What are the responsibilities and job description for the Digital Experience Officer position at Westmark Credit Union?
Description:Discover the Westmark Difference!!Are you looking for a career? Do you want to be valued as an individual on a team? Do you want to learn, grow, and make a difference in your community? Westmark offers outstanding stability, a variety of career opportunities and exceptional work/life balance.· 60 % of our employees have been part of the Westmark family for 5 years.· 71% of our employees who have been part of the Westmark family for one year or more have received at least one promotion.· 85% of our managers were promoted from within the company.· Westmark has been in business since 1954 and has recently grown to over $1.6 billion in assets, 15 branches, and over 75,000 members!We also have some of the most impressive benefits in the industry:· Paid Time Off (3 to 5 weeks per year, depending on tenure) PLUS 11 paid holidays.· Excellent health insurance options for employees and family with shared premiums· 401k with 75% company match and 2% profit sharing contribution· Tuition Reimbursement and Scholarships· Employee Assistance Program (Free counseling and legal services)Position Summary: Under general direction, the Digital Experience Officer is responsible for leading the transformation of Westmark’s digital banking channels — including online banking, mobile banking, account opening, bill pay, and live chat platforms. This individual will serve as the owner and champion for the digital experience from the member’s perspective, ensuring every interaction is intuitive, modern, and personalized.Schedule: Approximately 40 hours within a Monday through Friday work week.Responsibilities: Serve as the voice of the member in all digital banking initiatives. Lead the strategic vision and roadmap for online and mobile banking, identifying opportunities to enhance usability, functionality, design, and personalization. Collaborate cross-functionally with IT, Marketing, Lending, Retail, and the Contact Center to develop and implement digital enhancements. Own and monitor the member experience across platforms such as Alkami (online/mobile banking), Payrailz (bill pay), MeridianLink (account opening), and Glia (chat/chatbot). Create member journey maps and identify friction points across digital touchpoints to drive continuous improvement. Prioritize and manage digital experience projects from concept through launch, including testing, implementation, and post-launch analysis. Track and analyze key metrics related to digital adoption, engagement, and satisfaction, translating insights into actionable improvement plans. Stay informed on emerging digital banking trends and innovations to inform the strategic roadmap. Partner with vendors to optimize system functionality and member-facing enhancements. Champion personalized, life-stage-relevant digital experiences that support members’ financial goals.Requirements:Qualifications: Bachelor’s degree in Business Administration, Marketing, Information Technology, or a related field required; or an equivalent combination of education and experience. Additional certifications or coursework in User Experience (UX), Digital Marketing, or Product Management are a plus. Minimum of 3 years of experience in digital experience management, UX, product ownership, or customer experience roles. Familiarity with online and mobile banking platforms; experience with Alkami, Payrailz, MeridianLink, or Glia preferred. Experience with value stream mapping and process improvement methodologies strongly preferred. Experience in financial services or fintech is a plus, but not required.Key Competencies: Growth in member adoption and satisfaction with digital tools. Increased usage of remote and self-service digital channels. Improved digital onboarding and engagement metrics. Clear ownership, accountability, and innovation in digital experience leadership. Strong project management and prioritization skills with the ability to balance multiple initiatives. Strategic thinker with a demonstrated passion for creating seamless, intuitive digital experiences. Excellent collaboration and communication skills; proven ability to work effectively across departments and with external vendors. Comfortable translating member feedback and usage data into action. Curious, creative, and committed to continuous improvement.Physical Requirements: Prolonged periods of sitting at a desk and working on a computer. Ability to occasionally lift up to 15 pounds (e.g., files, office equipment). Regularly communicates with others; must be able to exchange accurate information in person, over the phone, and via digital platforms. Ability to work in a fast-paced office environment and meet deadlines. Occasional travel to branch locations, conferences, or vendor meetings may be required.Westmark Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.