Westmark Credit Union · 2 weeks ago
Digital Experience Officer
Idaho Falls, ID
Full-time
Hybrid
Mid Level
3+ years expWestmark Credit Union is committed to providing a valued career experience and exceptional work/life balance for its employees. They are seeking a Digital Experience Officer to lead the transformation of their digital banking channels, ensuring a seamless and personalized experience for members across all digital platforms.
BankingCredit BureauFinancial ServicesInsurance
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
Qualification
Required
Bachelor's degree in Business Administration, Marketing, Information Technology, or a related field required; or an equivalent combination of education and experience
Minimum of 3 years of experience in digital experience management, UX, product ownership, or customer experience roles
Strong project management and prioritization skills with the ability to balance multiple initiatives
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
Preferred
Additional certifications or coursework in User Experience (UX), Digital Marketing, or Product Management are a plus
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
Benefits
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)
Company
Westmark Credit Union
Westmark Credit Union is a financial firm that provides banking, loans, investment and insurance services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Davin Garlick, CPA
Chief Financial Officer
Don West
Chief Information Officer
Company data provided by crunchbase