Take a leap and join our team!
At Gesa, we believe in the power of our people. Coming from all walks of life, our team members' individual stories and unique experiences are our most valuable asset. But it's how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.
Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.
Role Summary:
The VP of Digital Transformation reports directly to the Vice President of Member Fulfillment. This position is responsible for establishing and implementing a vision that ensures the delivery of an exceptional member experience across all digital channels. This individual is responsible for creating a holistic single experience approach in which all team members, business owners, and product owners collaborate regardless of function or responsibility to deliver a best-in-class member experience. Develops a strategic roadmap for all digital channels with an emphasis on reducing friction and creating an exceptional experience across all member journeys. Responsible for collaborating across departmental lines to ensure a consistent and positive member experience across all channels and points of contact while implementing strategies to increase efficiency and effectiveness. Develop and refine KPIs to evaluate performance against desired results. This role will work with Marketing leadership to develop strategies to increase digital adoption and self-service. Proactively collaborates with operations teams to improve processes across all digital channels. Support enterprise in change management efforts across the enterprise as it relates to digital, experience, innovation, and culture.
What You Will Be Doing:
- Proven track record and developing and executing on a strategic roadmap focused on improving the member experience across multiple channels.
- Proven ability to work across all business and departmental lines to foster a collaborative approach focused on delivering an exceptional member experience while expanding member relationships.
- Proven track record of leading organizational level change through collaboration and partnership that improves efficiency or increases revenue.
- Display leadership values such as mutual respect, trust and dignity, and act in the best interest of the credit union. Lead by example by always displaying solid ethics and integrity.
- Take a leadership role in collaboratively creating the strategic and visionary blueprint for the digital branch of the future. Creating a single branch that encompasses all digital channels that emphasizes a single point of contact and focuses on member experience and member relationship growth in all functions.
- Ability to create, manage and analyze a budget, forecast, service level agreements, continuous improvements initiatives, sales performance and incentive tracking.
- Understanding of the technology involved and the ability to partner with the digital product management team and the vendors to maintain and manage the technology from cradle-to-grave.
- Work closely with both internal and external partners to ensure an exceptional understanding of member experience while working closely with the internal and external experts to continually monitor and improve member experience.
- High level understanding of member experience, journey mapping strategies and the ability to lead journey mapping projects.
- Prepare for and participate in any crisis management situations.
- Prepare for and participate in any incident management situations.
- Oversight of member communications and product marketing across audio/video and digital channels.
- Understanding risk and fraud in the digital channels. Ability to implement mitigating controls.
- Understanding of compliance requirements of the digital channels and the ability to implement and maintain those requirements.
- Participate in leadership and executive discussions and planning sessions.
- Ability to present to internal teams, the executives, and the board.
- Coordinate and schedule product initiatives, training, and updates with staff; act as a liaison between strategic products, project management, and all the departments.
- Actively participate in recommending and developing strategies, procedures, process improvements, and programs consistent with credit union strategic goals and objectives.
- Consistently display excellent communication and listening skills with peers, members, and vendors.
- Run the organization as a business and prepare and provide monthly metrics.
- Manage expectations with team members and the organization.
- Maintain and protect all sensitive data utilizing the highest standard of confidentiality and professionalism.
- Consistently display respect for all areas of diversity and levels of knowledge.
- Must understand and perform Bank Secrecy Act (BSA) functions as applicable to job responsibilities.
- Attend credit union training sessions, conferences, or seminars as approved by supervisor. Maintain awareness of policies and regulations related to duties and responsibilities.
About You:
- Expert level knowledge of all internal processes, procedures, limits, technology, and all associated items that impact the member experience.
- Expansive knowledge of industry trends and best in class solutions.
- Lead and mentor small to large teams.
- Ability to lead large and complex projections to successful completion.
- To maintain deep knowledge of design, development, and implementation strategies of digital products.
- Deep knowledge of product sales and service. Also, familiar with member onboarding.
- To maintain up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
- Ability to work with other departments and influence vendor partners.
- To display respect for diversity. Treat people with respect, keep commitments, and maintain a high level of integrity.
- To effectively communicate and receive ideas and information.
- Ability to create and manage a departmental budget.
- Ability to run project implementations similar to a project manager.
- To possess and display excellent customer service attributes.
- To maintain a positive and professional image through effective verbal and written communication.
What You Will Need:
- Four (4) year degree (Bachelor of UX certification) or an equivalent combination of specialized courses and related training or relevant experience.
- Understanding of financial services and banking applications, especially the electronic & audio/video channels.
- Ten to 15 years of similar or related experience as either a technology product manager, sales and service manager or some combination thereof.
- Broad understanding of underlying technology platforms.
- Proficiency with standard office equipment, computer programs, product management software.
- Some travel may be required to fulfill duties, career development, and/or responsibilities.
Our Team Member Value Proposition:
In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:
- Competitive Pay
- Medical, Dental, Vision, and Life Insurance
- 20 days/year of Paid Time Off Plus 10 Paid Holidays!
- 401(k) Match
- Incentive Program
- Tuition Assistance and Student Loan Repayment
- Commuter Benefits
- Paid Time Off to Volunteer in the Community
- Product discounts
- Engaging Work Environment
- Rewards and Recognition Programs
Salary Range:
$175,495.14-$263,242.71
Get wise to what's possible with a career at Gesa. Join us!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation.
Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.
Selected candidate(s) must be able to pass a pre-employment credit/background check.
Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.
Equal Employment Opportunity (gesa.com)
