Digital Experience Manager

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. **Other Functions:** o Participate in functions and community events of The Redwood Group such as All-Team staff meetings, Leadership Team meetings, etc. o Participate in community events, community volunteer boards & associations. o Perform other duties as assigned. **Join us and discover why you'll love working at Redwood Credit Union!** **ABOUT REDWOOD CREDIT UNION (RCU):** At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad. As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all. **Why work for Redwood Credit Union?** • 25th largest credit union in the U.S. and the largest financial institution based in the North Bay • Recognized by Newsweek as one of "America's Best Credit Unions 2026" • Awarded a 5-Star Bauer Rating • Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2026" • Top Corporate Philanthropists (#24) - San Francisco Business Times • Voted Best Places to Work in the North Bay 20 years in a row • World-class Employee Engagement scores • Rated Superior in Service by more than 90% of Members, surveyed by SF Gate • Industry leading Net Promoter Scores across the U.S. ### Minimum Qualification: Knowledge, Skills and Abilities - Demonstrated knowledge of modern managerial principles, practices, and techniques. This includes thorough knowledge and ability to develop and manage budgets, plans, goals, and monitoring techniques. - Advanced knowledge of user-centered design principles and techniques. - Knowledge of internet security and security best practices within the financial services industry. - Advanced knowledge of web technology and software in relation to financial institution websites and banking. - Advanced knowledge of project management methods and procedures. - Proficiency in website design, HTML and variants and JavaScript development. - Ability to effectively drive multiple tasks and deadlines simultaneously. - Ability to supervise and coach team members. - Strong service focus, with demonstrated ability to interact and communicate with internal and external stakeholders, as well as Members. - Ability to work weekends and late nights when needed.