Chief Digital Officer

UFCU is advancing toward becoming a market-leading, technologically advanced credit union. We’re seeking a transformative Chief Digital Officer—senior leader to architect and drive UFCU’s digital member experiences, product excellence, roadmap, and platform modernization. This role leads enterprise-wide digital strategy, true Agile delivery (SAFe or equivalent), and performance across online banking, mobile, contact center, payments ecosystems, onboarding flows, and personalized commerce.

Reporting to the EVP, Chief Strategic Growth & Digital Officer, this leader owns digital growth and adoption OKRs, KPI-driven product outcomes, and enterprise-level stakeholder alignment.

About UFCU

Our Credit Union founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures
.

In pursuit of our aspiration that UFCU is
loved by millions of Members and built to thrive for generations
, we are guided by our values:

Purposefully Member-Obsessed

We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success.

Possibilities Reimagined

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

Performance Excellence Rooted in Unwavering Integrity

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence.

Essential Functions

• Define and scale UFCU’s digital platform strategy and roadmap—modernizing core digital and contact center channels for scalability, flexibility, and speed-to-market.
• Lead end-to-end digital product lifecycle, including vision, discovery, user stories, prototyping, execution, measurement, and continuous iteration.
• Drive delivery autonomy, cross‑platform reusability, and a product‑first architecture that aligns platforms with digital business outcomes.

Performance‑Driven OKRs & KPIs

Own and report on digital OKRs such as:

• Digital adoption, digital self‑service, user growth, and transaction volume increases.
• Platform and Channel performance metrics: uptime, call center efficiency, incident/failure reduction, scalability.
• Digital Engagement & satisfaction: NPS/OSAT scores, member feedback, churn reduction.
• Delivery metrics: velocity, cycle time improvement, time‑to‑market acceleration.
• Lead Product Owners, Business Analysts, and Agile teams in a unified delivery model, ensuring true product ownership, accountability, and velocity.
• Scale Agile frameworks (e.g., SAFe), establish Agile Center of Excellence in partnership with ePMO, and embed Agile tooling (Azure Dev Ops, JIRA, others) and metrics into the organization.
• Coach leaders and teams on advanced practices like Continuous Discovery, Working Backwards, Lean Product Delivery, and Incremental Delivery.
• Drive digital acquisition and digital‑first usage through optimized onboarding, AI‑driven personalization, and omnichannel experience strategies.
• Lead member lifecycle product initiatives—digital payments, card services, cross‑sell, financing, and rewards.
• Conduct competitive benchmarking, market trend analysis, and feature innovation to differentiate UFCU in a crowded digital landscape.

Platform Modernization & Emerging Technologies

• Collaborate with CTO and Technology teams to modernize digital infrastructure, APIs, microservices, and cloud‑native platforms.
• Oversee integration with core banking, authentication, fraud, data services, and fintech ecosystems.
• Lead pilots for emerging technologies such as AI/ML, open banking, payments tokenization, digital identity, and more.

Executive Influence & Stakeholder Management

• Serve as a digital thought leader and trusted advisor…