Vice President of Digital Experience

Sheet Metal Workers Federal Credit Union proudly serves sheet metal workers and union members.

Our mission is to improve the financial lives of our members by providing trusted financial solutions, personal service, convenient access, and guidance that helps members save money, lower payments, reduce interest rates, and make confident financial decisions., The Vice President of Digital Experience is a senior, hands-on leader responsible for advancing the digital member experience at Sheet Metal Workers Federal Credit Union. This role leads the strategy, execution, and ongoing improvement of the credit union’s digital channels, making it easier, faster, and more convenient for members to do business with the credit union.

This position oversees the full digital service ecosystem, including online banking, mobile banking, the credit union website, electronic banking requests, online applications, digital forms, secure messaging, chat, co-browsing, video banking, and other assisted digital service channels.

The VP of Digital Experience serves as both a strategic leader and an execution driver. In a hands-on credit union environment, this person must be willing to wear multiple hats, solve problems directly, manage competing priorities, and keep digital initiatives moving. At the same time, daily member service continues without interruption.

Core Purpose of the Role

The VP of Digital Experience ensures that the credit union’s digital channels are simple, reliable, responsive, and member focused. This leader identifies where members experience friction, delays, confusion, or service gaps, then leads practical improvements that strengthen service delivery, member engagement, operational efficiency, and future growth., The VP of Digital Experience is responsible for:

• Leading the digital member experience strategy across all digital and assisted digital channels.
• Improving how members apply, communicate, request service, complete forms, and receive support digitally.
• Ensuring digital member requests are properly tracked, assigned, resolved, and responded to within service expectations.
• Partnering and collaborating with technology, lending, operations, compliance, marketing, branches, member service teams, leadership, and vendors.
• Identifying bottlenecks, service gaps, and process inefficiencies that impact the member experience.
• Driving digital projects forward from idea to execution.
• Supporting digital growth, member engagement, and improved operational efficiency.
• Balancing long-term digital strategy with immediate, hands-on problem-solving.

Ideal Leadership Profile

The successful candidate is a member advocate, analytical person, project leader, and digital service champion. They are comfortable working in an evolving environment where not everything is fully defined. They bring urgency, creativity, discipline, and persistence to the work.

This person must be able to move priorities forward even when obstacles arise. They should be curious enough to ask why a process is not working, practical enough to fix it, and disciplined enough to make sure improvements are completed and sustained.

Do you have experience in Vendor relationship management?, The ideal VP of Digital Experience should bring:

• A minimum of 7 years of progressive experience in senior management in digital banking, electronic services, financial services operations, member service, contact center management, product management, project management, technology operations, or a related field.
• Strong leadership experience in digital banking, digital service delivery, operations, or member/customer experience.
• A deep understanding of how members use digital channels and where friction can occur.
• Strong project execution skills with the ability to move initiatives from concept to completion.
• Comfort working in a hands-on, fast-moving, multi-priority environment.
• Strong cross-functional collaboration skills.
• Vendor management and technology coordination experience.
• A practical understanding of compliance, service standards, risk, and operational impact.
• Effective communication, follow-through, and issue-resolution skills.
• A creative, proactive, member-first mindset.
• The ability to balance strategy with day-to-day execution.

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, o 100% paid healthcare coverage for employees and eligible dependents:

§ Medical (Blue Shield of California or Kaiser Permanente)

§ Dental

§ Vision

o Paid Holidays

o Paid Vacation

o Employee Loan Discounts

Equal Opportunity Statement

Sheet Metal Workers Federal Credit Union is an Equal Opportunity Employer. We are committed to creating a professional, inclusive, and respectful workplace and to serving our members with integrity, care, and excellence.

Pay: $127,000.00 - $150,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance