivery efforts.

  3. Oversee journey mapping and user research to identify pain points, opportunities, and areas of innovation. Establish and maintain digital design standards, guidelines, and governance to ensure consistent user experiences across platforms.

  4. Leverage data analytics and member feedback to evaluate and optimize digital journeys, reporting insights, and recommendations to leadership.

  5. Align department initiatives with Orion Financial's brand, mission, and strategic vision.

  6. Research digital services in fintech and monitors emerging technologies to anticipate member expectations and competitive shifts in the payments industry.

  7. Evaluate and recommend new tools, platforms, or methodologies to enhance UX design capabilities and efficiency.

  8. Maintain FFIEC guidelines in requirements on digital banking solutions and support. Oversee and supports excellence in delivery for monetary transfers processed via P2P, bill pay, mobile check deposit, and ACH transactions, as well as other payments systems.

  9. Comply with internal operational procedures, security policy, and risk management policy; and with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.

  10. Perform other related duties as assigned.

QUALIFICATIONS

EDUCATION/CERTIFICATION:

Bachelor's degree in related field or equivalent experience and training preferred. Project Management Certification (CAPM) is a plus.

EXPERIENCE REQUIRED:

  • Minimum 10 years' experience in financial services with a focus on payments and/or digital banking
  • Minimum 5 years' experience managing project lifecycles
  • Experience with Agile methodology and/or SCRUM a plus
  • Vendor management
  • Contract negotiations/handling of contracts
  • Complex research, data analysis, and due diligence
  • Creating flowcharts and technical process documentation

KNOWLEDGE REQUIRED:

  • Strong analytical and problem-solving skills with the ability to interpret member data, research, and usage patterns into actionable improvements.
  • Experience in customer journey mapping, and customer-centric business practices.
  • Strong background in managing digital banking platforms, fintech solutions, and emerging technologies.
  • Research skills tailored on continuous improvement and staying current with industry trends.
  • Regulatory understanding of security, compliance, and accessibility considerations related to digital experiences and the payments industry.
  • Must have knowledge in the use of Microsoft Office suite.
  • Leadership talent centered on a coaching-focused approach to developing team members.

SKILLS/ABILITIES:

  • Technical writing experience and strong writing skills.
  • Ability to work independently and identify tasks that need completion.
  • Ability to perform extensive research and report findings.
  • Strong communication skills.
  • Excellent data analysis and organizational skills.
  • Ability to operate a variety of computer applications.
  • Professional appearance, dress, and attitude.

WORK ENVIRONMENT:

Work is generally carried out in a typical open office setting. While performing the duties of this job, the working conditions are those of a typical office environment, with temperatures occasionally too warm or too cold, moderate noise levels and under lighting conditions typical of an office. Possibility for some remote work as needed. Occasional travel required.

PHYSICIAL REQUIREMENTS:

While performing the duties of this job, the employee is regularly required to sit at a desk and in meetings for long periods of time on a continuous basis; intermittently twist to reach equipment surrounding desk; perform simple grasping and fine manipulation with fingers; reach with hands and arms; use a telephone or other electronic communication devices; stand for long periods of times at counter, printers; communicate orally and through written means; use standard office equipment such as computers, printers; write or use a keyboard to perform assigned duties; bend, squat, climb, kneel and twist while checking equipment; occasionally stand and/or walk over both even and uneven ground; occasionally lift and/or move up to 25 pounds; hearing and vision within normal ranges with or without correction.

Successful candidates must pass pre-employment credit checks, background checks, and drug screens.

Orion Financial is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, national origin or any other federal or state protected class. We maintain a drug-free workplace and perform pre-employment substance abuse testing. If you are unable to complete this application due to a disability, contact us to ask for an accommodation or an alternative application process.

Job Details

Pay Type

Salary

Education Level

Bachelor's Degree

400 Monroe Ave, Memphis, TN 38103, USA