Director Digital Innovation

Description

This position will provide thought leadership, strategy, management, and execution in the delivery of digital channels including but not limited to digital banking, bill pay, mobile deposit capture, online account applications, digital wallet to ensure timely and effective member service involving all aspects of electronic services. Responsible for the online channels, coordinating online projects through all phases of development, and monitoring the performance of the products and services to ensure they meet the needs of the members. Responsible for helping to serve members through a variety of delivery challenges. Establish baseline expectations, strategic and complex initiatives aimed at driving better member enablement through adoption of digital tools fitting into Blaze's "brick and click" strategy. This position works closely with a diverse set of cross-functional stakeholders, and evolves the digital teams' talent pool, processes, and automation to help build, develop, and implement platforms that improve Blaze associate and member experiences. Must be driven by a passion for driving an inclusive culture and making business processes work better through the implementation of ideas and technology.

Major Duties and Responsibilities

* Leverage data to guide product vision for our data strategy with an enterprise mindset and align organization to deliver forward-thinking solutions.

* Create and maintain a vision, strategy, and executable roadmap focused on growing digital innovation by deeply understanding the needs of our members and how to optimize the core experience across channels/platforms.

* Lead, manage, and coach your team to create superior digital experiences for our members by knowing and predicting their needs while delivering unparalleled support and transparency. Develop team members into leaders and support their career development goals. Build bench strength with internal and external talent.

* Lead initiatives across multiple business units to bring ideas to life and maintain a cohesive cross-product experience. Collaborate with internal and external partners to design, develop and implement high-impact experiences. Cultivate strong relationships.

* Drive a culture of innovation and experimentation. Engaging with development, design, marketing, business development and support teams to execute strategy and deliver results.

* Monitor and analyze key performance indicators and stay abreast of the competition and emerging trends. Be a champion of data-driven product decisions. Distill this information into meaningful reports and recommendations.

* Effectively drive prioritization of work across team while collaborating with member success to understand key pain points of our business.

* Maintain strong change adoption techniques to generate adoption of implemented tools.

* Generate constant feedback loop from our employee member base to ensure all work products are driving strong value for the users.

* Effectively identify issues critical to specific businesses or departments, collect data and insights from operations to identify the root cause of inefficiency; makes sound recommendations.

* Implement best practices and process improvement projects.

* Research, evaluate, recommend, and manage implementation of electronic products and services to provide members with competitive products that effectively meet their needs.

* Contribute to the growth of the credit union by providing effective online and mobile strategies for product launches and participate in setting content strategies for the website in addition to overseeing the development of online product campaigns. Propose market opportunities for new services and de new concepts for those opportunities with a member-centric focus.

* Coordinate and proactively communicate with the Member Operations, Deposit Services, Contact Center, and Branches to resolve member online and mobile service problems that hinder member satisfaction and continued use. Resolve the more complex operational and member problems, advising members and staff using obtained working knowledge of financial services.

* Manage vendor relationships including ongoing communication, incident escalation and resolution regarding SLA guidelines. Recommend improvements based upon product testing, member feedback, analytical conclusions and understanding of the business.

* Analyze existing practices to isolate areas ripe for improvement or enhancement.

* Recognize and address organizational barriers to ensure future success of ongoing platform innovation, business process improvement, and automation programs.

* Support the development of metrics that provide data for process measurement, identifying indicators for future improvement opportunities.

* Evaluate the progress of innovation and adjusts the pace or direction of new projects.

* Provide training and develop communication to staff for digital, self-service, and third-party products. Oversees product promotions and product awareness campaigns to increase penetration of credit union products and services in the marketplace.

* Oversight of compliance, security risks, general financial systems best practices.

Other Duties

* Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control

* Regular and predictable attendance

* Perform other duties as assigned to support effective department operation

Requirements

Experience/Education/Certifications/Licenses

* 4 year degree in business or computer science or equivalent

* 7 to 8 years progressive experience in digital platforms in the financial industry or equivalent

Demonstrated Knowledge

* Strong technical, planning, organizational and time management skills

*Ability to analyze, problem solve and leverage data to solve business problems

*Ability to develop and employ structured thought processes and frameworks to solve problems

*Ability to provide clarity, identifying the 80/20 opportunities to avoid analysis overload

*Ability to maintain a diverse perspective

*Ability to drive success in varied conditions; act like and owner

*Ability to self-manage, develop goals and priorities

*Ability to coach, develop and motivate associates towards achieving and exceeding organizational goals and objectives

*Ability to work in a fast paced environment with a sense of urgency

* Microsoft Office Suite; core banking software a plus

Communication Skills

Ability to lead and/or be the subject matter expert for member/staff processes; exert regional influence or corporate knowledge sharing. Communicate concisely.

Physical Requirements

Ability to sit and stand; answer calls; operate computer; interact with internal staff and public on the phone; travel to designated offices; lift up to 20 lbs (use for most positions except where noted on spreadsheet)

Diversity creates a healthier atmosphere, and we encourage diverse applicant depth and breadth. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

We are committed to providing salary ranges for all open positions. Please note that the specific compensation for this role will be determined based on your experience, qualifications, location, and internal equity considerations.

The salary range for this position is: $$122,007 - $183,010. This range reflects the base salary for this position. We have other benefits associated with this position which include: low-cost medical (as low as $20 a paycheck), dental insurance, vision insurance, quarterly bonuses, generous vacation and sick time hours, paid leave options, up to 6% 401k contribution, and tuition reimbursement.