Senior Digital Experience Specialist - Hybrid

Job Description

Description:

Position: Senior Digital Experience Specialist

Pay Range: $26.25 to $39.38

FLSA Classification: Non-Exempt

This is a hybrid position based at our headquarters in Arcadia, CA.

Who We Are: Foothill Credit Union is a full-service financial institution proudly rooted at the foothill of the San Gabriel Valley (SGV), serving members of our select employer groups (SEGs)—primarily in education, healthcare, and municipal government—as well as individuals, families, and more than 250 businesses in the SGV and surrounding areas.

Exceptional service is our promise to members. We've earned a prestigious five-star rating from Bauer Financial, placing us among the top institutions in our peer group. CUNA recognized us with the 2021 Member Benefits Top Performance accolade for delivering an average direct benefit of $690 per member household. During Q4 2024, we achieved the #1 ranking in overall return of value to members (ROM) among peer credit unions ($700MM–$1B) in California, according to Callahan & Associates.

As a dedicated community advocate, Foothill actively partners with local businesses and organizations to support meaningful causes. Through events, sponsorships, and fundraising efforts, we actively give back to the individuals and groups that make up the core of our community.

Benefits and Perks:

100% covered medical/dental/vision for employees

401(k) plan with match

Profit-Sharing Plan

Loan Discounts

Paid Holidays

Paid Time-Off

About the Role: The Senior Digital Experience Specialist is responsible for day-to-day activities and support of Digital Banking initiatives, including executing strategy, tactics, innovation, design, implementation, training, and member support. The role involves collaborating with internal departments and vendor partners to improve digital banking tools and member experiences.

This position is expected to contribute to developing new online products and features, perform data extraction and reporting, and participate in member training and marketing efforts.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required but may not be all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Digital Banking:

· Provide budget input for future online/mobile enhancements and APIs.

· Subject matter expert in collaborating with other technical areas and project management to resolve issues and implement additional technologies.

· Works with internal departments and vendor partner(s) support to resolve system issues and downtime; manages service tickets to ensure all issues are resolved promptly.

· Strategizes deployment of online banking/mobile roadmap items

· Support the other lines of Digital Banking business, including involvement in operational communication channels and implementations as delegated by management.

· Administer and assist in the execution of Digital Banking projects and tasks.

· Perform other back-office duties related to Digital Assets, products & and services.

Data Extraction & Reporting:

· Prepare monthly digital experience report for the Director of Marketing

· Review outstanding JIRA tickets to ensure timely responses and resolutions.

· Develops, tracks, and reports on system performance and feature/functionality utilization.

· Collaborates with other departments to develop dashboards and reports.

· Extracts data from online banking/mobile platforms to determine areas of improvement for member usage and penetration.

· Assist with daily reporting, monitoring, maintenance, and audit.

· Track and manage dashboards for digital solutions via voice of member feedback.

· Utilize Alkami's online/mobile banking back-end platforms such as JIRA, FLUX, and Confluence

· Document internal procedures and/or processes as directed by management.

· Track and report service outages and downtime

· File Maintenance

Member Digital Experience:

· Assist in deploying marketing assets within online and mobile platforms (interstitials, header cards, etc.)

· Review digital banking survey feedback and collaborate on effective ways to improve negative results, coordinate responses in collaboration with the Digital Experience Manager

· Work with internal departments and vendor partner(s) support to resolve system issues.

· Identify, recommend, and prioritize new features and applications in conjunction with department management.

· Systematically streamline processes.

· Contribute to the development of new online products and ongoing support.

· Perform research and recommend opportunities to improve the members' digital experience.

Digital Experience Development & Training:

· Manage digital banking test group and document feedback from testers and group meetings.

· Collaborate with the programming team to manage test Sym for online banking.

· Participate in marketing discussions and provide ideas to determine member and product acquisition strategies and cross-sell opportunities.

· Work alongside the Digital Experience Manager to develop team and member training and educational tools for website and mobile roadmap enhancements.

· Assist with the development of effective digital banking resources and assist with staff training.

· Collaborate with Marketing for member training, education, and marketing of new products and features as they become available.

· Prepare internal training tools for digital banking products and services.

· Coordinate staging environment testing for newly deployed features. Tracked and managed data collection from testers and reported findings.

· Identify test system issues, user acceptance testing, and report findings to the Digital Experience Manager

Requirements:

Experience/Education Requirements:

· High School Diploma or equivalent required

· Preferred candidate must have six (6) years of Customer Service/Sales Experience

· General knowledge of the credit union industry is desirable.

· Implementing/supporting e-commerce-related strategies, the mobile app experience is preferred.

· Understanding online banking products, including payments, money movement, and digital banking functions, is preferred.

· Familiarity with mobile and tablet application deployment preferred.

Other Essential Skills and Abilities:

· Excellent communication skills

· The ability to interact respectfully with people of various responsibility levels and authority is essential for maintaining professional relationships in the workplace.

· Dedicated to following and maintaining deadlines.

· Proficiency in Microsoft Office Products (e.g., Word, Excel, PowerPoint)

· Basic Mathematics Skills

· Excellent customer service skills

· Building internal and external networks is valuable for serving clients and potentially growing the business.

· Quickly assessing problems and devising viable and practical solutions is crucial for assessing issues as they arise.

· Maintain positive, professional behavior and image with credit union members, team members, management, vendors, community, etc.

· Ability to prioritize, adapt to change, and efficiently handle various tasks in a busy and dynamic work environment.

· Effectively handling individuals who may display unpleasant or discourteous behavior is essential for maintaining a productive and positive environment.

Ability, desire to foster and interact in a team environment, and willingness to contribute to team efforts

Foothill Credit Union is an Equal Opportunity Employer and does not discriminate against any team member or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, intersectionality, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Compensation details: 26.25-39.38 Hourly Wage

PI836aab857eaf-

Full-time

Hybrid remote