AVP, Digital Banking Manager

Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $4.8 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us. As you might imagine, we provide competitive pay and great benefits, including:

• Bonus/incentives for all regular employees
• 401(k) with 8% company contribution
• Medical, dental, and vision insurance for employees and dependents paid at 80%
• PTO and paid sabbaticals
• Tuition reimbursement

GENERAL SUMMARY

The role involves overseeing and managing the development of digital banking products and services at CFCU, focusing on mobile and online banking. This includes staying updated on emerging trends, member insights, and industry shifts to ensure the organization's offerings remain current and user-friendly. The objective is to create a consistent and profitable member experience across all channels, while fostering collaboration with internal teams, senior management, and key members. The job also entails defining product functionality, leading implementation efforts, continuously monitoring and improving the digital experience. Managing closure of functional and non-functional risk/issues impacting the product performance or operational efficiency is a key requirement. Keep abreast of emerging technologies and fintech innovations and ecosystem to drive product direction and strategy. Design thinking, ideation, prototyping and testing to deliver self-service digital experience will be essential. Additionally, the role involves monitoring market conditions, reviewing competitor offerings, optimizing digital products, analyzing performance metrics, and managing external vendors to enhance CFCU's digital banking capabilities.

Specialized Essential Job Function

• Provide oversight, management, direction for development of product and services offerings of CFCU’s digital banking platforms. This includes mobile banking, online banking.
• Identify emerging trends through assessing member insights, industry trends, and overall societal trends to ensure CFCU’s products and services are current, relevant and forward focused.
• Create a consistent member experience in all applicable channels where feasible, while increasing profitability and usage through simple and "easy to do business with" solutions.
• By building and utilizing strong collaborative relationships with Credit Union staff, senior management and key members/Advisory Groups, deliver a unified digital experience that is consistent with the goals and objectives of the organization.
• Work with internal partners, key stake holders and relevant internal departments to define and develop product functionality, features, and the roadmap for future enhancements that drive product adoption and performance. 
• Lead efforts to successfully implement changes in the mobile and online banking channels and continuously improve our digital experience.
• Work collaboratively with internal partners to develop technology strategies and implement product changes/enhancements.  Actively prioritize product backlog and participate in release planning activities.
• Act as the digital banking liaison in wider organizational efforts or projects that include a digital banking element. Monitor current product performance along with market trends and conditions, user feedback, competitive information and market research to determine the right feature set and continuously improve the digital banking offering.
• Regularly review competing systems comparing features, design and end user trends to identify new business opportunities, products and strategies. 
• Submit proposals to optimize and expand digital offerings and initiatives. Compile, analyze, and present performance metrics and identify keyways to optimize results.
• Work collaboratively with Learning and Organizational Development to develop organizational change-readiness plans and training for related products and services, including, when necessary, member-facing training.
• Participate in the management of multiple external vendors/providers of Internet and mobile banking products to leverage their products and services in CFCU applications. Participate and advise in the management of applicable vendor contracts, including initial contract review, renewals, and cancelations in accordance to contract timeframes, and monitoring vendor adherence to contract terms.
• Troubleshoot and resolve escalated member issues with appropriate staff and product vendors.
• Establish and maintain test environments and devices.  Assist in the testing a