Chesapeake Financial Shares, Inc.

Digital Platforms Manager

City, State US-VA-Mathews, Gloucester, Lancaster, Williamsburg and Richmond
Address
Work within Market Area Locations
Category
Customer Service/Support

Overview

Chesapeake Bank-

Are you passionate about delivering great Digital Experiences?

 

Are you a strong leader that thrives on collaboration?

 

Chesapeake Bank, an innovative, employee focused community bank has a new opportunity to lead the direction of digital customer experiences across the enterprise. This department head position reports directly to the Chief Information Officer and partners with the leaders and teams in all business lines. In this role as the Digital Platforms Manager you will lead a group that will have ownership of robust online and mobile platforms, and get to work with diverse business groups to build new customer experiences to solve strategic problems. The team will drive the use of Design Thinking and Agile development methods, developing MVP’s to test concepts, and working with vendors to buy or build solutions. You will gather insights from customers, peers, and the industry and define priorities for change and development. Understanding and appreciating the importance of frictionless user experiences will be key, as well as knowledge of financial services.

 

Chesapeake Bank has a long history as a high performing company, ranking nationally as a Best Bank to Work For, and a top 200 community bank. Chesapeake invests in people and technology to deliver great customer experiences in person and online. Chesapeake puts great emphasis on the fact that we are only as strong as the communities we serve.  Therefore, we contribute dollars and hours of service to our local communities. All Chesapeake team members are expected to demonstrate and foster the core values of Team Work, Accountable, Professional, Customer Focused, Honest, Competent, Good Communicator and FUN!

 

Summary

This key role will provide leadership and management of digital customer facing platforms (online & mobile) for all of Chesapeake Bank and its affiliated divisions, reporting directly to the Chief Information Officer. The Digital Platforms Manager will lead a team to design and deliver new experiences leveraging Design Thinking concepts and Agile development frameworks. Development of new products and services will be done on a low-to-no code platform and in partnership with external vendors. The Digital Platforms Team manages and updates existing platforms to ensure features and user experience meet rapidly evolving customer needs and expectations. This role is ideal for self-motivated individuals who perform well in collaborative environments, are comfortable tackling ambiguous challenges and demonstrate a customer first mindset.

 

Application deadline is Sunday, April 11, 2021.

Responsibilities

  • Lead discovery/design work to create, maintain, and modify customer-facing applications and digital customer experiences. To include UI and UX.
  • Collaborate with leaders and teams from all business units to execute strategy for the use of digital customer facing systems including but not limited to online banking, mobile banking, online lending applications, online business and consumer payment solutions, and online wealth management tools.
  • Create and maintain Product roadmaps to illustrate high level strategy
  • Manage backlog to prioritize and track new feature and functionality enhancement requests to achieve the business line strategy and exceed customer expectations.
  • Lead the management and administration of digital platforms using best practices in change management and configuration management.
  • Manage relationships for the digital services provided from vendors such as Jack Henry, FIS, Finastra, and Q2.
  • Gather customer insights and feedback on existing digital customer experiences, new processes, and new features using focus groups, surveys, business line feedback, and other methods.
  • Build and maintain close collaborative relationships with all related business units, including specifically retail banking, lending, business development, Chesapeake Payments Systems (merchant acquiring), Chesapeake Wealth Management, and Cash Flow (accounts receivable lending)
  • Partner with Business Analytics team members to shape and maintain digital customer facing experiences built using Workflow Automation tools.
  • Partner with the Information Technology Department to ensure system updates and testing are performed using methods to ensure high levels of uptime and system performance.
  • Regularly attends relevant seminars and conferences, and actively participate in industry peer networking in order to keep abreast of current trends and new information regarding customer expectations and digital trends.
  • Understand the role as defined by the three lines of defense that includes risk management processes.
  • Lead Digital Platforms Team members, developing the staff for growth, and fostering a culture that reflects the Chesapeake core values of Team Work, Accountable, Professional, Customer Focused, Honest, Competent, Good Communicator and FUN!

Requirements

  • Minimum 5 years professional experience in digital platform management and/or product development.
  • Relevant training in Design and Development concepts such as Design Thinking, Agile Development, or other related disciplines
  • Experience in financial services strongly preferred.
  • Management experience preferred
  • Strategic thinker with the desire to tackle ambiguous challenges
  • Strong analytical and problem-solving experience
  • Excellent communication skills, verbal and written
  • Excellent time and project/product management skills, with the demonstrated ability to manage multiple large projects, simultaneously, under tight timelines
  • Professional and personable; ability to work constructively and collaboratively with colleagues at all levels.
  • Experience tracking emerging trends in user behavior and developing UX to serve user needs

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