Digital Experience Manager

DO YOU WANT TO MAKE A DIFFERENCE?

Join a spirited, dynamic team with Hawai`i’s leading credit union as we make a difference in our community – providing financial value, exceptional service, and state-of-the-art convenience to our members.

Position Title: Digital Experience Manager

Department: Digital Experience

FLSA Classification: Exempt

Reports to: Senior Vice President, Image & Experience

One great perk of working at UHFCU is we offer on-demand pay through our financial wellness provider. With the on-demand pay benefit, you can have the money you've already earned when you need it, so your time and money can work better for you. Get early access and get paid without waiting for your paycheck.

• Medical Insurance which Includes Drug and Vision;
  Company pays 100% of Employee's Self-Coverage; PLUS, a Company Paid Subsidy Towards Family-Coverage
• Dental Insurance;
  Company Pays 100% of Employee's Self-Coverage and Employee Pays for Low Cost Family-Coverage
• Medical and Dental Plan Premium Waiver Option
• 401(k) Retirement Plan with Employer Match and Non-Elective Contribution (NEC)
• Eligible to Earn Thirty-Five (35+) Paid Days Off a Year
• Vacation Cash-Out Program
• Flexible Spending Accounts:
  Healthcare and Dependent Care (Pre-Tax Benefit)
• Company Pays for Employee Group Basic Life With AD&D Insurance
• Company Pays for Employee Long Term Disability Insurance
• Voluntary Accident Recovery, Critical Illness + Cancer, and Hospital Insurance
• Employee Assistance Program (EAP)
• Employee Loan Discount
• Company Subsidizes 50% for Adult Monthly Bus Pass
• Cash Reward Employee Referral Program
• Workiversary Cash Reward and Gifts
• Internal and External Professional Development Opportunities
• And Many More!

The Digital Experience Manager is UHFCU’s leader and subject matter expert for enhancing the digital member experience. This hands‑on role develops and executes UHFCU’s market‑leading digital strategy that supports UHFCU’s overall strategic plan, strengthens member relationships, drives product adoption, and positions the credit union as the ‘smarter way to bank.’ The Manager oversees the entire digital member journey, including the discovery and application through account opening, loan applications, onboarding, engagement, and ongoing digital service, including online and mobile banking, mobile deposits, digital payments, and authentication.

Combining strategic leadership with operational expertise and risk management, the Manager leads the DEX team, sets performance standards, manages the annual budget, oversees digital vendors, utilizes data and member insights to enhance the digital experience, and mitigates fraud while balancing ease‑of‑use. The Digital Experience Manager is accountable for ensuring UHFCU’s digital channels are user‑friendly, reliable, secure, compliant, and tailored to the needs of today’s members.

• Oversee daily operations and strategic planning for the Digital Experience department, aligning with UHFCU's goals and enhancing member experience.
• Create and implement an annual Digital Experience strategy and roadmap, prioritizing initiatives and technology enhancements to achieve measurable outcomes.
• Manage the annual DEX budget, including forecasting and tracking expenses. Justify budget changes as needed.
• Provide bi‑weekly updates and monthly reports to the Senior Vice President on DEX performance, budgets, member experience, and strategic projects.
• Serve as the digital banking expert, guiding leadership and staff on digital products and processes.
• Oversee online and mobile banking services, ensuring smooth operations and member satisfaction.
• Persistently monitor fraud mitigation effectiveness and identify means to improve.
• Identify and resolve technical issues affecting digital banking services, collaborating with internal teams and vendors.
• Set and uphold standards for digital service quality, including ease of use and member satisfaction.
• Evaluate and enhance the member journey to simplify processes and boost engagement with digital offerings.
• Develop strategies to increase adoption of digital products and services, such as online banking and digital payments.
• Manage, train,…