Digital Channels Manager – 1327535

Bremerton, WA

Digital Channels Manager


Kitsap Credit Union is hiring for a full-time salaried Digital Channels Manager to work out of our Harborside location in beautiful Kitsap County. This position is responsible for strategizing and growing the digital delivery of banking services as a complement to KCU’s branch and ATM delivery strategies. This role manages existing product delivery via digital channels (online, mobile, and tablet) and works with internal stakeholders to develop new delivery channels (such as voice and the Internet of Things), including the development of investment recommendations, business cases, and ongoing feature management. The position acts as the primary liaison between KCU and digital vendor(s), while working closely with internal stakeholders to ensure digital services are selected, configured, and implemented to meet KCU and member needs.

Reports to: Vice President, Payments 

Typical Job Duties 

·        Develop and maintain a digital product delivery roadmap that drives scale and channel Lead and manage the channel lifecycle from the conception of new features to release, iterative improvements, and maintenance to drive exceptional member experiences

·        Partner with business lines to research and evaluate new technologies, industry trends, and best practices to satisfy KCU business needs

·        Provide expertise and guidance to internal customers and business line owners to ensure that KCU products are delivered via digital channels to fulfill the needs of the members, remain competitive, and support the strategic initiatives of the credit union 

·        Act as liaison between external digital vendors and internal stakeholders to ensure business requirements are effectively addressed. Oversee the management of vendors to effectively address business and strategic requirements; this includes identifying new vendors and reviewing existing providers for continued strategic alignment. Maintain regular communication with vendors to learn feature directions, report and seek resolution of defects, and submit and monitor the development of requested feature enhancements. Serves on user advisory boards/committees to provide feedback and champion enhancements.

·        Utilize user personas, known points of friction, and journey maps to inform digital product delivery requirements. Scope project requirements to gain consensus on channel requirements from stakeholders and selected third-party vendors/systems

·        Oversee upgrades and new feature integrations. Actively engage with and lead internal and external resources on technology releases, upgrades and user acceptance testing 

·        Develop and manage digital channel budget, including explanations of monthly variances to budget. Prepare/facilitate estimates of implementation/ongoing costs, implementation/enhancement benefits, revenue and ROI and total cost of ownership (TCO) estimates, requirements, and support plans 

·        Develop analytics to manage utilization, cost, and other success metrics

·        Act as digital delivery channel lead on PMO projects for complex business line initiatives/projects to ensure projects are successfully completed on time and within budget


This role may be right for you if you enjoy being innovative and staying up to date on and implementing new and emerging technologies to accelerate organizational change. You pride yourself on your proven track record to drive key performance indicators (KPIs). Your previous employers are impressed by how you leverage your budgeting and operational expertise, and your previous co-workers talk about your ability to elicit feedback for continuous improvement and make impactful efficiencies. Your friends consider you a great coach and leader, and your family is proud of your ability to see the big-picture impact of small changes to influence decision-making. 


Basic Qualifications 

·        Bachelor’s degree in business or related field, or equivalent experience.

·        Minimum 5 years experience in the digital delivery of banking services, with expert knowledge of technology, payments, user experience, and industry best practices required.

·        Experience facilitating cross-functional teams to develop and manage a roadmap that optimizes cross-channel product delivery.

·        Ability to translate concepts into user stories/requirements, acceptance criteria, and test cases.


Who We Are

The Pacific Northwest is a great place to call home. That’s how we at Kitsap Credit Union have felt ever since we opened our doors in 1934 within the Puget Sound Naval Shipyard. Starting off as Navy Yard Metal Trades Credit Union, we’ve undergone a few name changes and our commitment to serving the community has never changed.


What We Offer

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family’s lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include:

Careers | Kitsap Credit Union (

·        Free onsite parking

·        Annual time off and sick time accrued

·        10 Paid holidays

·        2 Personal days

·        Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance

·        Employee Assistance Program

·        Choose from a PPO medical plan or a High Deductible with a Health Savings Account

·        3% KCU-funded Safe Harbor Contribution to your 401K

·        KCU will match up to 2% of your 401K contributions

·        All 401K contributions are 100% vested

·        Potential annual incentive in all roles within Kitsap Credit Union

·        Tuition reimbursement

·        8 hours of paid volunteer time off

·        Discounts on KCU’s products and services

·        Paid membership including backup childcare reimbursement

·        Paid RethinkCare subscription, a personal wellness and professional resilience program

We believe in the power of belonging – it’s in our DNA as a not-for-profit, member-owned cooperative. Our un-bank-like structure ensures that we remain all about people: our members, our employees, and the people in the communities where we live and work. We work hard to provide a collaborative and inclusive environment where you can grow and excel in your career.

We are dedicated to serving our members by providing personalized experiences, convenient access, and highly competitive products and services. But it goes much deeper than that. For more than 86 years, we have been relentless in making a positive difference in our communities. We understand that when our members and communities succeed, we all succeed, and that success can’t happen without great employees. If this is the kind of organization, you’re looking for.

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