Manager, Digital Banking Product - Digital Sales - Municipal Credit Union : Job Details

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

To help hard-working New Yorkers build better tomorrows

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Overview:The Digital Banking Manager for Digital Sales is responsible for supporting the “Always Digital” vision, strategy, roadmap, development, and launch of all MCU digital initiatives. Ensures that the Digital Experience delivers premier and robust capability for both the Member and Employee user. Be part of a Digital Team that ensures that members can bank when, where, and how they want across various platforms and devices, and provides for a similar employee experience. The Digital Banking Manager for Digital Sales will have an “Always Digital” and “Members First” mentality in pursuit of robust, innovative, secure, self-service digital offerings.

Responsibilities:

Specific duties include, but are not limited to, the following:

• Execute the Online Account Opening (Digital Sales) strategy ensuring the delivery of a high-quality online experience that supports our self-service and sales goals.
• Collaborate closely with cross-functional teams, including Marketing, Retail, Strategy, Product, Payments, IT to align online experience strategies with overall business objectives.
• Maintain a hyper-focus on member centric experiences and decision making that are always made with the member's best interest in mind, aiming to provide a consistent and delightful online experience across all digital properties.
• Collect, synthesize and analyze all voice of the member verbatim from the app stores(Google Play, App Store), Contact Center “expressions of dissatisfaction”, Voice of the Member Surveys, Social Media Reviews to proactively address trends.
• Partner closely with Contact Center and Retail Branch proper training and support for teammates with online origination platforms.
• Responsible for reviewing, evaluating, measuring and optimizing user experience optimization of all online origination platform capabilities and create roadmap with continuous improvement program.
• Responsible for analyzing metrics and key performance indicators such as conversion rates, process success rate, abandonment rate, time to open account.
• Stay informed about industry trends, competitor offerings, and emerging technologies
• Maintain a hyper-focus on member centric experiences and decision making that are always made with the member's best interest in mind across all digital properties.
• Provide members with sophisticated and elegant member experiences that deliver on the promise of the MCU brand, while achieving tangible business results, acquire, retain and delight members.
• Create products and solutions based on needs and understanding of existing and potential members throughout their lifecycle
• Incorporate data, research and market analysis to inform product strategies and roadmaps
• Partner with cross-functional teams including Member Support Operations, Product and Marketing to ensure application is supporting enterprise goals and objectives.
• Proactively identify anomalies, document and recommend innovative and efficient solutions.
• Evangelize product and features to internal and external stakeholders
• Ability to breakdown complex business problems and workflows into meaningful components that are understandable by various levels within the company
• Analyze the marketplace, customers, and competitors to determine the right product features and benefits

• Previous experience working within an Agile framework to manage projects project, roadmaps and teams.

• Perform other related duties as requested and special projects as assigned.

Requirements:

• Bachelor's Degree in a related field or the equivalent work related experience.
• Strong understanding of digital platforms and technologies
• 3+ years of experience in the financial services industry with a thorough knowledge of financial principles, front and back office processing and financial institution regulations.
• Demonstrable experience working in banking, account opening, online and mobile platforms
• Experience in end-to-end customer experience design, journey mapping and iterative innovation solutions.
• Collaborative and a passion for digital products - not just the way they work but how they feel to the end user. Deep understanding of customer journeys with proven ability to transform customer needs into actionable product roadmaps and requirements
• Experience defining market and product requirements, user research and AB testing, working with engineering organizations to rapidly deliver high-impact capabilities to market in a scrum/agile environment
• Experience in the Agile Product Development methodology
• Self-directed, resourceful, and adept working in ambiguous environments
• Possess exceptional written and verbal communication skills with the ability to create compelling positioning/messaging strategy and present complex information clearly and concisely
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision
• Excellent inter-team working skills to develop strong partnership with partner, tech team and operating at leadership levels
• Ability to inspire and partner with diverse individuals at all levels of the organization in a diverse, highly cross-functional and matrixed environment
• Strong working knowledge of Microsoft Office Suite (including: Excel, Access, PowerPoint, Project, SharePoint and Visio and SQL Server)
• Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
• Technologically proficient.

Why you'll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you'll bring the following

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity- We operate with the highest ethical standards and highest degree of honesty.

Belonging- We cultivate a culture of inclusion and teamwork.

Ownership- We take personal responsibility and hold ourselves accountable for the results.

What we can offer you:

Competitive compensation, medical and dental benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary:$115,000-$125,000/Annually