Dir, Tech Delivery-Digital & Mbr

Overview

The Director, Technology Delivery – Digital & Member Experience is a senior technology leader responsible for ensuring the successful design, development, implementation, and ongoing support of the technology solutions that enable the Digital and Member experience for the credit union. It includes online web, mobile, and digital experiences for the credit union’s consumer and small business members across all products (deposit, lending, wealth/investment, etc).

This role oversees the overall delivery of digital solutions, ensuring they meet both member and partner experience expectations and regulatory requirements. The Director will serve as a close partner within the Chief Strategy Office and with business owners responsible for digital experiences to identify needs, translate them into technology solutions, and ensure effective execution. The Director will lead a team consisting of analysts, developers, and software quality resources, implementing disciplined and consistent delivery practices across the team.

Additionally, this position plays a significant role in the annual IT budgeting and planning process, including updates and maintenance to the rolling 3‑Year IT Operating Plan with regard to all aspects of Digital and Member Experience delivery.

• Lead organization responsible for end‑to‑end delivery of digital technology initiatives from design, development, and testing perspectives, ensuring projects are completed on time, within budget, and with high quality. Oversee teams responsible for digital and member experience applications, align roadmaps with third‑party applications, and implement consistent delivery processes to measurable outcomes. (30%)
• Serve as a partner to the business units that drive digital and member experiences, developing application roadmaps that drive member and partner value in alignment with credit union strategies and priorities. Translate business requirements into scalable, secure, and compliant technology solutions, ensuring alignment with enterprise architecture and governance standards. (30%)
• Maintain routine upkeep of digital applications, ensuring solutions remain upgraded to supported versions. Execute on a backlog of break/fix items, engage in incident management, and drive continuous improvement and stability efforts with vendors. (20%)
• Serve as a trusted advisor to executive leadership on digital technology assets and solutions, supervise staff, manage vendor relationships, and ensure compliance with regulatory, contractual, and service level agreements. (10%)
• Participate in disaster recovery and business continuity triage efforts, address internal and external issues from assessments and audits, enforce IT policies and procedures, and ensure efficient, reliable, and compliant operations within assigned business units. (10%)

• A Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum of three (3) years of IT experience managing scalable digital application development and/or application support teams.
• Prior supervisory or leadership experience.
• Experience in a financial institution is preferred.
• Proven ability to implement innovative technology solutions that address business needs.
• Practical experience working with contract programming and third‑party professional services vendors, including creation of Statements of Work (SOWs) and negotiation of labor rates.
• Demonstrated skills with application development software and tools, web development technologies and frameworks (including web services), installation and support of third‑party packaged software or hosted/cloud‑based applications, relational database management systems (including MS SQL Server), and working in both Agile and Waterfall delivery environments.