Chief Digital Experience Officer

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 innovation. In 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 union’s mission of serving its members and the communities they support.

Requirements

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 union’s 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 union's strategic goals for growth, efficiency, and member engagement.