VP, Digital Services

VP, Digital Services

Full Time Senior Management Dothan HQ, Dothan, AL, US

30+ days ago Requisition

Salary Range: $ To $ Annually

Open to Remote Work

Position Title:

VP, Digital Services

DEPARTMENT:
Digital Services

Classification:
Exempt/Grade
17

Position

Reports To:

SVP/COO

Positions Supervised:
Department Staff

All team members work toward a common purpose to Brighten the Financial Future of the Communities We Serve. Each employee supports our members by promoting and offering relevant services and products to meet their diverse needs. We deliver outstanding service by embracing our core values of Integrity, Collaboration, Accountability, Passion, and Self-Improvement.

The Vice President of Digital Services is responsible for leading the continuous improvement of Five Star’s member experience across all digital channels. This role ensures that digital solutions are designed, delivered, and continuously refined to meet evolving member needs while driving ease of use, efficiency, and consistency across the organization.

Through disciplined use of data, member feedback, and operational insights, the VP of Digital Services identifies opportunities to reduce friction, enhance service delivery, and improve digital adoption. By partnering closely with operations, retail, lending, and technology teams, this role ensures that digital capabilities are not only implemented effectively but are continually optimized to strengthen member satisfaction, support growth, and reinforce a culture that places the member at the center of every decision.

• Oversee the strategy, performance, and day-to-day operations of online banking, mobile banking, account opening platforms, authentication tools, and self-service systems.
• Lead digital enhancements, releases, and system upgrades to improve reliability, functionality, and member satisfaction.
• Monitor channel metrics, member usage, and adoption trends to prioritize improvements.
• Ensure digital channels meet regulatory, security, and accessibility requirements.

• Analyze digital workflows to identify friction points and opportunities for improved efficiency.
• Drive continuous improvement of digital service journeys—including onboarding, account opening, loan applications, and support workflows.
• Ensure ADA compliance, intuitive navigation, and consistent user experience across digital properties.
• Partner with internal teams to reduce manual processes through automation and integration.

• Work with IT and cybersecurity to maintain secure, resilient, and scalable digital environments.
• Collaborate with Operations and Member Support to resolve digital issues, streamline processes, and improve service outcomes.
• Lead cross-department digital initiatives to support strategic goals.
• Manage relationships with digital banking, authentication, and fintech vendors.
• Conduct ROI analysis, evaluate emerging technology, and drive platform innovation aligned with organizational strategy.
• Oversee contract reviews, performance evaluations, and vendor risk assessments.
• Ensure integrations with core processors and third-party systems are stable and effective.

• Stay informed regarding changes in industry and market trends, and standards.
• Completes special projects as assigned.
• Ensure the work area is clean, secure, and well maintained.

Education/Certification:

Bachelor’s degree in Information Systems, Business Administration, Computer Science or related field (master’s preferred)

Required Knowledge:
Strong understanding of digital banking platforms, security requirements, APIs, and system integrations.

Experience

Required:

Minimum 7-10 years of digital banking, fintech, or digital services leadership within a financial institution.

Proven leadership experience with cross-functional team and multi-vendor environments.

Skills/Abilities:
Excellent communication, project management, and problem-solving skills.

Talking:
Especially where one must frequently convey detailed or important instructions or…