Senior Digital Channel Specialist

YOUR PURPOSE

This position oversees and manages the delivery of digital products and services at Horizon Credit Union, focusing on mobile and online banking. This role plays a crucial part in driving the development and enhancement of our digital banking products and services as well as manages the day-to-day digital banking platforms. This includes staying updated on emerging trends, member insights, and industry shifts to ensure the growth of our digital platforms. The role involves optimizing digital products, analyzing performance metrics, and managing external vendors to enhance Horizon's digital banking capabilities. This position will also collaborate closely with cross-functional teams including Technology and Operations to create improvements and innovative solutions that enhance the member experience, reduce friction and drive growth. 

YOU ARE RESPONSIBLE FOR

E-Services 

• Provide channel support and consulting on organizational projects that meet the needs of Horizon Credit Union and business partners and relationships.
• Oversees digital banking and other digital products across responsive web and mobile apps for both individual and business members.
• Delivers an exceptional digital product and service experience for our members.
• Helps develop and articulates a clear digital product strategy and roadmap aligned with the Credit Union's overall business goals and member needs.
• Creates and manages a comprehensive product roadmap that outlines the vision and timeline for digital banking and digital channel product enhancements and new features.
• Assesses value, develop use cases, and prioritize enhancements to ensure work focuses on those with maximum value that are aligned with the product strategy.
• Conducts market research, competitive analysis, and stays updated on industry trends to identify opportunities for product differentiation and improvement.

Member Focus

• Collaborates to build action plans to increase digital channel usage and adoption among our membership and to attract new members.
• Collaborates with marketing for opportunities to cross-sell additional services through the Credit Union's digital services.
• Educate members and provide banking solutions utilizing product knowledge, service, intuitive sales, and delivery system knowledge in a digital branch environment.
• Engages with user experience and research teams to define and implement member usability testing, concept validation, and co-creation studies to gain insights and identify member needs and solutions.
• Monitors member feedback, behavior, and usage patterns to make data-driven decisions for product enhancements.
• Maps the member journeys to fully understand the member experience and their friction points to make and recommend improvements.

Production

• Responsible for product launch and management through developing project plans, coordinating training needs, marketing needs, communications, and member support efforts to ensure a smooth rollout.
• Actively engage with and lead internal and external resources on implementations, technology releases, upgrades, and user acceptance testing.
• Monitors product performance and key metrics to identifying areas for improvement, optimization and to improve adoption.
• Prepares and presents reports related to operations, technology, service standards and other KPIs compared to best-in-class benchmarks for results reporting and analysis for improvements.
• Iteratively enhance the product based on user feedback, market dynamics, and technological advancements.
• Acts as a point of contact for stakeholders, communicating product vision, progress, and results.
• Collaborate with Vice President of Marketing and Digital Strategy to align product strategy with broader business objectives.
• Assist in responding to internal and external audits, responses, and report-outs related to channel content and oversight.
• Provide support and subject matter expertise to various strategic initiatives as needed and appropriate for assigned channels under management.
• Partner with business lines to research and evaluate new technologies, industry trends, and best practices to satisfy Horizon's business needs.

Vendor Management

• Communicate system and support challenges with appropriate vendors and track to resolution. Prepare and submit functionality enhancement requests relating to member and channel development.
• Compare vendor service offerings to highlight capabilities, implementation/ongoing costs, implementation/enhancement benefits, revenue and ROI estimates, risk, and resource estimates as well as timelines for implementation and updates.
• Works closely with vendors' designers to create intuitive and user-friendly digital interfaces that align with customer expectations and our brand identity.

COMPENSATION

At Horizon Credit Union, we believe in attracting and retaining talented team members who embody our CORE Values of Capability, Optimism, Responsibility and Empathy. Our pay values are reflected in our compensation philosophy which rewards individual performance and the potential to contribute to our teams' overall success long-term.

The full pay range for this position across all the states in which we hire is $29.74-$44.61. The figures shown represent the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate's experience, education, and skill level.

Benefits, Perks, and Other Good Stuff

We know there's more to life than just a job. Our benefits are designed to help support our employees and their well-being. Take a look at what we have to offer:

· Medical, Dental, & Vision Insurance for full-time and reduced full-time employees & their families

· Telemedicine for part-time employees

· Paid Group Life and Disability Insurance 

· Employee Assistance Program

· Tuition Reimbursement Program

· 401K Retirement Savings

· Employer 401K Retirement Contributions & Matching upon eligibility

· Discretionary Annual Incentive Bonus based on eligibility criteria

· Paid Time Off per Full Calendar Year:

§ 10 hours of PTO per month (prorated for reduced full-time and part-time)

§ Paid Birthday Holiday

§ 2 Paid Wellness Days

§ Up to 24 hours of Paid Volunteer Time annually

§ 11 Paid Holidays

· And More

SUCCESS LOOKS LIKE

Our Individual Contributor success competencies, coupled with our CORE Values, drive our ability to fulfill our Promise of "Guiding members in the direction of their dreams". 

Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. Readily acts on challenges, without unnecessary planning 

Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity

Communicates Effectively: Develops and delivers communications that convey a clear understanding of the unique needs of different audiences

Member Focused: Builds strong member relationships and delivers member-centric solutions, both internally and externally 

Self-Development Focused: Actively seeks new ways to grow and be challenged using both formal and informal development

Requirements

EXPERTISE YOU NEED

Education & Experience

Bachelor's degree in Business Management, Technology or related field required. A minimum of three years' experience in product management, digital channel management, payment systems, or commercial deposit or digital applications required. 

Capabilities

• Minimum of two years' vendor management experience preferred. 
• Three years or more of related digital, financial, and technical experience preferred 
• Strong understanding of digital banking platforms, mobile applications, online banking, online account opening technology, and related services and technologies. 
• Proficiency in using product management tools and analytics platforms. 
• Excellent communication skills, with the ability to effectively collaborate with cross-functional teams and communicate complex concepts to non-technical stakeholders. 
• Data-driven mindset, with the ability to analyze metrics and customer insights to inform product decisions.
• Awareness of the latest trends and technologies in the mobile UI/UX space.
• Knowledge of user research, usability testing, and user feedback methodologies  
• Ability to translate user insights into actionable design improvements.  
• Experience with Digital Banking and eServices systems preferred 
• Demonstrated project management skills 
• Ability to lead and facilitate meetings, vendor interviews and presentations with various size groups; negotiate between all levels of employees and stakeholders of a proposed project for optimum results. 
• Ability to read, analyze and interpret data and understand and communicate the information to various teams across the credit union. Effectively present information and respond to questions from management, staff, and members. 

ABLE TO

To perform the essential functions of this position an employee must be able to meet the following workplace demands: the ability to converse with others, detect sound, identify, and detect objects, count, read, write, operate a computer, handle, and feel objects, reach with hands/arms and be stationary and/or stand and/or move for long periods. Occasionally an employee will lift/pull/push and carry up to 25 to 50 pounds, stoop, kneel, crouch, crawl, climb, and be able to maintain balance doing these activities. The position requires sound reasoning, good judgment, and the ability to apply knowledge to work activities. The noise level is moderate and typical of a normal office environment. In accordance with the Americans with Disabilities Act, Horizon Credit Union will provide reasonable accommodation/s to qualified individuals with disabilities to perform essential functions, unless such accommodations would cause the employer undue hardship. To request accommodation, please contact Human Resources.

ABOUT THIS JOB DESCRIPTION

The statements in this job description are intended to describe the essential functions and minimum qualifications for this position and are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Job descriptions are not intended, nor do they create an employment contract, and are subject to change at any time to accommodate business necessities. The Credit Union maintains its status as an at-will employer where applicable. In support of Horizon CU's goals employees may perform other duties as assigned and all employees are expected to:

Exemplify our CORE Values

Promote teamwork and collaboration 

Provide our members with the highest quality service