AVP, Digital Banking Manager

Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $4.8 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us. As you might imagine, we provide competitive pay and great benefits, including:

• Bonus/incentives for all regular employees
• 401(k) with 8% company contribution
• Medical, dental, and vision insurance for employees and dependents paid at 80%
• PTO and paid sabbaticals
• Tuition reimbursement

General Summary

The role involves overseeing and managing the development of digital banking products and services at CFCU, focusing on mobile and online banking. This includes staying updated on emerging trends, member insights, and industry shifts to ensure the organization's offerings remain current and user-friendly. The objective is to create a consistent and profitable member experience across all channels, while fostering collaboration with internal teams, senior management, and key members. The job also entails defining product functionality, leading implementation efforts, continuously monitoring and improving the digital experience. Managing closure of functional and non-functional risk/issues impacting the product performance or operational efficiency is a key requirement. Keep abreast of emerging technologies and fintech innovations and ecosystem to drive product direction and strategy. Design thinking, ideation, prototyping and testing to deliver self-service digital experience will be essential. Additionally, the role involves monitoring market conditions, reviewing competitor offerings, optimizing digital products, analyzing performance metrics, and managing external vendors to enhance CFCU's digital banking capabilities.

Specialized Essential Job Function

• Provide oversight, management, direction for development of product and services offerings of CFCU’s digital banking platforms. This includes mobile banking, online banking.
• Identify emerging trends through assessing member insights, industry trends, and overall societal trends to ensure CFCU’s products and services are current, relevant and forward focused.
• Create a consistent member experience in all applicable channels where feasible, while increasing profitability and usage through simple and "easy to do business with" solutions.
• By building and utilizing strong collaborative relationships with Credit Union staff, senior management and key members/Advisory Groups, deliver a unified digital experience that is consistent with the goals and objectives of the organization.
• Work with internal partners, key stake holders and relevant internal departments to define and develop product functionality, features, and the roadmap for future enhancements that drive product adoption and performance. 
• Lead efforts to successfully implement changes in the mobile and online banking channels and continuously improve our digital experience.
• Work collaboratively with internal partners to develop technology strategies and implement product changes/enhancements.  Actively prioritize product backlog and participate in release planning activities.
• Act as the digital banking liaison in wider organizational efforts or projects that include a digital banking element. Monitor current product performance along with market trends and conditions, user feedback, competitive information and market research to determine the right feature set and continuously improve the digital banking offering.
• Regularly review competing systems comparing features, design and end user trends to identify new business opportunities, products and strategies. 
• Submit proposals to optimize and expand digital offerings and initiatives. Compile, analyze, and present performance metrics and identify keyways to optimize results.
• Work collaboratively with Learning and Organizational Development to develop organizational change-readiness plans and training for related products and services, including, when necessary, member-facing training.
• Participate in the management of multiple external vendors/providers of Internet and mobile banking products to leverage their products and services in CFCU applications. Participate and advise in the management of applicable vendor contracts, including initial contract review, renewals, and cancelations in accordance to contract timeframes, and monitoring vendor adherence to contract terms.
• Troubleshoot and resolve escalated member issues with appropriate staff and product vendors.
• Establish and maintain test environments and devices.  Assist in the testing and user acceptance of web pages and related applications & services.

Position Requirements

Education, Job Experience And Certification:

• Bachelor's degree preferred.
• Three to five years’ experience managing the development, implementation, integration, and performance of online and mobile banking technologies, including products such as P2P, A2A, bill pay, tax services, e-statements, wires, social media ties, etc. Experience with Tyfone, Zelle, Yodlee, MX is a plus
• Experience evaluating and implementing third-party product or service solutions.
• Program & Project management experience preferred.

Knowledge And Skills:

• Technical knowledge to thoroughly understand and , and related products and services.
• Proficiency in the high-level use of APIs such as SOAP and REST based integrations.
• Proficiency in UI/UX design
• Ability to quickly learn specialized software applications.
• Proficient in the use of basic applications in a Windows-based environment, including Excel.
• Proficient analytical skills and the ability to use data and market knowledge to continually measure, evaluate and optimize products to drive product innovation, sales and financial performance.
• Ability to create and deliver a business plan and strategy.
• Broad knowledge of credit union operations including functions, products & services and regulations.
• Ability to work effectively with members and employees at all levels in the organization. Ability to foster internal and external business relationships to ensure alignment with business imperatives.
• Ability to maintain complete confidentiality of member, employee, and Credit Union information.
• Excellent problem solving and troubleshooting skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to produce and interpret graphs.
• Moderate keyboard skills at 40 wpm and 10-key by touch.

Personal Attributes And Aptitudes:

• Ability to quickly learn specialized software applications.
• Performance that displays cooperation within and between departments, and with all individuals in the Credit Union.
• Conduct based on what is ethical, honest, and right for the benefit of CFCU’s members, the Credit Union, and other employees.
• Professional conduct, always treating members and coworkers with courtesy and respect.
• Bringing exceptional service to CFCU’s members and to other employees. Creatively solving problems and turning obstacles into opportunities. 

Competencies

• Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
• Initiative and self-direction.
• Ability to effectively communicate and collaborate with people at all levels.
• Sound problem-solving and decision-making ability, including the ability to prioritize. 
• Ability to understand and align with our core competencies through daily projects and tasks:

Growth Mindset

Diversity & Inclusion

Communication

Change Ready Leadership

Responsibility

Problem Solving

Tech & Data Savvy

Cu Business Acumen

Physical Demands

• Work involves extensive use of computers, up to eight hours per day. Appropriate vision, dexterity, and other physical abilities are required.
• May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds.
• Must be able to speak and present on the telephone and/or through digital means of communication, including but not limited to Zoom/Teams/or other video technologies.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Salary And Benefits:

Salary is based on qualifications and geographical location (Zone). Benefit information can be located on our Careers page here: https://www.chevronfcu.org/about-us/careers 

• Zone 1: $111,240.00 - $152,955.00
• Zone 2: $101,228.40 - $139,189.05
• Zone 3: $93,441.60 - $128,482.20 
• Zone 4: $88,992.00 - $122,364.00 

Equal Employment Opportunity Statement:

Chevron Federal Credit Union (CFCU) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status. CFCU participates in E-Verify.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 800-232-8101 for assistance.

CFCU Is CPRA Compliant for California Employees and Applicants, to review the Notice at Collection, click here. To submit a request, please refer to the Careers page for the CPRA Request Form.

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