Chief Digital Experience Officer
Chief Digital Experience Officer
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Job Description
People First is seeking a Chief Digital Officer to join its team. The Chief Digital Officer (CDO) is a strategic executive responsible for driving the digital transformation of the credit union ensuring the organization remains competitive in a rapidly evolving financial services landscape. This position oversees the development and execution of a comprehensive digital strategy to enhance member experience improve operational efficiency and foster addition to digital leadership the CDO is responsible for overseeing and optimizing the performance of the contact center which includes phones text ITM and video banking channels ensuring seamless and high-quality service delivery to members across all touchpoints. The CDO will collaborate with other executive leaders to align digital initiatives with the credit unions mission of serving its members and the communities they support.
Essential Duties/Responsibilities:
- Identify and adopt emerging technologies (e.g. AI machine learning blockchain fintech partnerships) to improve products services and processes while maintaining a member-centric approach.
- Oversee the development and enhancement of digital platforms including online banking mobile apps digital payments and self-service tools ensuring they meet member needs and industry standards. Implement and manage modern contact center technologies (e.g. omnichannel routing CRM workforce management AI-powered chatbots) to improve member experience and operational efficiency.
- Oversee the credit unions public-facing website ensuring it is a modern effective tool for marketing member education and service.
- Enhance the end-to-end digital member journey by identifying pain points and implementing solutions to improve accessibility usability and satisfaction.
- Establish and monitor key performance indicators (KPIs) such as call resolution rates average handle time member satisfaction scores (CSAT) and net promoter scores (NPS) to drive continuous improvement.
- Streamline contact center workflows to reduce wait times improve first-contact resolution and enhance operational effectiveness.
- Work closely with other C-suite leaders to ensure digital and contact center strategies align with broader organizational objectives. Develop and execute a comprehensive forward-looking digital roadmap that aligns with the credit unions strategic goals for growth efficiency and member engagement.
People First provides equal employment opportunity to all employees and applicants for employment. People First prohibits discrimination and harassment based on race color religion age sex national origin disability status genetics protected veteran status sexual orientation or any other characteristic protected by federal state or local laws.
Required Experience:
Chief
Employment Type
Full-Time
