• Vice President Digital Banking

    Job Locations US | US-TX-Allen | US-CA-Torrance
    Req No.
    Information Technology
    Regular Full-Time
  • Overview

    Job Summary

    The Vice-President of Digital Banking will be responsible for evaluating, prioritizing, and executing the roadmap for UNIFY’s digital banking products and services, including online and mobile applications. Revenue generation, expense reduction via higher digital channel engagement, and a fanatical approach to a superior and frictionless digital member experience are the cornerstone responsibilities of the role. A digital first strategy and mindset are key considerations for this role with an emphasis on onmi-channel parity in capabilities and member experience relative to traditional member channels such as our branch network and contact center. Eliciting and incorporating the voice of the member into UNIFY’s digital strategy and roadmap, relative to both existing functional gaps and new opportunities, will be essential to driving greater digital adoption and engagement.



    Major Responsibilities

    • Working in conjunction with the CIO/CSO, Chief Technology Officer (CTO), and key organizational stakeholders, establish and execute UNIFY’s digital banking roadmap to deliver exceptionally elegant and intuitive contextual digital capabilities and experiences to UNIFY’s members. Identify opportunities to drive digital revenue and reduce more expensive traditional expense loads.
    • Lead a digital banking team comprised of a business analyst, quality assurance analyst, UX design and experience analyst, project manager, and support staff to execute roadmap priorities in a timely and well planned manner.
    • In close partnership with the CTO and Digital Application Development team, design and deliver custom enhancements to our digital banking products and services to drive greater member consumption and adoption of our digital products and services.
    • Champion cross functional project teams from various departments across the organization to execute digital channel priorities and ensure prepared organizational readiness upon launch. Ensure all member touchpoints, including front line and back office staff, are well positioned to provide a superior member experience for the launch of new digital capabilities.
    • Drive and facilitate member engagement to assess digital pain points for improvement and identify new capabilities that enrich the digital experience of our members. Examples might include designing and implementing a member advisory board, identifying trends from support calls and cases, reviewing online chat dialogue, assessing feedback from our branches, and electronic messages sent from our members. Other examples include incorporating real-time and context sensitive app feedback capabilities, real time member satisfaction surveys, and promoting app reviews to assess opportunities to enrich the member experience.
    • Drive and promote awareness opportunities for members to learn more about digital capabilities to increase adoption of digital products and services. Examples might include a digital newsletter, “Did You Know” campaigns, or instructional videos within online and mobile applications. Partner with internal stakeholders responsible for first level support to continuously increase knowledge levels and promptly resolve member questions or issues.
    • Develop advanced dashboards and metrics for online and mobile applications to facilitate analysis of usage trends that provide additional insight into opportunities for improvement or new capabilities. An illustrative example might include success and abandonment rate of P2P transactions, volume trends, and average amount per transaction. Utilize data points to continuously evaluate the member digital experience and gain insights that can be translated into greater member loyalty, adoption, and retention.
    • Utilize techniques such as member journey mapping and other modelling methods to deliver products and services from the perspective of the member in order to glean potential points of frustration, anxiety and to ensure an exceptional member experience throughout the entire process flow.
    • In conjunction with the CIO/CSO and CTO, manage the relationship with our online banking vendor to continuously improve the member digital experience. Implement new releases in a timely manner, evaluate new and/or complimentary product and service options, expeditiously resolve problems, and promote new enhancement requests and opportunities by being actively involved in vendor advisory boards and user groups that impact the vendor’s roadmap.
    • Conduct product and market research to assess industry developments that ultimately translate into roadmap initiatives to position UNIFY competitively in the constantly changing digital banking landscape. Evaluate the rapidly evolving Fintech landscape for new potential partner relationships, including complimentary financial products and services. Capitalize and seize opportunities to drive new digital revenue, reduce expenses, and enhance digital relationship opportunities for our members. Develop a culture of innovation that solicits feedback and partnership with all areas of the organization to promote a digital first strategy and deliver exceptional digital experiences for our members.
    • In conjunction with the CIO/CSO, CTO, and other key stakeholders, evaluate opportunities in data science and analytics to further contextualize and personalize the digital experience for our members. For example, using data science and predictive analytics to uncover and capitalize on opportunities within our membership base to drive greater utilization of products and services.



    • 5-10 years of experience in leading digital innovation efforts and teams in the financial services industry. Previous credit union and/or retail banking experience preferred but will consider candidates from related industries.
    • A. or B.S. preferred, MBA highly desirable.
    • Outstanding written, verbal, and organizational skills coupled with the ability to cultivate relationships with key stakeholders across the organization.
    • Demonstrated track record in digital banking strategy and execution.
    • Proven track record in leading successful enterprise projects.
    • A religious and fanatical approach to user design and experience that is centered on the voice and perspective of the member. Preferably experienced with agile methodologies.
    • A strong commitment in never being satisfied with the status quo and will embody a growth mindset focused on continuous improvement and enhancement of our digital banking strategy and business.

    *Will provide competitive relocation package to Mesa, AZ or Allen, TX for the right candidate.


    See the UNIFY Difference!

    Competitive Compensation and Excellent Benefits Package* Includes: 

    • Medical (PPO/EPO/CDHP), Prescription, Dental (PPO/DHMO), Vision, Life, and Short- and Long-Term Disability Insurance
    • Dependent and Medical Care - Flexible Spending Accounts
    • Vacation, Sick, Personal and Holiday Pay
    • 401(K) Plan with employer match
    • Education reimbursement for approved programs
    • UNIFY banking privileges for you and your family

    *All programs subject to review and change

    UNIFY is proud to be a drug-free, equal-opportunity employer.  For more information on UNIFY, visit us at www.unifyfcu.com



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