• Job Description

  Req#: 130314

  Job Details

  Level: Senior

  Job Location: Headquarters - Spokane Valley, WA

  Position Type: Full Time

  Education Level: High School

  Salary Range: $150,663.00 - $225,994.00 Salary/year

  Travel Percentage: Negligible

  Job Shift: Day

  Job Category: Banking

  Description

  VP Digital Experience Support

  Department: Digital Experience

  Exempt - Range: E17

  Report To: SVP Digital Engagement and Experience

  With the goal of enhancing lives, fulfilling dreams and building communities this position provides program, systems, process and project support to the digital experience and engagement across business lines. Duties are complex and focus on providing support with regards to Workforce Management, Quality Monitoring Programs, Knowledge Base, Training and Communications programs. This role is focused on delivering digital service strategies supporting front facing team members in the Digital Engagement Center, and other areas of the credit union.

  ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Contributes to the organizations mission statement and goals by providing the highest quality of service, treating each person professionally, with warmth, courtesy and respect, cross-selling additional services, and making a personal effort to make members feel they belong and are important to Numerica.
  • Leads and builds a strong team of analytical problem solvers focused in the areas of Workforce Management, Communications and Knowledge management, Training, and Quality Monitoring for the enterprise. Leads internal projects for the Digital Engagement and Experience organization. Prepares, processes and screens incoming and outgoing communication and correspondence to ensure proper dissemination of information. Assures discreet handling of all business matters and maintains confidentiality of information.
  • Supervises and implements efforts to promote innovation and efficiency gains. Reviews and implements process improvement programs designed to enhance the member experience, create efficient repeatable processes that lead to measurable outcomes.
  • Accountable for the forecasting and scheduling of digital engagement and branch teams. Utilize robust, best in class forecasting and scheduling soft wear to provide low cost, high touch member experience. Provides management level information and productivity forecast by observing contact patterns and predicted contact center and branch volume events.
  • Accountable for developing and implementing a Knowledge Management warehouse that enables front line employee to have access to meaningful information required to delight the member experience is an efficient, consistent, and delightful manner.
  • Ability to further develop current Video banking program that supports both in person and AI solutions that complement the member experience and KPIs of the credit union.
  • Accountable for developing and implementing Quality Monitoring Programs that are consent with the mission of the credit union and serve to provide a meaningful measurement of success as well as provide robust coaching and training opportunities.
  • Acts as subject matter expert for all project, conversion, and event planning to ensure volumes are understood, planned for, and do not negatively impact the member experience and provides technical guidance to the team.
  • Ensures teams alignment with the execution of Enterprise strategies and goals including planning for and executing on a holistic Omni channel approach to member engagement. Balances member experience between in person, phone, email, chat, and video banking.
  • Responsible for executive level and business line reporting in all channels to ensure performance is visible and accountable. Develops, monitors, and analyzes key performance indicators.
  • Leads RFPs and projects in the areas of Workforce Management, Quality Monitoring, Knowledge Base, Training, and Communications areas while ensuring strong vendor relationships. Creates and nurtures a culture of continues improvement, actively engaging employees and resources for the continuous improvement of the organization.
  • Interacts with staff (at all levels) in a fast paced environment, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality.
  • Prioritize and manage multiple projects simultaneously, and follow through on issues in a timely manner.
  • Maintains knowledge of and adheres to all BSA regulations and compliance standards on internal and external policies.
  • Effectively incorporates concepts of CARES Principles in daily behaviors and interactions: Connect Create a welcoming, energized, and warm environment, Ask Discover and confirm others needs to ensure they feel understood and known, Resolve Take personal and full responsibility for meeting others needs, Elevate Commit to long-term personal and organizational growth and improvement, Strengthen Invest in our Numerica community and beyond.
  • Other duties as assigned.

  SUPERVISORY RESPONSIBILITIES:

  None

  PERFORMANCE STANDARDS:

  Must have advanced knowledge of office and administrative procedures. Requires a high level of tact and integrity due to the great frequency of senior level internal and external contacts and regular exposure to confidential information. Detailed orientated with ability to work independently and prioritize workload. Energetic, responsive team player with the interest and initiative to work in fast paced environment. Consistently demonstrates a can-do and member service attitude. Expert in multi-tasking, organizing and prioritizing a must. Ability to learn and perform multiple tasks quickly and accurately. Deep knowledge of the Digital landscape, including current practices and processes. Ability to challenge current processes, identify gaps, and proactively research solutions.

  EDUCATION and/or EXPERIENCE:

  Bachelors degree with a minimum of eight (8) years experience in the following areas: analytical and reporting experience with the ability to demonstrate work experience supporting complex projects; leading workforce management teams; leading and motivating digital teams; experience with complex digital projects, translating concepts into actionable roadmaps; RFPs, Vendor relations, data conversions, and process improvement acumen. Deep experience working across business lines to enhance understanding and facilitate holistic results. Ability to develop productivity and sales forecasts by observing member behavior patterns. Highly developed understanding of systems and programs including Excel, Workforce Management and Forecasting Tools, Knowledge Management and Communications models

  LANGUAGE SKILLS:

  Ability to read and interpret documents. Advanced communications skills, in both written and verbal methods. Thorough knowledge of English grammar, business format and proofreading.

  INTERPERSONAL SKILLS

  A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities, companies and/or individuals, becomes necessary.

  CERTIFICATES, LICENSES, REGISTRATIONS:

  No requirement.

  OTHER SKILLS and ABILITIES:

  Ability to operate all equipment within an office environment. Knowledgeable about record keeping systems. Advanced skills in Microsoft and other software such as Word, PowerPoint, Excel and Outlook.

  The job description doesn't imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Managements request.

  Vice President (VP)

  • Collaborative/Altruistic
  • Execute Strategy
  • Problem Solving/Agility
  • Industry and Domain Knowledge
  • Change Agents
  • Risk Taking

  Vice President (VP)

  • Collaborative/Altruistic
  • Partner together for the benefit of the organization over the individual needs of departments.
  • Peer/competitive analysis to group discussion.
  • Execute Strategy
  • Diligently work individually and as leaders to create and achieve goals that support the entire organizations strategic focus.
  • Maintain and enhance Numerica's competitive position in the marketplace.
  • Problem Solving/Agility
  • Move swiftly to make the best decisions by seeking out information, while remaining cognizant of the organizations goals and strategic focus.
  • Act upon different variables as they arise in order to draw conclusions quickly and efficiently.
  • Identify external threats and ensure that Numerica reacts appropriately.
  • Industry and Domain Knowledge
  • Possess both a broad based industry and specific domain knowledge.
  • Apply a high level knowledge of processes to implement the strategic vision.
  • Change Agents
  • Help the organization transform itself by focusing on such matters as organizational effectiveness, improvement, and development.
  • Risk Taking Within Business Units
  • Boldly stepping out of the box.
  • Working through constraints to find a way to yes.
  • Entrepreneurial spirit.

  All Leaders

  • Empowering
  • Collaborative/Cooperative
  • Value Diversity and Difference
  • Role Model/Core Values/CML
  • Passion for Core Purpose
  • Accountable
  • Continuous Learning
  • Strong Moral Compass
  • Critical Thinking
  • Respectful/empathetic

  All Leaders

  • Empowering
  • Give employees the authority and power so they can take the initiative to make decisions and solve problems, making them stronger and more confident.
  • Collaborative/Cooperative
  • Partner and perform within and across business units to achieve the common greater goals of the credit union.
  • Bring relevant and big picture items to individual and group discussions.
  • Value Diversity and Difference
  • Value diversity by recognizing differences between people and acknowledge that these differences are a valued asset.
  • Seek out different points of view.
  • Role Model/Core Values/CML
  • Be the example for others to follow.
  • Define culture by living service standards, core values, and care principles.
  • Utilize CML training to create an enthusiastic, engaging, and warm environment.
  • Passion for Core Purpose
  • Through language, and actions, demonstrate commitment to enhancing lives, fulfilling dreams, and building communities.
  • Accountable
  • Honor agreements
  • Hold others to their commitments.
  • Continuous Learning
  • Continue to develop and improve skills and knowledge in order to perform effectively.
  • Adapt to changes in the work place.
  • Strong Moral Compass
  • Behave and make choices guided by accepted principles of what is right and wrong.
  • Critical Thinking
  • Exercise reflective thinking to organize, clarify, and raise the efficiency of ones own thinking, decisions, and work.
  • Recognize errors and biases in ones own thinking.
  • Respectful/empathetic
  • Identify with and understand another's situation or feelings.

  Numerica Credit Union Benefits and Perks -

  Learn more about our Benefits and Perks here- https://www.numericacu.com/globalassets/images/pdfs/employee-benefits-summary-numerica.pdf

  
  

  Numerica Credit Union is an Equal Opportunity/Affirmative Action Employer

  Numerica Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

  If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for purposes of participating in the application/hiring process with Numerica Credit Union. If you are unable or limited in your ability to use or access Numerica Credit Union’s career page at www.numericacu.com as a result of your disability, you can request reasonable accommodations by calling (509) 385-1660.

• About the company

  Numerica Credit Union is a credit union serving Eastern Washington state and the Northern Idaho Panhandle.

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