Vice-President Member Experience & Digital

Description

Position Summary:

The VP Member Experience & Digital role is a strategic, dynamic role that leads the credit union efforts to deliver exceptional member experience across all channels and drive cutting edge innovative digital solutions and products. This role will specifically create and prioritize member first experiences, innovation and digital product delivery road maps, oversee digital channel operations, and monitor changes in the marketplace and variations in Marine Credit Union member experience preferences. In addition, this person is also responsible for leadership of the credit union's product management function, ensuring high team performance and innovation in the marketplace.

Duties and Responsibilities:

• Collaborate closely with senior leaders in the organization and the Chief Experience Officer, to drive member centric transformation and change-management.
• Ensure all member experience efforts drive both member and Credit Union KPI's.
• Provide corporate reporting on products, member experience and digital channel usage.
• Oversee Voice of Member (VOM) program and continue to mine formal and informal (e.g., surveys with NPS, social media) channels to understand member interactions and surface expressed & latent needs.
• Be the voice of the member internally, proactively partner with all business units to share actionable VOM insights, drive action and continuous improvement.
• Understand who our members are and how the credit union adds value to advancing their financial well-being.
• Be innovative and use "out of the box" thinking to deliver exceptional member experience while managing costs.
• Identify the right mix of new digital products and enhancements to supplement the credit union's digital offerings to support the continuous growth at Marine Credit Union.
• Conduct market research and feasibility testing on new product ideas. Stay current on emerging fin-tech developments to ensure best chosen partners. Management of the product management and digital experience delivery team, including coaching, assigning projects, and improving the employee bench in preparation of future promotions.
• Budgeting and forecasting for member experience, digital product experience needs.
• All other duties as assigned.

Knowledge, Skills, and Abilities:

• Strong leadership skills with proven ability to build, motivate, and operate a high-performing team.
• Track record of driving business performance improvement in complex environments.
• Ability to go deep into the details as warranted. Both a planner and a "doer".
• Stellar work ethic and history of being a self-starter. Strong ownership mentality with exceptional resourcefulness and drive for results.
• Strong communicator, both internally and externally; works comfortably at the highest levels of the organization and manages stakeholders through clear written and verbal communications. Ability to synthesize disparate information and translate into cohesive and compelling vision / story.
• Problem solver who generates multiple solutions to issues and balances upside opportunity with downside risks to achieve positive results.
• Team player who fosters a sense of urgency and demonstrates exceptional organization skills.
• Experience defining and driving Member Experience and digital solutions a plus.
• Strong command of Member Experience metrics such as NPS and CES.
• Sound judgment and ability to make decisions based upon analysis and data.
• Ability to plan, organize, and manage change effectively.
• Deep financial services industry knowledge.

Education and Experience:

• 3+ years proven record of successful leadership managing an operational team and establishing long term strategic growth initiatives.
• Leadership experience in product management, information technology, project management, data analytics, marketing, or related leadership function.
• Previous experience in financial services required.
• Experience leading teams in a fast-paced and lean-resourced environment.
• Successful experience building a go-to-market strategy and building an operational plan and leading a team through product transitions.
• Experience in strategic planning and collaboration with executive, sales, marketing, information technology and key operational groups.
• Background in mobile and web-based systems preferred, especially in the banking industry.
• Strategic development experience.

Physical Requirements (with or without accommodation):

• Long periods of sitting will occur regularly.
• Occasional lifting and/or moving 15 lbs or less.
• Use of a computer and telephone required.
• Occasional bending, stooping, or crouching may be required.

This job description is not a complete statement of all duties and responsibilities comprising this position.