Associate Vice President, Digital Experience

First Entertainment Credit Union is looking for an AVP, Digital Experience who will lead all aspects of and champion the success of all Digital Channels.  The position is responsible for developing both short-and long-term strategies and business plans for Digital Channels which are essential for the Credit Union to meet and exceed its financial, operational, and member goals. The ideal candidate will establish strategies to improve and transform the digital channels by maintaining an understanding of emerging industry and technology trends, leveraging knowledge to guide the application of remote technology solutions.

 

Embodying the Credit Union's core values, the AVP, Digital Experience drives innovation and promotes shared vision to support business growth across the organization. They will evaluate the effectiveness of digital channels; ensure the member experience including design, content, navigation, architecture, branding, performance, and functionality meets standards. The AVP, Digital Experience will work to ensure functionality of digital channels are aligned with membership demographics, needs, wants and Credit Union's strategies.

 

This is a full-time, hybrid opportunity reporting to the SVP & Chief Information Officer and is based in Hollywood, CA. The minimum and maximum salary range for this position is 166,599.66 $ to $249,899.49 in California. The target starting pay is between $166,599.66 to $208,249.58.

 

 

         Oversee all aspects of Digital Channels, including digital banking platform (Alkami), member/account/loan origination platform (MeridianLink), telephone banking (iTalk), ATM's, digital wallets, and some real time payments.  Assess the effectiveness of Digital Channels in delivering against diverse member needs and user-friendly experiences.

         Oversee implementation of large, multi-disciplinary & complex Digital Channels projects.

         Enhance functionality of Digital Channels by identifying, scoping and integrating operational processes and member activities into digital platforms.

         Lead strategies and participate in the development of marketing and advertising efforts related to the Digital Channels.

         Create buy-in for Digital Channels vision and prioritize the Digital Channels Roadmap.

         Lead technical and software development efforts to transform User experience and increase adoption of our Digital Channels.

         Plan the execution of UX changes by developing product/feature launch strategy with all pertinent departments' involvement.

         Utilize data to analyze member trends and develops plans to effectively meet the changing member needs within Channel with consideration to financial results. Evaluate usage statistics and member behavior; drives growth in usage and adoption rate.

         Conduct market research and analyze necessity of new products and services; recommend changes to keep products relevant and member friendly.

         Ensure availability of relevant guides, procedures and other written material designed to prepare staff for changes, increase their knowledge in products and respond to objections and complaints.

         Oversee the development of training and educational programs for new Digital offerings, enhancements for teammates and members.

         Maintain knowledge of financial industry trends relating to e-commerce, Online Banking, Mobile Banking and other related member-facing digital services and apply it to better our digital banking experience.

         Monitor and analyze channel metrics and member feedback or suggestions relative to digital banking services. Use data to drive continuous improvement on the member lifecycle and journey.

         Perform other duties as assigned.

 

At First Entertainment, your role and every role are essential to our Mission [We build lifelong financial relationships with the people in entertainment based on a deep understanding of how they live and work], Core Values [ Members First + Ownership + Integrity + Innovation + Inclusivity + One Team], and we expect you to uphold them.

 

         Bachelor's degree in marketing, Business, e-commerce or a technical discipline.

         Five (5) or more years of work-related experience in e-commerce, Digital Banking, Digital product/channel management and delivery of online/mobile consumer facing technologies with seven (7) years in a management role within a financial services environment.

         Knowledge of iOS, Android or other mobile & online software applications.

         Thorough knowledge of online, mobile and all other Digital Banking services.

         In-depth knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.

         Thorough knowledge of regulations applicable to essential responsibilities.

         Stellar ability to read, speak and write clearly to convey information effectively.

         Effective communication skills across all levels of audience.

         Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook), and Jack Henry (Symitar, ARCU).

-Rich healthcare benefits and retirement plans, including profit sharing opportunities.

-Market competitive pay and bonus earning potentials.

-Generous time off plans, including PTO, Sick time, holidays, Volunteer Time off, Paid Parental Leave and more.

-Robust Learning and Development programs to support personal and professional growth.

-Tuition and Education reimbursement program up to $5,250 annually.

-Commitment to DEIB (Diversity, Equity, Inclusion and Belonging) and opportunities to help make an impact on the communities.

-Employee-only financial readiness offerings (discounts on loan rates and fee waivers).

-Various stipends and accommodations to support an agile work model.

-Meaningful wellness programs through CALM subscription and employer-paid EAP as well as Fitness Reimbursement.

-Unlimited referral bonus earning potential up to $5,000.

-Team building and cross functional events throughout the year, and more!

Who We Are  

Named one of the top 10 Credit Union in California by Forbes, First Entertainment Credit Union has been the financial ally since 1967 for the creators of entertainment and those who support them. With more than 2.1 billion in assets and over 90,000 members, we are constantly looking for talents to help us build a high trust, high performance and workplace of choice culture while growing our business.   As a teammate, you will enjoy an inclusive workplace culture and an employer-of-choice environment.

 

At First Entertainment Credit Union we believe Your Story Matters and that includes our members, employees, community, and those interested in joining our growing team. 

 

First Entertainment Credit Union supports Pay Transparency   and considers many factors, such as your experience, skills, certification, location, job grade while determining your compensation package. Pay decisions are also guided by our financial means as well as analyzed against our internal equity. We are committed to competitive pay and offer benefits in accordance with our compensation philosophy.

First Entertainment Credit Union is also an Equal Opportunity Employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status regulated by law. If you need any reasonable accommodation to complete this application, please contact our People Operations team at  FirstEntPeopleOps@firstent.org .