SVP, Digital

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Full Time San Diego, CA, US

5 days ago Requisition

Salary Range: $ To $ Annually

JOB Objective (brief statement of the core job responsibilities to be accomplished):

The Senior Vice President, Digital is a transformative leader responsible for shaping California Coast Credit Union's relationship with its members, championing member-first thinking, and advancing digital innovation across the organization. This role sets the vision and strategy for digital and member experience, ensuring every member touchpoint — across all channels — delivers a seamless, personalized, and effortless experience. The SVP partners closely with technology, marketing, and operational leaders to translate member insight into action;

day-to-day ownership of existing systems and delivery teams remains with those functions, with this role providing strategic direction, member advocacy, and cross-functional alignment.

DIMENSIONS:

Users Supported: 600+ User Workstations

26 Branches

25 Corporate Departments

Digital Banking Platform Members

Components Supported:
Multiple redundant hybrid data centers

Multiple logging servers & vaults

Multiple Disaster Recovery environments

Payment-related technology environments

Multiple vendor connectivity to the core system

Fraud-related technology environments

Other appropriate business-facing systems, services

Hardware/Software Assets Managed: $1.5M+

Annual Capital Expenditures: $600K - $1.5M

Annual Service Contracts Administered: $250M - $350M

NATURE & SCOPE: (daily, weekly, monthly, and yearly tasks, duties, and responsibilities):

• Champion the member across the organization, driving both evolutionary and revolutionary change to meet evolving member needs and solidify the credit union's reputation as a member-first organization.
• Transform the member relationship from transactional to a true partnership, positioning the credit union as members' primary financial partner.
• Incorporate Voice of the Member (VOM) insights into digital and experience strategies, refining member journeys to deliver digital-first, consistent, and personalized experiences.
• Manage Digital as a P&L, partnering with FP&A to define revenue attribution, cost allocation, and profitability reporting for the digital channel.
• Develop and institutionalize member experience metrics to measure success and ensure intended outcomes.
• Define the vision, goals, and mission for digital and member experience, inspiring the organization to support and execute new initiatives.
• Partner with cross-functional stakeholders, including Marketing, IT, Branch/Retail, and Operations, to align strategies and prioritize innovations that drive measurable business impact.
• Lead change management efforts to embed a member-first mindset across the organization, fostering alignment and accountability.
• Mentor and develop high-performing teams within the digital and member experience function, cultivating innovation, collaboration, and a results-oriented culture.
• Drive innovation across the end-to-end member journey, integrating physical, digital, content, and community touchpoints to enhance the member experience.
• Help shape the credit union's digital self-service and omnichannel strategy to deliver seamless interactions regardless of engagement channel, in partnership with technology and delivery teams.
• Leverage AI, automation, and analytics to identify opportunities for efficiency, improve member and employee experiences, and inform the future direction of tools and platforms.
• Partner on a frontline tools strategy, providing member-experience input on consolidation, elimination, and enhancement…