What are the responsibilities and job description for the Digital Experience Manager position at TalentAlly?
Job Description
Redwood Credit Union is seeking a Digital Experience Manager, who will be responsible for the strategic development and ongoing management of the Member and Staff experience for The Redwood Group’s digital self-service channels, including web presence, digital banking, intranets, and knowledge base. This includes driving decisions on digital experience and usability with data and user research. Ensure projects and deployments are delivered on time, without defects. Ensure the availability, visibility, functionality, and quality of Redwood Group’s digital assets in both traditional and cutting-edge channels in the digital sphere.
Key Responsibilities
Program Management Leadership:
o Execute RCU’s Digital Experience strategy for technology-driven digital, self-service channels and intranet.
o Manage the Digital Experience staff responsible for functionality and content on the online channels.
o Collaborate with internal stakeholders such as Application Development, Data, Marketing, Branch Operations, and Senior Leadership team.
o Develop strategies and plans to increase Member and team member adoption of digital self-service channels.
o Oversee digital banking, website, and intranet vendor relationships to ensure delivery, service, efficiency, value, and brand standards are being met.
o Meet Member support needs of staff through solicitation of their input and potential enhancements.
o Educate staff on Digital Experience systems functionality.
Project & Performance Management:
o Partner with Project Management to ensure the Digital Experience projects are executed properly and within budgetary guidelines.
o Schedule, plan and implement Digital Experience projects while upholding Credit Union uptime and performance standards.
o Develop and review quality assurance standards in relation to Digital Experience systems to ensure system performance levels are met.
o Provide analysis (e.g., trends, key metrics) and project status to the leadership team
and business owners.
o Supervise the Digital Experience staff, including expectations, support, training, and accountability.
o Ensure the Redwood Group’s Digital Experience systems, processes and procedures are compliant with laws, compliance guidance and security standards.
User-Centered Design:
o Lead user-centered design efforts for both Member-facing and internal systems.
o Develop a user research practice that allows data-driven decisions to be made on questions of usability.
o Partner with project teams to ensure that key usability issues are identified and addressed by the Digital Experience team.
Tech Analysis & Security:
o Provide technical support and guidance for complex issues relating to the digital, self-service channel including digital banking, internet, and Intranet.
o Stay abreast of developments in digital channel service delivery, regulatory requirements, and best practices for online and mobile.
o Ensure effective SEO integrity, availability controls utilizing appropriate procedures and tools.
o Ensure department personnel follow RCU’s procedures regarding security of Member data.
Self Service Delivery Systems Development:
o Evaluate and analyze new and existing functionality to better serve the Credit Union’s needs.
o Draft technology plans and requirements for business needs and innovation.
o Evaluate, recommend, and deploy technology services and solutions to meet the needs of the digital self-service channel.
o Actively participate in defining the strategic direction and technology roadmap for RCU, manage new product development, collaborate with internal and external teams to develop and launch enhancements for corporate websites & intranets digital banking.