Digital Product Specialist

WHAT YOU WILL DO EVERYDAY

As Digital Product Specialist, you will play a key role in executing and optimizing the Credit Union’s digital experience from concept through launch and beyond. You will coordinate across business, technology, and vendor teams to plan, test, release, and monitor digital capabilities while also supporting the ongoing performance and usability of digital platforms. Acting as a subject matter expert for assigned digital systems, you will balance hands‑on execution with strategic collaboration—ensuring initiatives are delivered effectively, systems are continuously improved, and stakeholders remain informed.

You will operate at the intersection of delivery, support, data, and communication, helping to drive seamless, member‑centric digital experiences. Working closely with cross‑functional teams, you will manage both current operational needs and future enhancements, fostering a culture of collaboration, education, and continuous improvement to support adoption and maximize the value of digital solutions.

Direct Reports:
None

• 35% Lead digital initiatives from kickoff through launch, ensuring clear timelines, milestones, and deliverables. Coordinate with internal teams and external vendors to understand technical requirements and dependencies. Support environment readiness, testing cycles (QC, UAT), and release planning. Manage release execution, including monitoring performance and resolving issues post‑launch. Maintain and optimize assigned digital platforms, identifying opportunities for improvement, modernization, and enhanced user experience.
• 25% Act as a digital subject matter resource for enterprise and PMO‑led initiatives, aligning digital deliverables with broader organizational goals. Provide advanced technical support for escalated issues (tier II/III), ensuring timely resolution and root cause analysis. Collaborate with cross‑functional teams to monitor incidents, track trends, and proactively improve system functionality and member experience. Serve as a primary liaison for vendors and internal teams for digital system support and execution.
• 15% Track and refine digital KPIs and success metrics as defined by Digital Leadership. Develop and maintain reporting that measures system performance, usability, and adoption. Aggregate data from multiple sources to create actionable dashboards and translate insights into meaningful recommendations that inform enhancements and continuous improvement efforts.
• 10% Drive organizational awareness and adoption of digital enhancements. Partner with marketing, communications, and learning teams to support internal and external messaging, training, and rollout strategies. Assist in the development of training programs and resources to ensure effective utilization of digital tools and features. Gather feedback from stakeholders and users to inform future improvements.
• 10% Identify opportunities to improve digital execution processes, tools, and workflows. Document best practices, release processes, and playbooks to support scalable and repeatable success. Support governance and prioritization of digital initiatives, proactively identifying risks, inefficiencies, and gaps while recommending solutions. Stay informed on emerging digital trends and technologies.
• 5% Collaborate with various IT staff to ensure all security measures relating to digital systems are functioning properly and maintain awareness of cybersecurity best practices. Maintain on‑call support for critical incidents and disruptions. Collaborate with department staff to cross‑train responsibilities for backup and support other areas of the Digital department as necessary.

Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

3 + years progressive responsibility in the financial industry, to include 1 + year digital support and systems management experience. Experience to include system ownership and/or administration with demonstrated analytical skills.…