POSITION PURPOSE
Delivers on University Credit Union’s core purpose of giving everyone in the University community a financial advantage by developing strategy, research, design, test, implement, manage and enhance products and services within the digital channels.
Responsible for every stage of key digital products and services in their life cycles, including strategy, design, testing, piloting, and implementation, as well as developing reporting for ongoing metrics to demonstrate adoption, usage, and trending.
Recommends and communicates plans and strategies to address trending issues regarding UCU’s online and mobile environments.
Responsible for working with third-party vendors to find resolutions to complex and escalated issues within UCU’s online and mobile environments.
Champions UCU’s digital products and services and subsequent enhancements as a trusted subject matter expert.
Drives innovation in the UCU digital service environment.
Keeps apprised of leading-edge technology and new offerings in the digital space through ongoing education and digital learning events.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Systems Analysis and Integrations
Develop, design, and execute the digital services strategic plan in collaboration with the leadership team to ensure their vision is designed, enhanced, and implemented.
Research, gather, and analyze technical and business requirements in support of business objectives.
Strategically analyze platform solutions to improve efficiencies, reduce operating costs, and/or optimize member experience
Ensure operational excellence through institutionalizing knowledge such as documenting specifications and mapping requirements for workflows, reports, data, and system integrations within UCU’s digital services environment
Document standard operating procedure documentation to ensure system and user integrity
SLAs and Incident Response
Reviews, analyzes, and reports on trending issues within UCU’s digital services environment.
Researches and resolves issues impacting departments.
Troubleshooting and Debugging
Strategically develop and deploy test scripts to refine and debug new and existing digital services
Ensures digital issues and applications are reviewed, tested, and resolved, and that the defects and/or enhancements are documented.
Innovation
Through strategic planning process, identify, recommend and assist with pilots and testing of new digital products and services
Independently perform continuous product gap analyses on new and existing digital products and services, identifying areas to improve or enhance member experience
Independently test-and-learn new consumer-centric digital experiences, both in the financial institution and non-FI space
Maintain ongoing education about cutting edge technology and new offerings in the digital space
Digital Services Champion and Subject Matter Expert
Serve as subject matter expert for all products and services within the digital services environment
Effectively communicate complicated or technical subject matter to non-technical teams
Consults on marketing campaigns displayed in the mobile app, online banking and email channels, in order to drive adoption and usage of key digital products and services
Collaborate, build, and maintain relationships with business lines, providing key performance indicators on how their products and services are performing in the digital channel (including but not limited to Payments, Contact Center, Marketing, IT)
Develop, deliver, and present training material for new or enhanced digital products and services to front-line staff
Data and Analytics
Create, manage, and maintain reporting dashboards associated with the adoption and performance of key digital products and services
Analyze data to identify patterns or anomalies impacting digital service quality.
Work with appropriate internal teams and/or third-party vendors to resolve identified issues
Other Duties
Complete other duties as assigned
QUALIFICATIONS
EDUCATION AND/OR EXPERIENCE
Bachelor’s degree (B.A./B.S.) or equivalent from four-year college or technical school; or five years of related experience and/or training; or equivalent combination of education and experience.
Financial institution experience and advanced digital or programming certificate preferred.
LANGUAGE SKILLS
Strong reading comprehension and writing skills
Ability to craft and deliver effective communication appropriate for different audiences
Ability to read, analyze, and interpret technical procedures
Ability to convey solutions to technical issues to a non-technical audience
Ability to translate non-technical requirements and high-level designs to a technical audience
Ability to write procedures, training material, reports and business correspondence
REASONING ABILITY
Demonstrated success in analytical problem solving, and strategic thinking skills
Ability to create reporting and dashboards based on standardized data practices, preferably in Microsoft Power BI and Microsoft Excel (or other industry-recognized reporting and analytics platform)
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to provide recommendations based on risk
OTHER SKILLS AND ABILITIES
Strong understanding of mobile and web/desktop technologies
Knowledge of UCU’s digital service environment (and applicable vendors)
Exceptional project management skills
A proactive self-starter and problem-solving attitude
Strong organization and time management; ability to prioritize tasks
Ability to work independently to manage multiple priorities within established time frames
Ability to effectively manage workload of multiple projects
Ability to quickly adapt and openly embrace change
Strong interpersonal communication
PREFERRED SKILLS AND ABILITIES
Experience in Agile processes and principles preferred
Thorough knowledge of financial services, banking practices, operations, and policies preferred
University Credit Union is an Equal Opportunity Employer
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