Job Description
POSITION DESCRIPTION IDENTIFYING INFORMATION Title: Digital Relationship Manager BASIC FUNCTION The Digital Relationship Manager is responsible for the strategy, performance, development, enhancement, service delivery and support of the credit union’s digital member experience. This leader is responsible for strategically deepening member relationships, frictionless onboarding, and risk mitigation for digital account opening. This leader ensures digital services deliver a seamless, secure, and high-quality member experience while aligning with the organization’s mission, vision, and principles. MAJOR ACTIVITIES Strategy & Performance Develop and execute strategies to grow member relationships through digital channels and our digital account opening. Establish performance metrics, monitor outcomes, and adjust strategies to optimize engagement and adoption. Translate data insights into actionable improvements across digital services. Lead strategic planning, forecasting, and execution of departmental goals. Digital Experience & Operations Oversee daily operations of the Digital Relationship Center to ensure consistent, high-quality service delivery. Ensure appropriate staffing, training, and performance management to meet service expectations. Continuously improve communication flows, processes, and service efficiency. Maintain strong operational controls to ensure compliance with regulatory requirements and risk mitigation. Leadership & Talent Development Hire, coach, and develop team members to achieve high performance and professional growth. Provide clear expectations, ongoing feedback, and accountability for results. Foster a culture of ownership, continuous improvement, and member-centric thinking. Serve as a mentor and escalation point for complex issues. Cross-Functional Collaboration Act as a liaison across departments to identify opportunities for member relationship growth (loans, deposits, referrals). Partner with internal teams to improve products, services, and digital capabilities. Support enterprise initiatives related to digital services and member experience. Issue Resolution & Support Lead resolution of escalated member and employee concerns with sound judgment and timeliness. Identify root causes of issues and implement sustainable solutions. Serve as a knowledge resource and coach for Digital Relationship Representatives. AI & Digital Innovation Responsibilities Lead the evaluation, testing, and implementation of AI-driven tools that enhance member experience, operational efficiency, and employee effectiveness. Design and oversee AI testing frameworks, including: User acceptance testing (UAT) Scenario-based validation Member experience impact assessments Identify gaps, defects, and optimization opportunities within digital and AI platforms; document and submit detailed tickets with clear problem statements, reproduction steps, and business impact. Partner with IT, vendors, and product teams to prioritize and track resolution of defects and enhancements. Drive continuous improvement cycles by analyzing AI performance, accuracy, and adoption trends. Support the build-out and evolution of AI capabilities across channels (chat, SMS, online banking, internal tools), ensuring alignment with business goals and member expectations. Establish governance and guardrails to ensure AI solutions are compliant, ethical, and aligned with risk management standards. Train and support staff in effectively utilizing AI tools to enhance productivity and member interactions.SE CRITICAL RESULTS Digital services deliver a consistent, high-quality, and frictionless member experience. The Digital Relationship Center is recognized as a high-performing, forward-thinking function. Operational plans balance member value, employee experience, and organizational risk. Projects, testing, and enhancements are executed efficiently and on time. Service issues are minimal, addressed promptly, and resolved with sound judgment. The department consistently meets or exceeds performance, productivity, and quality standards. QUALIFICATIONS Specialized or Technical Knowledge and Skills: Bachelor’s degree in Business, Finance, or related field preferred. 4+ years of experience in digital/electronic services and customer