Enterprise Member Experience - Member Digital Services Specialist

Job Title: Member Digital Services SpecialistStatus: ExemptReports to: VP - Member Digital Services ManagerDepartment: Enterprise Member ExperienceJob Code: 12038Pay Range: $113,500.00 - $125,000.00 Annually WHO WE ARE:Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.WHO YOU ARE:You are a deeply member centric strategist who naturally views digital experiences through the lens of member needs, behaviors, and outcomes. You are curious, analytical, and comfortable operating at the intersection of data, research, and storytelling—using insights to shape what should be done and why. Rather than owning the technical build, you thrive in roles where influence, clarity, and alignment matter most. You are adept at translating complex information—member feedback, usability findings, market trends, and business data—into clear problem statements, priorities, and plans. You bring strong judgment, balancing member value with feasibility, risk, and regulatory considerations, and you are comfortable navigating ambiguity in fast evolving digital environments. A strong collaborator, you build trust and partnership across IT, Marketing/MarTech, Operations, Retail, Risk, and Compliance. You communicate confidently with both technical and non technical stakeholders and can influence outcomes without direct authority. You are energized by improving self service, automation, and digital adoption, and you take pride in ensuring solutions are intuitive, secure, compliant, and aligned with Golden 1’s mission and risk appetite.WHAT YOU'LL DO: __Member Advocacy & Insight__ • Represent the member perspective in all digital initiatives by leveraging data, usability research, and member feedback to inform prioritization and planning decisions. • Translate member needs and pain points into clear problem statements, opportunities, and success measures. __Prioritization & Exploration__ • Support enterprise and LOB partners in prioritizing digital initiatives and enhancements based on member value, strategic alignment, feasibility, and risk considerations. • Explore new ideas, capabilities, and technologies by conducting discovery activities, competitive analysis, and industry research __Planning & Roadmap Shaping__ • Contribute to digital planning efforts by defining high-level requirements, use cases, and experience expectations that inform LOB delivery teams. • Help shape and maintain digital experience roadmaps, ensuring alignment with organizational priorities and member needs. __Oversight & Governance__ • Provide oversight and guidance to LOBs and delivery teams as initiatives move into execution, ensuring alignment to the original member intent, priorities, and planned outcomes. • Partner with stakeholders to monitor progress, risks, and dependencies, escalating concerns as needed to maintain alignment and quality. __Cross-Functional Collaboration__ • Collaborate with IT, Marketing/Martech, Operations, Retail, Risk, and Compliance to ensure digital initiatives are well understood, coordinated, and supported. • Serve as a connector between strategy, planning, and execution teams, promoting clarity and shared understanding. __Innovation & Automation__ • Identify opportunities for digital innovation, automation, and self-service that streamline member experiences and reduce friction. • Recommend improvements that enhance adoption, satisfaction, and operational efficiency. __Leadership Communication__ • Communicate priorities, insights, and plans to leaders across Golden 1, advising on strategies that support digital adoption for transactions and product acquisition __Compliance & Risk Awareness__ • Maintain awareness of regulatory requirements and inherent risks, supporting oversight and control activities consistent with the Credit Union’s risk appetite. QUALIFICIATIONS AND PREFERENCES: Bachelor’s Degree in Business, Marketing, Information Technology, or a related field (or equivalent experience). required 3+ years Digital product strategy, member experience, business analysis, or related roles focused on discovery and planning. required WHY JOIN US:Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=3278DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor. #LI-Hybrid