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Digital Experience Manager

Company: Redwood Credit Union
Location: Napa
Posted on: July 9, 2024

Job Description:

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

Keywords: Redwood Credit Union, Napa , Digital Experience Manager, Executive , Napa, California

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