Digital Banking Manager

The Digital Banking Manager is a key role responsible for shaping, delivering, and optimizing digital experiences across digital channels. Working under the leadership of VP of Digital Banking, this role blends strategic thinking with hands-on execution- using business analysis, customer insight, and technical understanding to create products that meet member needs, support operational goals, and drive ongoing digital adoption. 

Job-Specific Responsibilities:

Product Strategy & Roadmap

• Develop and maintain a product roadmap aligned with organizational objectives, market trends, and member expectations.

• Identify opportunities to enhance digital experiences, streamline journeys, and improve service quality.

• Conduct competitive analysis and monitor industry trends to inform product decisions.

Member Experience and Journey Optimization

• Lead the creation and refinement of digital member journeys, ensuring they are seamless, intuitive, and accessible across devices.

• Use data, insights, and member feedback to identify pain points and prioritize improvements.

Delivery and Execution

• Translate strategy into user stories, acceptance criteria, and functional requirements.

• Lead backlog prioritization and planning for digital initiatives.

• Validate and test product enhancements prior to deployment and coordinate launch plans with stakeholders.

Data & Performance Management

• Track KPIs such as adoption, usage, conversion, satisfaction, and operational impacts.

• Analyze data to identify friction points, validate hypotheses, and inform continuous improvement.

Stakeholder & Vendor Management

• Subject-matter expert for the credit union’s digital banking platform.

• Primary point of contact for internal stakeholders regarding digital features and enhancements.

• Manage relationships with digital banking platforms, fintech partners, and third-party vendors.

• Lead cross-functional initiatives that require coordinator across multiple teams, ensuring alignment and clear communication.

• Provide advisory support to frontline teams and internal stakeholders on digital banking processes and feature functionality.

• Ensure compliance with regulatory, security, and risk requirements.

People Leadership

• Lead and mentor team of Digital Banking Specialists involved in day-to-day management of digital platforms.