Credit Union:

Red Canoe Credit Union

Region:

Longview, WA

Closing:

2/3/2026

Job Description:

ESSENTIAL JOB FUNCTIONS
Strategic Leadership & Roadmap Development

·         Develop and maintain a comprehensive strategic roadmap for digital banking, mobile platforms, and contact center telephony.

·         Align technology and strategy with the credit union’s business objectives, growth goals, and member experience vision.

·         Anticipate and evaluate emerging trends in financial services, fintech, and customer experience technology.

Architecture & Design

·         Define the architecture and platform strategy for digital and contact center environments, ensuring scalability, security, and integration across channels.

·         Partner with IT, Operations, and Digital Experience teams to design solutions that balance innovation, compliance, and member needs.

·         Establish governance models for vendor selection, technology stack decisions, and integration with core banking platforms.

Execution & Delivery

·         Oversee implementation of strategic initiatives, ensuring projects are delivered on time, within budget, and with measurable impact.

·         Drive adoption of advanced capabilities such as AI, self-service automation, omnichannel experiences, and digital identity/security tools.

·         Ensure ongoing optimization of platforms through member feedback, analytics, and continuous improvement practices.

Leadership & Collaboration

·         Lead cross-functional teams within digital and mobile banking, operational oversight of contact center environments, and vendor partnerships.

·         Serve as a thought leader and advisor to executive leadership on digital banking and contact center innovation.

·         Foster a culture of collaboration between member-facing staff and back-office teams to ensure technology investments translate into improved experiences.

 

OTHER CRITICAL JOB & MANAGEMENT DUTIES
·         Builds strong partnerships across the credit union and leads teams effectively through change.
·         Demonstrates an active coaching and performance-based leadership style.
·         Embraces a member first mentality within the operational oversight of digital and telephony business teams.
·         Utilizes data as a common place for decision making and influencing change.

 

BASIC REQUIREMENTS
·         Strategic and architectural thinking
·         Member experience and service orientation
·         Technology fluency (digital channels & telephony)
·         Change leadership and organizational influence
·         Business case development and ROI measurement

 

MINIMUM QUALIFICATIONS
·         Bachelor’s degree is preferred. Years of experience can be substituted for degree.
·         5+ years of progressive leadership experience in digital banking, mobile banking, and/or contact center strategy within financial services or fintech.
·         Proven track record of developing and executing multi-year technology roadmaps that drive measurable improvements in member experience and efficiency.
·         Strong understanding of contact center infrastructure (telephony, IVR, WFM, QA, AI/automation tools) and digital banking platforms (online/mobile).
·         Demonstrated ability to lead architecture discussions and align technology investments with strategic outcomes.
·         Exceptional communication, stakeholder management, and vendor negotiation skills.

 

JOB RELATIONSHIPS
·         This position reports directly to the Chief Experience Officer and may have daily contact with employees, management team, members, Board of Directors, and outside organizations.

 

ESSENTIAL MENTAL, PHYSICAL & ENVIRONMENTAL DEMANDS
·         General – The physical demands described here are representative of those that must be to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
·         Physical – Office mobility required. Approximately 20% standing, 70% sitting, 10% walking, as need demands. Possess sufficient manual dexterity to skillfully operate standard office equipment including a computer or typewriter keyboard, 10-key calculator, facsimile machine, photocopier and telephone. Other demands include talking, handling & reaching; seeing (corrected vision) and hearing in normal range. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. A telephone device to enhance hearing will be provided if needed. Occasional light lifting. The employee must occasionally lift and/or move up to 30 pounds. Periodic inter-branch or interdepartmental access may be required, including for distribution and access to various materials, equipment, meetings, etc. Storage and retrieval of materials, maximum reach required is 84 inches.
·         Mental – Mental effort required involving considerable organization, planning and analytical efforts with superior communication. General demands include: alertness, memory, observation, empathy, ingenuity, learning ability, problem solving; patience; initiative; memory; objectivity, creativity, speaking ability, reading and writing ability, judgment, persuasiveness, concentration, flexibility, precision, and auditory discrimination.
·         Environmental – Minimal discomfort from heat, dust, air conditioning. The noise level is usually moderate, including external road noise. Transport within remote branch and/or main office/facility may be single or multilevel (as required) including a variety of stairways, elevators, etc. Exposure to computer and other electronic equipment. Lunch/break area exposed to microwave; and, is located in basement at main office. Facility is 100% free of tobacco smoke.
·         Equipment – Essential equipment used includes, but may not be limited to: telephone, personal computer, other on-line computer terminal(s), calculator, office security systems. Non-essential equipment generally includes paper shredder, photocopy machine, facsimile (fax) machine, etc.