Manager/Digital Member Experience

Who We Are:

At Community Financial Credit Union, we believe in more than just banking, we believe in people. We are looking to build a community of forward-thinking team members who share our values towards providing exceptional member experiences and financial empowerment through our best-in-class products.

We’ve been recognized as one of the Regional Best and Brightest companies for the last 20 years and nationally recognized since 2018. We have been certified as a Great Place To Work since 2023 and as of 2024, we were also recognized as the Best and Brightest in Wellness, reflecting our deep commitment to our team members and the communities we serve. 

About the role:

Technology becomes extraordinary when it feels human. The manager/digital member experience leads the credit union’s digital branch, our largest and most dynamic branch, where members experience connection, confidence, and care through every click, tap, and interaction. This leader ensures digital channels reflect the same warmth, belonging, and trust found in every branch conversation, creating experiences that meet members where they are and move seamlessly with them when their preferences change.

As the steward of our digital branch, this leader is accountable for growth, engagement, and excellence across our digital experiences. They move with urgency and purpose, connecting innovation with impact and ensuring every member touchpoint delivers simplicity, clarity, and joy. By partnering closely with the branch network and care center, the manager, digital member experience helps bridge the digital and human journeys, ensuring every interaction feels whole, intuitive, and unmistakably personal.

Guided by curiosity, empathy, and accountability, this leader transforms complex systems into empowering experiences that make members’ financial lives easier, stronger, and more inspired. Through collaboration, insight, and creativity, this leader brings our purpose to life, creating joy and igniting Michiganders’ impossible dreams.

This position has a starting annual rate of $103,100 but your offer amount may be increased with relevant work experience and transferable skills.  

A Day in the life of an Manager/Digital Member Experience can look like: 

• Lead with purpose and clarity.
   Serve as the primary point of contact for digital banking initiatives, coordinating priorities, projects, and partnerships to deliver seamless, member-centric experiences that reflect the credit union’s purpose.
• Champion the digital branch.
   Take ownership of the digital member experience, ensuring digital channels deliver the same level of care, connection, and excellence as physical branches. Build and sustain member engagement standards that guide growth across all digital tools, including partnered platforms. Drive measurable growth in adoption, activation, and satisfaction, tracking engagement against organizational goals and holding digital performance to the same standards of excellence as branch operations.
• Ensure accountability and growth.
   Use data and performance dashboards to monitor key engagement metrics, identify opportunities for improvement, and ensure the digital branch meets growth, efficiency, and experience goals. Celebrate progress with a Huzzah and address challenges with courage and curiosity.
• Connect digital and human experiences.
   Ensure interactions transition seamlessly between in-person, phone, and digital channels, creating experiences that meet members where they are, even when preferences shift mid-interaction. Partner with branch, care center, and experience leaders to design connected journeys that feel whole, intuitive, and human.
• Bridge innovation and integration.
   Coordinate the smooth transition of new digital capabilities from innovation to ongoing operations. Lead testing, communication, and readiness efforts to ensure pilots and prototypes are refined, adopted, and integrated seamlessly into the member experience. Turn innovation into sustainable, member-ready solutions that deliver lasting impact and measurable results.
• Deliver operational excellence.
   Oversee the day-to-day performance, reliability, and optimization of digital platforms. Partner with internal teams and external vendors to ensure functionality, security, and compliance, minimizing friction in member journeys.
• Leverage data for insight.
   Monitor and interpret data across digital channels to inform priorities, track engagement, and identify opportunities to improve ease of use, satisfaction, and member connection.
• Collaborate across teams.
   Work closely with branches, the care center, marketing, IT, innovation, and business intelligence to align efforts, share insights, and create a unified member experience across all touchpoints.
• Guide improvement and adoption.
   Lead digital enhancements, testing, and implementation of features that simplify the member experience. Ensure members and employees are informed, supported, and confident through every change.
• Challenge the status quo.
   Act as a catalyst for progress, encouraging teams to embrace change, iterate quickly, and deliver innovative solutions that strengthen member relationships and impact.
• Solve with heart.
   Respond to digital challenges with empathy and urgency. Partner across teams to resolve issues thoughtfully, ensuring members feel heard, supported, and valued through both light and dark moments.
• Model curiosity and learning.
   Stay engaged with emerging trends, technologies, and member behaviors. Encourage a culture of continuous improvement, experimentation, and adaptability that keeps the digital branch thriving.

What you bring to the table:

• High school diploma or equivalent.
• 4-6 years of leadership experience.
• Minimum 3 years of project management experience.
• Ability to transition from high-level strategic planning to detailed service delivery issues.
• Proficiency using Excel, Word, and Outlook.

You might also have: 

• Bachelor’s degree in business, marketing, or communications.
• Minimum 3 years of financial industry experience.
• Experience in online banking or digital channels.

We believe in creating a Culture of Belonging guided by our core values: Relentless Care, Hustle & Grind, Huzzah! and Curiosity.

As a team member of Community Financial, you’ll enjoy:

• Comprehensive medical, dental, and vision plans 
• Four weeks of PTO for all full-time team members  
• Up to 12-weeks paid paternity/maternity leave
• Lifestyle Accounts to help with your personal wellbeing 
• Family Health Benefits 
• Paid time off to observe all Federal Holidays 
• Flexible work options, including flex scheduling and work from home for many positions
• A generous 401k match 
• Numerous employee engagement activities 
• Community Resource Groups 
• Paid time off for occasions such as volunteering, caregiving, and family events 

Contact/application information:

If this description appeals to you, please submit an application! A member of CFCU’s Talent Acquisition Team will be in contact with you shortly! 

Equal Employment Opportunity Policy:

Community Financial Credit Union is an equal opportunity employer (M/F/D/V). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, gender identity or expression, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable Federal, State or local laws.  

Disclaimer:

This job posting highlights some of the most critical responsibilities and requirements of the position. There may be additional duties and responsibilities that are not listed above. A Talent Acquisition Specialist will be sure to discuss the role in further detail should your application be selected to move forward. 

Please note that Community Financial Credit Union does not involve Artificial Intelligence (AI) when evaluating applications. Applications for this position are reviewed by a member within the Talent Acquisition team. We are dedicated to providing an equitable and thorough review of all submissions and look forward to additional connection as the recruitment process continues!