Assistant Vice President of Digital Experience Sheet Metal Workers Federal Credit Union Position Title:

Assistant Vice President of Digital Experience Employment Type:

Full-Time /

Exempt Location:

Livermore Salary Range:

$100,000 - $115,000 About Sheet Metal Workers Federal Credit Union 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. Position Summary The Assistant Vice President of Digital Experience is a hands-on leader responsible for supporting and advancing the digital member experience at Sheet Metal Workers Federal Credit Union. This role coordinates the execution and ongoing improvement of the credit union's digital channels, helping make it easier, faster, and more convenient for members to do business with the credit union. This position oversees the day-to-day performance and improvement of the 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 AVP of Digital Experience works closely with the President/CEO and leadership team to translate digital priorities into practical plans, coordinated workflows, and completed initiatives. In a hands-on credit union environment, this person must be willing to wear multiple hats, resolve issues directly, manage competing priorities, and keep projects moving while daily member service continues without interruption. Core Purpose of the Role The AVP of Digital Experience helps ensure 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 and coordinates practical improvements that strengthen service delivery, member engagement, operational efficiency, and sustainable growth. Key Responsibilities The AVP of Digital Experience is responsible for: Supporting the development and execution of the digital member experience strategy across digital and assisted digital channels. Managing the day-to-day performance, coordination, and continuous improvement of the credit union's digital service channels. Improving how members apply, communicate, request service, complete forms, and receive support digitally. Ensuring digital member requests are tracked, assigned, escalated when necessary, resolved, and responded to within service expectations. Leading assigned digital projects from planning through implementation, testing, launch, follow-up, and post-implementation improvement. Partnering and collaborating with technology, lending, operations, compliance, marketing, branches, member service teams, leadership, and vendors. Monitoring service levels, member feedback, channel adoption, completion times, recurring errors, and other indicators of digital service performance. Identifying bottlenecks, service gaps, and process inefficiencies that affect the member experience or create unnecessary operational work. Coordinating vendor relationships, issue resolution, system enhancements, testing, and implementation activities for assigned digital platforms. Documenting workflows, service standards, procedures, ownership, escalation paths, and controls for digital processes. Supporting employee training, change communication, and adoption when digital tools, processes, or member service expectations change. Balancing longer-term digital priorities with immediate, hands-on problem-solving and timely escalation of material risks. Ideal Leadership Profile The successful candidate is a member advocate, a practical problem solver, an organized project leader, and a 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 while building alignment across teams. 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 improve it, and disciplined enough to make sure changes are completed, communicated, measured, and sustained. Essential Qualifications and Traits The ideal AVP of Digital Experience should bring: A minimum of 5 years of progressive experience in digital banking, electronic services, financial services operations, member service, contact center management, product management, project management, technology operations, or a related field. Demonstrated leadership, supervisory, project leadership, or cross-functional coordination experience in digital banking, digital service delivery, operations, or member/customer experience. A strong understanding of how members use digital channels and where friction, abandonment, delays, or service failures can occur. Strong project execution skills with the ability to organize work, manage dependencies, solve problems, and move initiatives from concept to completion. Comfort working in a hands-on, fast-moving, multi-priority environment and stepping into operational details when needed. Strong cross-functional collaboration skills and the ability to lead through influence, accountability, and follow-through. Vendor management, technology coordination, testing, implementation, or issue-resolution experience. A practical understanding of compliance, service standards, information security, risk, controls, and operational impact in a financial-services environment. The ability to use service metrics, member feedback, and operational data to identify priorities and evaluate results. Effective written and verbal communication, sound judgment, follow-through, and issue-resolution skills. A creative, proactive, member-first mindset and the ability to balance broader priorities with day-to-day execution. Benefits 100% paid healthcare coverage for employees and eligible dependents:

Medical:

Blue Shield of California or Kaiser Permanente Dental Vision Paid Holidays Paid Vacation 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:

$100,000.00 - $115,000.00 per year

Benefits:

Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person