Job Description

The Omni-channel & Growth Product Owner is a strategic and execution-focused role responsible for delivering seamless, cross-channel and mono-channel experiences for alternative channels as well as reasonability for digital functions that drive measurable growth. This role supports the credit union’s mission to deepen member relationships and expand engagement through innovative, experience-driven solutions.

• Implement, manage, and optimize alternative engagement channels including chatbot, SMS, video banking, and IVR, ensuring each channel is aligned with member needs, operational goals, and compliance standards. This management will balance member needs, expense and internal growth goals.
• Design and deliver seamless cross-channel experiences that enable members to move effortlessly between digital and human touchpoints, ensuring continuity, personalization, and satisfaction throughout their journey.
• Lead the strategy and execution of growth initiatives by leveraging tools such as pre-approvals, intelligent cross-sell, financial wellness solutions and new providers to proactively deepen member relationships and increase product penetration.
• Collaborate with internal stakeholders—including marketing, operations, IT, and frontline teams—to align omnichannel and growth strategies with broader organizational objectives and ensure a unified member experience.
• Analyze member behavior, channel performance, and engagement data to identify opportunities for innovation, personalization, and operational efficiency across all touchpoints.
• Developing subject matter around the processes and technology for owned alternative channels.
• Manage vendor performance and development.
• Introduce new FinTech partners that will better enable execution of responsibilities. This will also include creating business cases and ROI analysis for new solutions.
• Champion a test-and-learn culture, using data-driven experimentation to refine digital and alternative channel strategies and maximize impact.
• Ensure compliance and risk mitigation by partnering with legal, audit, and risk teams to meet all regulatory requirements and proactively address potential issues.
• Stay ahead of industry trends and emerging technologies to continuously evolve the credit union’s omnichannel capabilities and maintain a competitive edge in member experience and growth.

Measurements: This role will drive a number of measurements, including but not limited to the following:

• Growth of deposits generated through digital and alternative channels.
• Lending growth and portfolio diversification
• Increase in overall self-served interactions
• Decrease in manual channels such as call center
• Member satisfaction while using alternative channels or channel switching
• Increase in chatbot interactions and engagement across non-traditional channels.
• Reduction in audit or regulatory findings related to digital and omnichannel operations.

Additional: Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).

Qualifications

• Bachelor’s degree in Business, Marketing, Information Systems, or a related field.
• Experience can be in lieu of education.
• 5+ years of experience in digital product management, channel strategy, or growth marketing, preferably in financial services.
• Proven ability to manage cross-functional initiatives and deliver measurable business outcomes.
• Proven collaborator or bridge between technology and business needs.
• Strong understanding of omnichannel engagement tools.
• Excellent analytical, communication, and project management skills.
• Experience with platforms utilized is a plus.

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