Senior Digital Channel Specialist

Description

This position oversees and manages the delivery of digital products and services at Horizon Credit Union, focusing on mobile and online banking. This role plays a crucial part in driving the development and enhancement of our digital banking products and services as well as manages the day-to-day digital banking platforms. This includes staying updated on emerging trends, member insights, and industry shifts to ensure the growth of our digital platforms.

The role involves optimizing digital products, analyzing performance metrics, and managing external vendors to enhance Horizon’s digital banking capabilities. This position will also collaborate closely with cross-functional teams including Technology and Operations to create improvements and innovative solutions that enhance the member experience, reduce friction and drive growth.

• Provide channel support and consulting on organizational projects that meet the needs of Horizon Credit Union and business partners and relationships.
• Oversees digital banking and other digital products across responsive web and mobile apps for both individual and business members.
• Delivers an exceptional digital product and service experience for our members.
• Helps develop and articulates a clear digital product strategy and roadmap aligned with the Credit Union's overall business goals and member needs.
• Creates and manages a comprehensive product roadmap that outlines the vision and timeline for digital banking and digital channel product enhancements and new features.
• Assesses value, develop use cases, and prioritize enhancements to ensure work focuses on those with maximum value that are aligned with the product strategy.
• Conducts market research, competitive analysis, and stays updated on industry trends to identify opportunities for product differentiation and improvement.

• Collaborates to build action plans to increase digital channel usage and adoption among our membership and to attract new members.
• Collaborates with marketing for opportunities to cross-sell additional services through the Credit Union's digital services.
• Educate members and provide banking solutions utilizing product knowledge, service, intuitive sales, and delivery system knowledge in a digital branch environment.
• Engages with user experience and research teams to define and implement member usability testing, concept validation, and co-creation studies to gain insights and identify member needs and solutions.
• Monitors member feedback, behavior, and usage patterns to make data-driven decisions for product enhancements.
• Maps the member journeys to fully understand the member experience and their friction points to make and recommend improvements.

• Responsible for product launch and management through developing project plans, coordinating training needs, marketing needs, communications, and member support efforts to ensure a smooth rollout.
• Actively engage with and lead internal and external resources on implementations, technology releases, upgrades, and user acceptance testing.
• Monitors product performance and key metrics to identifying areas for improvement, optimization and to improve adoption.
• Prepares and presents reports related to operations, technology, service standards and other KPIs compared to best-in-class benchmarks for results reporting and analysis for improvements.
• Iteratively enhance the product based on user feedback, market dynamics, and technological advancements.
• Acts as a point of contact for stakeholders, communicating product vision, progress, and results.
• Collaborate with Vice President of Marketing and Digital Strategy to align product strategy with broader business objectives.
• Assist in responding to internal and external audits, responses, and report-outs related to channel content and oversight.
• Provide support and subject matter expertise to various strategic initiatives as needed and appropriate for assigned channels under management.
• Partner with business lines to research and evaluate new technologies, industry trends, and best practices to satisfy Horizon’s business needs.

• Communicate system and support challenges with appropriate vendors and track to resolution. Prepare and submit functionality enhancement requests relating to member and channel development.
• Compare vendor service offerings to highlight capabilities, implementation/ongoing costs, implementation/enhancement benefits, revenue and ROI estimates, risk, and resource estimates as well as timelines for implementation and updates.
• Works closely with vendors' designers to create intuitive and user-friendly digital interfaces that align with customer expectations and our brand identity.

At Horizon Credit Union, we believe in attracting and retaining talented team members who embody our CORE Values of Capability, Optimism, Responsibility and Empathy. Our pay values are reflected in our compensation philosophy which rewards…