Description
Bethpage has a commitment to excellence and the highest standards of member service. Our values and behaviors are critical to the success and growth of the business and they were all created with a unique cultural foundation. To review our values and behaviors, please visit The Brand is You. Expected salary range for this position is $128,691-$160,863 annually. This position will also be accountable for the definition, analysis and tactical planning around digital MSAT/NPS. This will include the collaboration on planning for digital initiatives, definition of digital priorities in conjunction with the Digital Product and Digital Solutions Managers, and determination of where synergies exist across the consortium with our other credit union partners. Develop a plan and roadmap of initiatives focused on increasing awareness, usage and engagement of the digital channel. Collaborate with marketing on new campaigns to acquire and cross-sell members through the digital channel to broaden our reach and significantly contribute to member growth goals.
Responsibilities Include:
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Digital Banking Ambassador- Collaborates with all credit union departments and analysts, partners (OTS/S3) and consortium partners (SECU/Bellco) to promote digital . Analyzes member feedback and data provided through various channels including MSAT, Contact Center, Branches, Social and app store to determine solutions for enhancing the digital MX.
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Digital product development lifecycle - Define the process for analyzing data, defining areas of opportunity, testing new solutions, and measuring results post implementation. Leverage a User Centered Design discipline that will be responsible for: analysis of current user experience pain points, definition of user testing, creation of user research plans, execution of usability testing efforts and reporting of results.
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Digital Support - Monitor S3 Digital Support team to ensure acquisition and support processes and procedures are being followed while handling escalations. Develop reports that detail support themes, SLA's and & member satisfaction with support resolution. Define opportunities for operational efficiencies and call deflection. Create a program designed to "Always Teach Digital" for employees and members to ensure adoption and usage of digital capabilities.
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Digitization- Drive the definition of digital initiatives both member facing and externally that can drive operational efficiencies. This includes: the development of a roadmap for enhancements, the definition of departmental needs assessment, and the continued evolution of a digital discipline for employees.
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Digital Analysis- Define key metrics, scorecard and dashboard to represent digital channel objectives and results. Responsible for the definition and evolution of the digital ROI. Provide management with an in-depth analysis on channel usage and revenue against established goals. Manages digital budget and tracking against YTD goals. Analyzes Bethpage results against industry data.
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Digital Engagement- Establish a digital engagement plan that educates and promotes digital capabilities to increase adoption and usage for existing members. Define the on-site digital content strategy that leverages marketing content and help center to educate prospects and members on digital capabilities. Collaborate with Marketing to provide input to marketing plans, initiatives and brand campaigns focused on SEO, acquisition and integrated marketing campaigns that targets acquiring members through digital channels, supports business development and new segments.
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User Centered Design - formalize a User Centered Design discipline which will entail the establishment of the UCD principles, stand up of a usability lab and define the process for user research / testing methodologies.
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Computer Skills: Microsoft Office Suites Behaviors
Thought Provoking - Capable of making others think deeply on a subject
Leader - Inspires teammates to follow them
Team Player - Works well as a member of a group
Motivations
Peer Recognition - Inspired to perform well by the praise of coworkers
Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization
Education
Bachelors of Finance (preferred)
Bachelors of Computer Science (preferred)
Experience
5 years: 5+ Years Experience in Digital Finance or related
Experience managing/directing a results oriented Digital team
Will need to share results of prior engagement, efforts and initiatives demonstrating direct impact and influence of the candidates ability to drive results.
(required)
Forward Thinking (preferred)Collaborative (preferred)Detail Oriented (preferred)
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Bethpage Federal Credit Union
June 14, 2024