The Digital Optimization Manager will oversee the digital branch including online and mobile banking. This position will be responsible for developing a digital branch strategy that increases member satisfaction, brand awareness and profitability as it relates to the digital branch and digital optimization. This individual will work closely with IT, e-Commerce, Operations and Compliance to understand the members wants/needs; the members pain-points as well as the upcoming market trends and behaviors. They will collaborate with various departments to drive and deliver fixes, enhancements, and new functionality to ensure the digital branch is working optimally, remaining relevant and delivering a satisfactory experience for the member.

This position will also work with marketing and front-line staff to advertise and market current and upcoming digital functionality and services to the membership. They will work with reporting and data analytics to build reporting and metrics around the digital branch to better understand the effectiveness and productivity

Essential Functions

30% 1. Develop an overall digital branch strategy to increase digital usage, members satisfaction and digital optimization. Working with IT, e-Commerce, and Operations to understand the current state of our digital branch. Meet with e-Commerce and Operations to understand current member pain points. Review outstanding digital projects on the IT Governance List. Research credit union/financial market trends and behaviors. Develop relationships with digital vendors and work with IT and the vendor to understand escalation processes. Get familiar with our online and mobile banking current by researching and testing the functionality personally. Identifying areas of improved optimization. Once the digital strategy is created and buy-in received from executive leadership, put actions in motion to deliver on that strategy. Continue to monitor the progress and effectiveness of that plan through member satisfaction and metrics. Revamp and revise as member behaviors and or market trends change.

20% 2. Increase the digital and product engagement through digital advertising, marketing, and content development. Research advertising trends, competitors pricing and products. Develop advertising and marketing content that will reach, attract, and retain members. Publish digital content on-line. Implement marketing promotion and campaigns relevant to the membership and community markets.

20% 3. Measure and Track results through reporting and analytics. Measure digital traffic. Report on growth & Analytics on campaigns and promotions. Scale campaigns/promotions to return on investment (ROI).

20% 4. Participate in the identification, selection and adoption of digital solutions in support of FFCU’s digital strategy. Provide cross-functional leadership and oversight for FFCU digital projects. Become a “product owner” for digital solutions providing advocacy for member users of our portfolio of digital products.

10% 5. Become familiar with compliance and legal requirements around campaigns, promotions, and marketing. Ensure all new products, services, marketing, advertising, and promotions are reviewed and approved by compliance prior and executive leadership, prior to implementation.

Qualifications

Education: BA in Marketing, Business or Computer Science preferred.

Experience: 4 years relevant experience in a marketing, business, computer science or financial industry. Proven history of driving and delivering results.

Knowledge, Skills, Abilities: Strong passion for exceptional customer service. Strong communication and interpersonal skills. Ambitious and Driven Individual who can deliver results with little supervision. The ability to research, identify root issues and deliver a resolution. Ability to work well with others and create engaged team participation.