Digital Experience Manager - San Francisco, United States - SF Fire Credit Union

Description

Where it all began...

In 1951 SF Fire Credit Union first opened its doors from a modest 10′ × 15′ office space in 17 Engine.

It was from those humble beginnings—where everyone pitched in to help one another in their community—that the organization forged its way of business forever.

Today, the San Francisco-based credit union has grown to $1.7B in assets and a membership that extends from the regional firefighters we trace our roots back to throughout our many neighbors in San Francisco, San Mateo, and Marin Counties.

Our members benefit from the ideas and principles that have shaped us:
Shared trust, continuous innovation of products and services, competitive rates, and excellent member service.

These qualities foster a true sense of member-ownership and strengthen the credit union's bond with the people for whom this credit union was created.

What we stand for...

There are a few things we look for those we hire at SF Fire Credit Union, regardless of role or team.

First, do they align with our values?

We win together.

We are of service to members above all else.

We are authentic, transparent, and honest.

We challenge the conventional with creativity.

We embrace diverse voices.

Second, will they thrive in a culture like ours, where we default to trust, embrace feedback, and desire to innovate? Finally, do they share our vision to help empower members to accomplish their dreams and build lasting financial security in whatever way is most relevant to their role?

Lastly, we are a a community-focused financial institution dedicated to providing exceptional service and financial products to our members.

We believe in the philosophy of 'people helping people' and strive to empower our members through personalized financial solutions and education.

Our team is committed to fostering a culture of service excellence, and we are excited to offer an internship program focused on service within the credit union sector.

What it feels like...

Most days it feels more like going to work with a big family.

Whether it's a potluck lunch, baking birthday cakes for colleagues in the kitchen, or after-hours get-together, we're here to do a great job and have a good time while doing it We value a good sense of humor, are motivated by a higher purpose, and always bring an "in-this-together" attitude.

While we're driven to do great work, we also value real work/life balance.

Is This The Career For You?

The Digital Experience Manager will work for the well-being of Firefighters and those who support them by overseeing all aspects of our Digital Banking platforms.

This role will continuously work to improve our members' digital experience and their financial lives by providing the best solutions, life-long financial value and a world class experience with a focus on the following core values:


CREATE RELATIONSHIPS:
"Be the member, go the extra mile to WOW, done in One". Build strong relationships with members and fellow employees. Empathizes with those who seek their assistance and succeed in delivering exceptional service when meeting the needs of others.


TRADITION OF EXCELLENCE:
"Take ownership, be count-on-able, be the solution, quality in all we do". Readily assume responsibility and overcome obstacles to complete objectives which help the organization achieve its goals. Demonstrate a strong commitment to excellence by being dependable, meeting deadlines, and delivering high quality and error free work.


TEAM IS THE WORD:
"Respect and support each other, share in the success, celebrate". Build strong relationships within the entire organization, across all levels and departments. Treat colleagues with respect and prioritize success of the team over their own personal interest. Appreciate the contributions made by others to meet goals and share in the success when achieving them.

LISTEN, LEARN and


INNOVATE:
"Discover Your Potential, Make Positive Change". Actively seek opportunities to acquire higher knowledge and skills. Listen to the feedback of members and fellow employees and provide suggestions or ideas to address the issues or concerns they bring to our attention. Make positive changes by identifying products, procedures, or policies which need improvement and provide suggestions on how to do so.

What You'll Be Doing...

Key role in managing, planning, testing, and implementation of digital enhancements and software releases.

Leads and performs regular User Acceptance Testing (UAT) & QA (Quality Assurance) of new releases from our Digital Banking provider to ensure all related software, third-party solutions and Apps function properly.

This includes identifying issues, reporting them to our provider, raising awareness of critical issues with SF Fire CU's and our Digital Banking provider's leadership.

Demonstrates subject matter expertise in all matters related to Digital Experience's responsibilities, including Digital Banking platform, LOS' front-end, Chat platform, e-signature integrations and our ticketing system.

Manages and modifies client-side configurations (self-serve options) on our provider's Administration site; ensuring department's change management protocols are followed.

Identifies emerging trends in the industry by conducting research, analyzing member insights, and networking with others in the industry to ensure SFFCU's Digital services remain relevant, align well with SFFCU's strategic goals and meet our members' expectations.

Manages defects and Root Cause Analysis for implementation and member experience issues.

Identifies member experience pain points and ideates to find solutions.

Manages the consistency and "ease of use" metrics of our members' digital experience, ensuring an adequate level of attention is provided to our members' feedback, D-NPS (Digital NPS), D-MES (Digital Member Ease Score) and D-OSAT (Digital Overall Satisfaction) scores and App Store ratings and reviews.

Manages the Digital Experience team member(s), provides coaching and encouragement, technical support and conducts performance reviews. Covers day-to-day duties of staff, as necessary. Serves as Tier-3 support for the overall Digital Banking platform.

Builds & maintains positive relationships with SF Fire CU's FinTech partners who support our Digital Banking platforms while holding them accountable to meet SLAs (Service Level Agreements) and other contractual agreements.

Manages Delivery projects related to the successful implementation of newly enhanced features, custom enhancements, integrations, software releases.

Conducts Risk Assessments, assists with Audits and Exams, maintains vendor management documentation, ensuring proper due diligence of vendors are completed initially and in an on-going basis.

Builds collaborative relationships with the SFFCU team, including leadership and close partners such as App Dev, IT Service Delivery, Lending, Business Intelligence, Member Services, Marketing, Risk & Fraud, Operations, Cards and Payments.

Coordinates with internal teams such as App Dev and external development teams to enhance and maintain in-house tools and custom developed digital features.

Oversees any custom enhancement impacting our members' digital experience.

This includes applications using Single Sign-On (SSO), the Software Development Kit (SDK) and/or other custom developed software tools for Digital Banking.

Owns, maintains and establishes all Digital Experience's change management processes and procedure documentation. Produces training documentation and educational content for both members and staff.

Manages roles and permissions to Digital Experience's administrative portal including our Digital Banking provider's administrative tool, Customer Service Tool (CST) for Bill Pay support, MeridianLink, SF Fire CU's custom tools and any other tools provided to support our members.

Administers access and permissions to custom developed systems including managing any settings, ensuring connectivity and general availability, ensuring custom developed systems are included in disaster recovery and Business Continuity Planning (BCP).

Documents new features including conducting training efforts to ensure Contact Center and other support staff are properly equipped with the tools to support our members Digital Banking's needs.

Ensures written procedures are established and maintained on all "day-to-day" responsibilities.

In partnership with Risk, Compliance and Legal, ensures our Digital Banking systems meet regulatory compliance requirements.

Manages Digital Experience's assigned vendors, including conducting initial & on-going Risk Assessments and gathering Due Diligence documents, as prescribed by our Vendor Management department.

What We Look For In You...

EDUCATION and


EXPERIENCE:
College graduate or equivalent work experience. A Bachelor of Science Degree in Computer Science, MIS or Business, is preferred.

A minimum of two (2) years related experience in three (3) or more of the following areas:

2 years' experience working, hands-on with Digital Banking platform(s), in the following areas:

Development of online and/or Mobile platforms (iOS and Android Apps), managing integrations, administration of a digital platform, managing implementations of new software, User Interface (UI)/User experience (UX) design, business analysis, Product Management, website administration, Digital Banking technologies including A2A, P2P, Wires, evaluation and implementation of third-party software solutions and/or technical project management.

3 years' experience working in financial institutions.

Experience managing a team, a plus


COMPETENCIES:
Sound technical skills, analytical ability, good judgment and strong operational focus.

Knowledge and ability to work with iOS, Android and other mobile and online software applications.

Knowledge of HTML and commonly used Browser applications.

A well-organized and self-directed individual who is a team player.

An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills.

A good educator who is trustworthy and willing to share information and knowledge throughout the credit union.

A decisive individual who possesses a "big picture" perspective and is well versed in SF Fire CU systems.

Ability to effectively research, investigate, and offer solutions to issues that are more complex in nature.

Problem solving skills require thinking about immediate and future steps, recognizing decisions may or may not have previous precedent to draw upon.

INTERPERSONAL SKILLS:

The ability to motivate others and accomplish goals and objectives through influencing others is a material part of the job.

Obtaining cooperation (internally and/or externally) is an essential part of the job. High levels of trust and diplomacy are required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or can be of a personal, sensitive or confidential nature. Outside contacts are essential in fostering sound relationships with other entities (companies and/or individuals).


LANGUAGE SKILLS:
Ability to read and interpret general business periodicals, professional journals, technical procedures, and governmental regulations. Strong written and oral communication skills. Ability to effectively present information and respond to questions from the Leadership Team, managers, vendors, members, and other employees. Experience with the formats and protocols associated with business communications.


MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to calculate rates, ratios, percentages, and to draw and interpret bar graphs.


PERSONAL COMPUTER SKILLS:

Competency with a personal computer and proficiency with software applications designed for word processing (WORD), spreadsheets (EXCEL), presentations (POWERPOINT), scheduling (OUTLOOK), and other various tasks.

REASONING ABILITY:
Ability to solve problems in circumstances where there is limited documented instruction or procedures. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to sit most of the time, but occasionally moves to filing cabinets or other offices.

The employee frequently is required to use hands to handle or feel objects or documents, to operate a telephone and a PC, and to talk and hear.

The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.


SALARY RANGE

This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At SFFCU, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

A reasonable estimate of the current range is $101,000/Annual to $135,000/Annual.

Note:

This job description is non-contractual, or an exhaustive list and it may be added to or changed to from time to time.

Our Benefits

We have a competitive compensation and benefits package, but the true reward of working for SF Fire Credit Union goes beyond what you'll see on a paystub.

We genuinely care about our employees and we strive to invest in their professional and personal growth.

We're a relatively small organization with about 200 employees, so you can see the impact of your efforts and the value your contributions bring to our members and fellow employees.

401(k) and Employer Match

Health, Vision, Dental, STD/LIFE/AD&D and Life Insurance

Annual Incentive/Bonus Program

Tuition Reimbursement Program

11 Paid Holidays + Competitive PTO package

Home & Consumer Loan Program (Discounted Rates)

Professional development and training programs

On-demand personal coaching resource

Wellness Program (Discounted Gym Membership)

"Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records."

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