Digital Experience Manager

RESPONSIBILITIES (@ 70% of the time)

• Direct responsibility for supervisory functions including hires, terminations, promotions, transfers, and policies for Product Management Analyst position. Work closely with Human Resources department on employee actions and conduct all personnel functions in accordance with applicable statutes.
• Provides ongoing coaching, feedback, and development opportunities for the Product Management Analyst to build skills, improve performance, and support career growth.
• Assist in the planning, managing, and delivery of online and mobile banking projects, including platform upgrades, deliverables, new feature launches, and digital initiatives.
• Analyze member behavior, traffic patterns, and conversion data to identify trends and improvement opportunities across all online banking channels and integrations.
• Owns the execution, tracking, and reporting of departmental performance KPIs, ensuring alignment with the strategic vision and objectives established by the Digital Experience Director.
• Conduct product testing, usability studies, and journey analysis to evaluate the impact of product and/or vendor changes.
• Partner with Director to prepare monthly and quarterly board-level reports that highlight online and mobile banking performance, digital adoption trends, and member engagement.
• Management of Digital Experience vendor communications regarding updates, releases, hotfixes, and documenting any follow-up action items required.

• Check system logs and dashboards for unusual activity, such as multiple failed login attempts, suspicious transactions, or abnormal access patterns.
• Owns the maintenance and accuracy of the internal digital knowledge base, ensuring documentation, procedures, and support materials are current and easily accessible to department staff.
• Manages the support ticket volume by handling overflow tickets from other Digital team members to ensure timely responses and resolutions.
• Serve as a credit union point of contact for Digital owned vendors, ensuring clear, timely, and professional communication.
• Consistently adhere to department policy and procedures, as well as internal department Service Level Agreements.
• Collaborate with the other departments across the Credit Union on different projects and strategic initiatives, including Marketing, Training, Retail, Compliance, and other impacted departments.
• Embody the Credit Union's core values of Trust, Integrity, Teamwork, and Making a Difference and ensure direct reports embody these core values and apply them in daily.
• Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy