Dir, Tech Delivery-Digital & Mbr

The Director, Technology Delivery – Digital & Member Experience is a senior technology leader responsible for ensuring the successful design, development, implementation, and ongoing support of the technology solutions that enable the Digital and Member experience for the credit union. It includes online web, mobile, and digital experiences for the credit union’s consumer and small business members across all products (deposit, lending, wealth/investment, etc).

This role oversees the overall delivery of digital solutions ensuring they meet both member and partner experience expectations and regulatory requirements. The support will be a mix of both vendor provided and/or hosted solutions as well as internally developed solutions. The Director will be a close partner within the Chief Strategy Office and with business owners responsible for digital experiences to identify needs, translate them into technology solutions, and ensure effective execution.

The Director will be responsible for leading their team consisting of analysts, developers, and software quality resources by implementing disciplined and consistent delivery practices across their team. Lastly, this position plays a significant role in the annual IT budgeting and planning process, including updates and maintenance to the rolling 3-Year IT Operating Plan with regard to all aspects of Digital and Member Experience delivery.

Lead organization responsible for end-to-end delivery of digital technology initiatives from a design, development, and testing perspective ensuring projects are completed on time, within budget, and with high quality. Oversee teams responsible for digital and member experience applications and align roadmaps with 3rd party applications. Define and work with leaders on their team in implementing a consistent delivery process to measurable outcomes.

(30%)

Serve as a partner to the business units who drive digital and member experiences to develop application roadmaps that drive member and partner value in alignment to credit union strategies and priorities. Translate business requirements into scalable, secure, and compliant technology solutions. Ensure solutions are aligned with enterprise architecture and governance standards. (30%)

Responsible for routine maintenance of digital applications and ensuring solutions remain upgraded to supported versions. Maintain and execute on a backlog of break/fix items for applications to ensure timely remediation and continuously ensure quality in production. Engage on escalated production issues during the incident management process to remediate issues as well as follow up through problem management tickets to ensure future improvement.

Ensure proper telemetry and monitoring is available for support groups to oversee and report on the health of the technology application environment. Drive vendors in continuous improvement and stability efforts. (20%)

Serve as a trusted advisor to executive leadership on digital technology assets and solutions. Assign, prioritize, track, and review progress on tasks for assigned staff. Supervise, coach, and regularly review the performance of staff. Execute coaching improvement plans and make recommendations for promotions. Provide input to the IT budgeting and planning processes throughout the year. Participate in regularly scheduled IT Leadership Team staff meetings.

Manage vendor relationships related to digital services, and ensure vendor compliance with regulatory, contractual, and service level agreements. (10%)

Take part in Disaster Recovery and/or Business Continuity triage efforts as assigned or required by the BCP Command Team during a formally declared event. Address any internally and/or externally identified issues for his/her areas of responsibilities that are noted in, but not limited to, Risk and Control Self-Assessments (RCSA), internal audits, compliance reviews, and/or regulatory exams. Enforce appropriate IT policies and procedures needed to maintain the integrity of the credit union’s application system within their scope.

Ensure assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. (10%)