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JOB Objective (brief statement of the core job responsibilities to be accomplished):
The Senior Vice President, Digital is a transformative leader responsible for shaping California Coast Credit Union's relationship with its members, championing member-first thinking, and advancing digital innovation across the organization. This role sets the vision and strategy for digital and member experience, ensuring every member touchpoint — across all channels — delivers a seamless, personalized, and effortless experience. The SVP partners closely with technology, marketing, and operational leaders to translate member insight into action; day-to-day ownership of existing systems and delivery teams remains with those functions, with this role providing strategic direction, member advocacy, and cross-functional alignment.
DIMENSIONS:
Users Supported: 600+ User Workstations
26 Branches
25 Corporate Departments
Digital Banking Platform Members
Components Supported: Multiple redundant hybrid data centers
Multiple logging servers & vaults
Multiple Disaster Recovery environments
Payment-related technology environments
Multiple vendor connectivity to the core system
Fraud-related technology environments
Other appropriate business-facing systems, services
Hardware/Software Assets Managed: $1.5M+
Annual Capital Expenditures: $600K - $1.5M
Annual Service Contracts Administered: $250M - $350M
Supervisory Responsibilities (reporting structure):
This position reports directly to the Chief Information Officer. Key IT staff reports to this position.
- VP of Software Development
- Director of Digital Product Management
- Senior Digital Program Manager
- Digital Support Team
- Others as assigned
NATURE & SCOPE: (daily, weekly, monthly, and yearly tasks, duties, and responsibilities):
- Champion the member across the organization, driving both evolutionary and revolutionary change to meet evolving member needs and solidify the credit union's reputation as a member-first organization.
- Transform the member relationship from transactional to a true partnership, positioning the credit union as members' primary financial partner.
- Incorporate Voice of the Member (VOM) insights into digital and experience strategies, refining member journeys to deliver digital-first, consistent, and personalized experiences.
- Develop and institutionalize member experience metrics to measure success and ensure intended outcomes.
- Define the vision, goals, and mission for digital and member experience, inspiring the organization to support and execute new initiatives.
- Partner with cross-functional stakeholders, including Marketing, IT, Branch/Retail, and Operations, to align strategies and prioritize innovations that drive measurable business impact.
- Lead change management efforts to embed a member-first mindset across the organization, fostering alignment and accountability.
- Mentor and develop high-performing teams within the digital and member experience function, cultivating innovation, collaboration, and a results-oriented culture.
- Drive innovation across the end-to-end member journey, integrating physical, digital, content, and community touchpoints to enhance the member experience.
- Help shape the credit union's digital self-service and omnichannel strategy to deliver seamless interactions regardless of engagement channel, in partnership with technology and delivery teams.
- Leverage AI, automation, and analytics to identify opportunities for efficiency, improve member and employee experiences, and inform the future direction of tools and platforms.
- Partner on a frontline tools strategy, providing member-experience input on consolidation, elimination, and enhancement opportunities to maximize productivity.
- Support execution of digital and member experience initiatives, helping ensure milestones, timelines, budgets, and go-to-market strategies are achieved.
- Conduct competitive and market analyses to maintain awareness of advanced self-service and member experience practices within the financial services industry.
- Establish governance frameworks to align digital and member experience initiatives, ensure accountability, and track performance against business goals.
- Define and measure the ROI of digital and member experience initiatives, linking efforts to member retention, satisfaction, lifetime value, and operational cost savings.
- Regularly lead member experience reviews with senior executives and cross-functional peers, driving transparency, prioritization, and action.
- Develop structured feedback mechanisms to capture real-time member insights and continuously improve engagement strategies.
- Actively champion efforts to simplify and enhance self-service experiences while driving adoption of digital-first solutions.
- Perform other duties as required.
Education, skills, & abilities (qualifications and experience required for this position):
The Eight Superpowers
- Provides leadership through modeling behaviors and bringing forward new ideas and ways of doing things.
- Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
- Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
- Demonstrates grit, persisting in applying knowledge, skills, and behaviors to achieve goals and address obstacles.
- Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
- Applies creative problem-solving to provide clarity, handle resources under one's control, and address stressful situations; finds ways to meet the individual, team, and member goals by navigating through barriers.
- Share a diverse set of perspectives, work, and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respect and value the differences of others, including but not limited to national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company's success.
- Values and shows appreciation for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility, and fairness. Make each employee feel valued and supported for their unique qualities.
Other Education, Skills, and Abilities
- 15+ years of operational leadership experience.
- Bachelor's degree in a related field; Master's degree or MBA preferred.
- 10+ years of experience overseeing and working in a technology-enabled member/customer experience environment in a leadership role, developing and implementing digital, omnichannel support and communications strategies, including the use of automation, AI, and analytics for support and self-service.
- Experience in financial services or a related consumer-facing industry preferred.
- Track record of driving transformational change, achieving measurable business outcomes, and leading high-performing teams.
- Deep understanding of member/customer journey design, Voice of the Member/Customer programs, and the integration of AI, automation, and analytics into experience strategies.
- Strong ability to influence and collaborate across all organizational levels, balancing strategic vision with operational execution.
- Exceptional problem-solving, analytical, and communication skills with a focus on data-driven decision-making.
- Visionary thinker with the ability to inspire and align teams around a common mission.
- Resilient and adaptable leader capable of navigating complexity and driving change at scale.
- Passionate advocate for member-centricity and continuous innovation.
- Strong ability to develop strategy/business case and tactics, with a disciplined project management orientation.
- Proven experience building a culture of data-driven decision-making, action, and delivery.
MAJOR ACCOUNTABILITIES (major responsibilities of the position):
- Set the vision and strategy for digital and member experience, ensuring every member touchpoint delivers a seamless, personalized, and effortless experience.
- Champion Voice of the Member insights and translate them into prioritized digital and experience initiatives in partnership with technology and delivery teams.
- Establish and track member experience and digital engagement metrics, tying outcomes to retention, satisfaction, and business impact.
- Partner with executive stakeholders across Marketing, IT, and Operations to align strategy and drive a member-first culture.
PHYSICAL REQUIREMENTS (sitting, walking, climbing, lifting, etc.)
- Excellent ability to communicate verbally and in writing and tolerate periods of continuous sitting.
ENVIRONMENTAL CONDITIONS (indoors, outdoors, desk, etc.)
- Work is primarily performed within a cubicle office setting. Subject to standard background noise found in a cubicle environment.
Note: Staff is expected to perform various tasks, projects, and administrative duties as assigned.
Management reserves the right to assign or change duties and tasks to this position at their discretion.
Salary Range (annually)
$196,933.6390 - $262,578.1850
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