Director, Digital Services

Essential Functions

Leads the development and execution of the digital services roadmap aligned to organizational goals and member needs.

Translates enterprise strategy into actionable initiatives, enhancements, and priorities for digital channels.

Makes recommendations based on monitoring industry trends, member behavior, and emerging technologies.

Promotes collaboration with senior leadership to provide input on digital capabilities and future opportunities.

Digital Platform Management

Oversees the daily operation and performance of digital banking platforms.

Ensures platforms meet expectations for reliability, usability, and security.

Led coordination of upgrades, releases, and enhancements in partnership with IT and vendors.

Acts as a key escalation point for significant issues and works with internal teams and vendors toward resolution.

Cross-Functional Collaboration

Prioritizes and executes digital initiatives in partnership with IT, Payments, Operations, Marketing, and Compliance.

Ensures alignment between digital initiatives and broader operational and member experience goals.

Member Experience & Adoption

Champions a seamless and intuitive digital member experience.

Uses data and member feedback to identify opportunities to improve usability, engagement, and satisfaction.

Collaborates with Marketing and frontline teams to drive digital adoption and education efforts.

Supports app store management (ratings, feedback, updates).

Vendor & Financial Management

Provides oversight of digital banking and payments vendor relationships.

Evaluates vendor capabilities and emerging solutions to support strategic growth, cost efficiency, and innovation.

Identifies opportunities to improve efficiency, reduce operating costs, and maximize return on investment.

Negotiates contracts, roadmap commitments, SLAs, and integration strategy.

Serves as the primary owner for digital banking vendors, core providers, and fintech partners.

Ensures timely resolution of technical issues, including platform defects, performance degradation, integration failures, and incident root-cause remediation.

Analytics, Risk & Compliance

Establishes and oversees performance metrics, KPIs, and reporting to measure digital channel performance, adoption, reliability, and member satisfaction.

Ensures digital services comply with all applicable federal and state regulations, credit union policies, and information security standards.

Partners with compliance, internal audit, external auditors, regulators, and vendors to address findings and implement corrective actions promptly.

Increases digital usage, migration from branch/call center, and overall satisfaction.

People Leadership

Leads, develops, and mentors a high-performing digital services team.

Fosters a culture of accountability, innovation, and continuous learning.

Prepares the team and organization for future digital capabilities and delivery models.

Provides coaching and leadership development to the team.

Education/Experience

Bachelor’s degree from an accredited college or university required, advanced degree preferred.

Minimum of 8 –10 years of progressive experience in digital banking, product management, or technology delivery including leadership responsibility.

Experience in the banking, credit union, or payments industry strongly preferred.

Other Skills And Abilities

Proven strategic thinker with the ability to translate vision into actionable plans.

Strong executive presence with the ability to influence, partner, and communicate effectively with senior leaders and stakeholders.

Demonstrated success leading change, driving innovation, and modernizing digital platforms.

Strong analytical, decision-making, and problem-solving skills, with the ability to make informed decisions in ambiguous or fast-changing environments.

Experience with Symitar, Digital Insight, and other digital banking tools and services.

Deep commitment to delivering exceptional member experience.

Strong leadership capabilities with experience motivating, developing, and leading teams through change.

High level of professionalism, diplomacy, and discretion due to the sensitive nature of information and business decisions.

Symitar core processing experience is a plus.

Performance Measurements

Advances the credit union’s digital strategy to support long-term growth, innovation, and member engagement.

Builds trusted relationships and effective partnerships across the organization and with key vendors.

Improves digital adoption, reliability, and member satisfaction through continuous enhancement of platforms and services.

Develops a strong, knowledgeable, and forward-thinking digital services team.

Maintains compliance with regulatory requirements, policies, and information security standards.

Demonstrates a strong sense of urgency, accountability, and responsiveness to member and organizational needs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk, hear, and sit.

This position requires standing, walking, bending, kneeling, stooping, crouching.

The employee may occasionally lift and/or move items over 15 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

Typical office – no hazardous or unpleasant conditions.

Remote work opportunity