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WeStreet Credit Union · 2 weeks ago

Digital Experience Manager

Tulsa, OK

Full-time

Onsite

Mid, Senior Level

WeStreet Credit Union is seeking a Digital Experience Manager to oversee the digital banking projects and enhance member engagement. The role involves managing a team, analyzing digital performance metrics, and collaborating with various departments to ensure effective delivery of digital services.

BankingFinancial Services

Responsibilities

Direct responsibility for supervisory functions including hires, terminations, promotions, transfers, and policies for Product Management Analyst position. Work closely with Human Resources department on employee actions and conduct all personnel functions in accordance with applicable statutes

Provides ongoing coaching, feedback, and development opportunities for the Product Management Analyst to build skills, improve performance, and support career growth

Assist in the planning, managing, and delivery of online and mobile banking projects, including platform upgrades, deliverables, new feature launches, and digital initiatives

Analyze member behavior, traffic patterns, and conversion data to identify trends and improvement opportunities across all online banking channels and integrations

Owns the execution, tracking, and reporting of departmental performance KPIs, ensuring alignment with the strategic vision and objectives established by the Digital Experience Director

Conduct product testing, usability studies, and journey analysis to evaluate the impact of product and/or vendor changes

Partner with Director to prepare monthly and quarterly board-level reports that highlight online and mobile banking performance, digital adoption trends, and member engagement

Management of Digital Experience vendor communications regarding updates, releases, hotfixes, and documenting any follow-up action items required

Check system logs and dashboards for unusual activity, such as multiple failed login attempts, suspicious transactions, or abnormal access patterns

Owns the maintenance and accuracy of the internal digital knowledge base, ensuring documentation, procedures, and support materials are current and easily accessible to department staff

Manages the support ticket volume by handling overflow tickets from other Digital team members to ensure timely responses and resolutions

Serve as a credit union point of contact for Digital owned vendors, ensuring clear, timely, and professional communication

Consistently adhere to department policy and procedures, as well as internal department Service Level Agreements

Collaborate with the other departments across the Credit Union on different projects and strategic initiatives, including Marketing, Training, Retail, Compliance, and other impacted departments

Embody the Credit Union’s core values of Trust, Integrity, Teamwork, and Making a Difference and ensure direct reports embody these core values and apply them in daily

Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy act directives

Perform other duties as assigned and be available to work hours as requested

Qualification

Digital banking projectsKPI trackingUsability studiesVendor managementTeam collaboration

Required

Direct responsibility for supervisory functions including hires, terminations, promotions, transfers, and policies for Product Management Analyst position

Work closely with Human Resources department on employee actions and conduct all personnel functions in accordance with applicable statutes