Associate Digital Product Manager

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement–available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union’s family of employees.

Associate Digital Product Manager

ACCOUNTABILITY STATEMENT

As an Associate Digital Product Manager, you will be joining a passionate team working to redefine VyStar’s Digital Experience, where you will obsess daily over the member experience through data-driven analysis, validated learning, journey mapping, and experimentation to deliver digital innovation to VyStar’s members and employees. To succeed, you must be comfortable pushing big change by starting small, testing, and learning your way to something new. As well as possessing a bias toward action, you try things, and sometimes you fail. You can get around roadblocks and stay focused on your goals. We are looking for an inquisitive and strategic Associate Product Manager that is not afraid to roll up their sleeves to execute.

You will support the development and execution of VyStar’s user experience strategy for digital initiatives to ensure a seamless and efficient end-to-end digital member and employee experience. This role will require you to leverage qualitative and quantitative analytical skills to creatively solve for and build superior experiences that drive efficient, consistent, and effective digital experiences for every product and service offered in the digital channel. In addition to shaping the Digital Experience you will play a role in shaping process, building relationships between teams and championing user-centered design within the organization. Holistically, you are capable of strategic and operational thinking with an attention to detail to deliver on the goals and objectives of the digital strategy.

The position maintains a deep understanding of current and emerging digital banking, electronic payments, and overall financial technology to optimize experiences in the digital channel. The Associate Digital Product Manager partners with Information Technology (IT), Marketing and related business units in order to ensure the member experience is aligned with defined business goals. The position will assist in the development, monitoring, and analytics of Objectives and Key Results (OKRs) to measure and drive ongoing improvements based on data analysis.

The position will support VyStar’s mission to deliver remarkable service and experiences and will be critical to help reduce friction, increase engagement, improve loyalty, and drive enhanced profitability in the digital channel.

The Digital Product Management team is part of the larger Digital Member Experience (DMX) organization. DMX owns the experience for most member and employee-facing digital products including the public sites, Online & Mobile banking, Branch & Contact Center support systems, member acquisition and account opening applications. This is a rapidly growing, fast-moving team with strong investment and support from Senior Leadership. It is our vision to “develop and foster meaningful member relationships that empower and delight” through innovation, problem solving and an emphasis on doing what’s right for our members.

ESSENTIAL RESPONSIBILITIES

• Digital Experience and Product Management: Advocate for our members by working to create Digital experiences that are personalized and in-support of our members managing their financial life. Partner with internal teams to iterate the product and features based on member feedback and ensure the “right” features are implemented by leveraging member feedback, analysis of existing capabilities, and market data. Work to develop and manage a discipline to categorize all the Digital Experiences, inclusive of an inventory by channel and journey maps and update as needed. Execute plans to ensure VyStar’s Digital Banking experiences are on par with competitors and ensure market-specific differentiation where applicable. This will include providing direction, guidance, and translating business requirements to designers, IT, and other key stakeholders. This direction can include performing analysis, helping define requirements/user stories, working with teams to develop solutions to meet these requirements, and to test and deliver experiences that are always focused on being member centric. Work to ensure that the design of the product features and improvements are through a mobile-first lens while continuously testing and iterating in rapid development cycles. This will be inclusive of managing key digital products, their direction, impact to the organization and our member base through aligning with cross-functional leadership to leverage key initiatives in other areas of the business that could enhance the overall value proposition.
• Digital Project Management: Support the Digital Experience team in its strategy on the key strategic program initiatives that will drive the digital transformation agenda forward. Define project objectives by collaborating with respective business leaders and stakeholders. Ensure project objectives are aligned with the overall digital strategy. Manage the planning, execution, and delivery of project deliverables. Develop a comprehensive project schedule using inputs from project team members. Establish project timelines and milestones. Leverage project schedule to manage the work and track progress of task completion. Coordinate project related activities and manage the efforts of internal and external project team members. Communicate in a manner that provides clear, concise, and accurate information. Keep stakeholders and project team members informed. Provide timely and transparent project status reports. Assist Product Owners and participate in business and technical project meetings to ensure product solutions that are delivered put the member at the center while adding value to the organization. Build key partnerships with IT, Business teams, Marketing, and third-party partners. Install a cross team mindset that anticipates bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints. Assist in prioritization and management of the product roadmap throughout the process.
• Digital Analytics and Insights: Utilize a data driven decision-making process to critically evaluate the current performance of VyStar’s digital experiences and use the data to develop recommendations on potential changes and impacts to VyStar and its members. Manage reporting across qualitative and qualitative data for assigned Digital products, understand the underlying performance and accompanying member pain points to prioritize future enhancements.
• Digital Market Research: Keep abreast of key industry and digital trends through research, conferences, and vendor demonstrations to enable VyStar is continuously reviewing its and potential capabilities. Within this, will require competitive benchmarking of VyStar’s digital capabilities against key competitors and other key players in the industry.
• Digital Culture and Member Centric Mindset: Be a change agent that brings the discipline and focus that supports a shift to product mindsets to ensure we are solving for the needs of our members. Socialize the digital operating and interaction models across the organization to optimize collective efforts to deliver for our members. Evangelize digital and what it means to the organization by promoting dialogue and conversation on the value of digital through regular updates, road shows, and formalized forums.
• Knowledge, Skills and Professional Credentials: Maintain an understanding of VyStar’s overall business plan objectives, long-term strategic goals and current financial results. Annually, obtain continuing education hours, attend conferences, and stay abreast of developments in the digital space to continuously enhance thought leadership and digital product management knowledge and skills to bring new and innovative solutions, products, and processes that generate either direct changes for our members or spur much needed dialogue on bringing innovation in-house.
• Leadership & Behavioral Skills: Display strong written and oral communication skills when interacting with management and employees throughout the organization and when interacting with vendors and others external to VyStar. Develop collaborative relationships across the organization. Display initiative, attention to detail/accuracy, strong organizational skills and the ability to multi-task and meet established deadlines. Ability to quickly grasp concepts, analyze data and exhibit sound judgment and problem-solving skills. Maintain professional composure, objectivity and fairness when dealing with conflicts and sensitive matters. Contribute to the strong credibility and integrity of the overall Digital Experience function. Demonstrate due professional care, the ability to maintain confidentiality and the highest standards of professional competency. Display a strong sense of teamwork.
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

VYSTAR EXCELLENCE

Demonstrates each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

• Focus – Focus your full attention by carefully listening to and observing your clients or member.
• Connect – Consistently be friendly and approachable. Demonstrate you care.
• Understand – Listen empathetically and ask questions (70% to 30%).
• Counsel – Recommend solutions based on your client’s or member’s needs and objectives.
• Advance – Ensure that member’s or client’s expectations were exceeded.
• Verify necessary follow-up actions were completed.

JOB QUALIFICATIONS

EDUCATION

Formal higher education(Bachelors or higher) may be substituted with experience at a 2:1

EXPERIENCE

• 5+ years of experience in financial services in roles that they had to build a balance of understanding how the business operates and can translate into delivering and/or driving experiences for customers.
• 5+ years of experience in role with hands-on experience in the planning, execution, and delivery of project deliverables.
• 3+ years of experience in role with practical experience in process design and continuous improvement.

KNOWLEDGE, SKILLS & ABILILITIES

• A positive outlook, strong work ethic, and responsiveness to all internal and external stakeholders.
• Experienced in making hard data-informed decisions (A/B experimentation, user testing, data analysis, competitors and market analysis, defining metrics)
• Excited about building products in a rapidly changing landscape and good at sorting out ambiguity
• Comfortable working within the dynamics of a group and eliciting cooperation from internal and external resources at all levels
• Interested in how products work “under the hood” and are comfortable collaborating and discussing technical approaches and challenges with engineers.
• A strong desire to learn new things and are willing to push beyond your comfort zone.
• The candidate is an advocate for delight and emotion in their products
• Understands digital user experiences in financial services, or related industries, with an emphasis on applications to include digital banking, acquisition, loan applications, servicing and other product and service delivery.
• Knows how to inspire, motivate and support a team to get things done
• Strong verbal and written communication skills necessary to manage and share information effectively with others.
• Well-organized and has a great attention to detail.
• A compelling storyteller who can communicate in succinct and inspiring ways to a variety of audience types
• Strong analytical and systems-thinking skills
• A solid understanding of the financial services industry and the laws and regulations that govern and/or impact the credit union.
• A high level of interpersonal skills and social sensitivity are required. The candidate comes into contact with employees on all levels of the organization.
• The candidate is a resource to the organization and must be an effective listener and communicator. The candidate must set the example in attitude, behavior, and work ethic.

COMPUTER SKILLS

• Understanding of Design Systems/Design Languages and how to apply them
• Experience with Google Analytics/Adobe Analytics, Google Tag Manager (or other event-driven tag management tools)
• Experience with SQL or other query languages
• Experience with agile software management tools to manage backlogs of work items (e.g JIRA, Azure DevOPs, Roadmunk)
• Strong proficiency in Microsoft Suite (Word, Excel, PowerPoint)
• Understanding of APIs and how they’re utilized to build digital products

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources

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