Patelco Credit Union

  • Director, Digital Product Management

    Job Locations US-CA-Pleasanton
    Req No.
    Digital Delivery
    Regular Full-Time
  • Overview

    We’re here to help people in communities throughout Northern California build financially healthy lives. We do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you’re looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.


    About Patelco Credit Union

    Patelco is a not-for-profit credit union, serving the financial needs and aspirations of more than 300,000 members. What we earn, we return to our members in savings from lower loan rates, fewer fees, and personalized service that focuses on transparency, simplicity, and trust. Our mission remains the same as when we started in 1936, to provide products, services, education and expertise that will empower our members to rise up and achieve financial freedom. 


    The Opportunity

    This role is core to the Digital Delivery leadership team and responsible for leading the strategy, roadmap and prioritization for transforming the way we attract, onboard and serve digital-first Patelco Credit Union members through our online channels.  This includes accountability for leading our digital product team, building a new user experience practice and leading our digital voice of the customer program.

    This role combines digital domain expertise with business strategy, data/analytics, user experience, member feedback and technology to inform how Patelco should leverage digital capabilities to achieve membership growth and satisfaction and make it easy for Patelco members to manage their financial life online. This leader is a strong operator adept in developing a product development framework and culture for delivering high performing digital services.

    The ideal candidate is customer-centric, passionate about creating great user experiences, technically savvy and a natural collaborator.  Their proven leadership experience demonstrates the ability to get results at both a strategic and tactical level and motivates the team to meet their defined goals.  They thrive on being a change agent, building a best-in-class product team while defining methodology that is best suited for the Patelco culture.  

    The candidate will have a deep understanding and proven track record of product management and user experience design with Web and mobile and can provide influential leadership towards the development of member-centric experiences.  In addition, will keep an eye towards the rapidly evolving digital landscape and provide leadership over advanced and emerging concepts, such as the role of artificial intelligence in product development and predictive personalization, to inform our forward looking roadmap.


    • Digital Strategy, Product Roadmap and Product Management: Develop the product strategy, lead the day-to-day management of those features/functions/ experiences, initiate and prioritize projects and create the go-to-market/business readiness plans.  Partners and collaborates closely with stakeholders across the organization to adapt and evolve our digital roadmap based on business needs, evolving digital and competitive landscape and member needs. Leads development of new features from concept to launch through the entire digital development life cycle – from research to ideation and prototyping to measuring and iterating.  Prioritizes the digital portfolio with a focus on delivering the most member value in the fastest time possible. This prioritized work forms a clear product roadmap for execution.  Establish framework for building out digital product function, developing artifacts to support product management, such as project concepts, product backlog, product roadmap and KPI dashboards.
    • Experience Design: Build/develop a user experience practice within the Digital Delivery department accountable for the experience/interaction design of our digital properties to create a frictionless, consistent experience across our digital ecosystem of Patelco-owned and partner sites. Includes leading user research and usability testing. Ensure adherence to consistent application of experience design principles across our digital ecosystem.  Oversee the creation of user experience and visual design systems, patterns and libraries.
    • Digital Voice of the Customer: Manage and analyze digital “voice of the member” feedback from all sources (Foresee, NPS surveys, etc) to incorporate insights into ongoing channel enhancements and product roadmap. Manage member feedback loop and outreaches.
    • People Management and Culture: Provide direct and strong leadership over a team of product managers, product owner and user experience designer – mentoring and coaching the team to ideate and deliver high quality digital products/services for our members by fostering a culture of end-user focused design thinking. Develop a more data infused culture using data to measure business KPIs and drive feature development.  Create a culture of continuous learning / test and react /fail fast mentality throughout the department.


    • Bachelor’s Degree
    • 5+ years of experience leading and motivating teams, including partnering across areas without direct supervisory lines
    • 10+ years of experience in the digital space, with a focus on digital product or service development and building digital banking experiences. In addition, experience in SEO, mobile technologies, development of high quality, customer centric digital design and user experience.
    • Experience running an integrated design & development team in an agile, design-centric, customer-focused environment
    • Proven experience of web & mobile development lifecycles and methodologies, including Agile Scrum as well as the technical aspects of the web and its capabilities
    • A consistent track record of successfully leading teams of product owners, product managers, development teams and interfacing with external design resources to build premier digital experiences in retail banking or financial services.
    • Solid understanding of user experience design and design-thinking best practices
    • At least 5 years managing consumer-facing mobile products (apps and mobile web)
    • Financial services and online banking experience strongly preferred
    • Experience using Google Analytics
    • A customer-centric mindset and passion for continually improving the end user experience.
    • Experience with Content Management, personalization, A/B testing technologies and tools.
    • A thought leader of online and/or mobile services, capabilities and trends
    • Thorough understanding and experience working in an Agile development environment
    • Demonstrated ability to operate both strategically and tactically
    • Demonstrated ability to deal with ambiguity and incomplete information
    • An ability to turn business strategy and analysis into user-friendly digital products.
    • Ability to think outside-the-box and proven track record of rolling out a combination of core + innovative products
    • Excellent verbal and written communication skills, particularly at the executive level to persuade, influence, and drive change
    • Proactive problem-solving skills; ability to anticipate obstacles and quickly generate alternate solutions/ideas
    • Creative self-starter with can-do positive attitude and a roll-up-your-sleeves approach
    • Excellent organization skills and attention to detail.
    • Proven ability to lead, build relationships, and work effectively in a highly cross-functional organization
    • Ability to consistently prioritize workflow with heavy emphasis based on business impact.



    Patelco Credit Union is an EO Employer - M/ F/ Veteran/ Disability




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