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Horizon Credit Union · 9 hours ago

Senior Digital Channel Specialist

Spokane, WA

Full-time

Onsite

Mid, Senior Level

$29.74/hr - $44.61/hr

3+ years exp

Horizon Credit Union is focused on enhancing digital banking services, and they are seeking a Senior Digital Channel Specialist. This role involves overseeing the delivery of digital products and services, optimizing digital channels, and collaborating with cross-functional teams to improve member experiences.

BankingFinancial ServicesLending

Hiring Manager

Lana Ryan 💭

Responsibilities

Provide channel support and consulting on organizational projects that meet the needs of Horizon Credit Union and business partners and relationships

Oversees digital banking and other digital products across responsive web and mobile apps for both individual and business members

Delivers an exceptional digital product and service experience for our members

Helps develop and articulates a clear digital product strategy and roadmap aligned with the Credit Union's overall business goals and member needs

Creates and manages a comprehensive product roadmap that outlines the vision and timeline for digital banking and digital channel product enhancements and new features

Assesses value, develop use cases, and prioritize enhancements to ensure work focuses on those with maximum value that are aligned with the product strategy

Conducts market research, competitive analysis, and stays updated on industry trends to identify opportunities for product differentiation and improvement

Collaborates to build action plans to increase digital channel usage and adoption among our membership and to attract new members

Collaborates with marketing for opportunities to cross-sell additional services through the Credit Union's digital services

Educate members and provide banking solutions utilizing product knowledge, service, intuitive sales, and delivery system knowledge in a digital branch environment

Engages with user experience and research teams to define and implement member usability testing, concept validation, and co-creation studies to gain insights and identify member needs and solutions

Monitors member feedback, behavior, and usage patterns to make data-driven decisions for product enhancements

Maps the member journeys to fully understand the member experience and their friction points to make and recommend improvements

Responsible for product launch and management through developing project plans, coordinating training needs, marketing needs, communications, and member support efforts to ensure a smooth rollout

Actively engage with and lead internal and external resources on implementations, technology releases, upgrades, and user acceptance testing

Monitors product performance and key metrics to identifying areas for improvement, optimization and to improve adoption

Prepares and presents reports related to operations, technology, service standards and other KPIs compared to best-in-class benchmarks for results reporting and analysis for improvements

Iteratively enhance the product based on user feedback, market dynamics, and technological advancements

Acts as a point of contact for stakeholders, communicating product vision, progress, and results

Collaborate with Vice President of Marketing and Digital Strategy to align product strategy with broader business objectives

Assist in responding to internal and external audits, responses, and report-outs related to channel content and oversight

Provide support and subject matter expertise to various strategic initiatives as needed and appropriate for assigned channels under management

Partner with business lines to research and evaluate new technologies, industry trends, and best practices to satisfy Horizon’s business needs

Communicate system and support challenges with appropriate vendors and track to resolution

Prepare and submit functionality enhancement requests relating to member and channel development

Compare vendor service offerings to highlight capabilities, implementation/ongoing costs, implementation/enhancement benefits, revenue and ROI estimates, risk, and resource estimates as well as timelines for implementation and updates

Works closely with vendors' designers to create intuitive and user-friendly digital interfaces that align with customer expectations and our brand identity

Qualification

Digital banking platformsProduct managementVendor managementData analysisMobile applicationsUser researchUsability testingProject managementCommunication skillsCollaborationProblem-solving

Required

Bachelor's degree in Business Management, Technology or related field required

A minimum of three years' experience in product management, digital channel management, payment systems, or commercial deposit or digital applications required