Description:
Report to the Chief Information Officer and lead the company's external digital services and solutions for customers, which include online websites, customer portal(s), customer account center, online lending, remote loan closing portal(s), and mobile application(s). You will be responsible for assessing, evaluating, advising, and developing digital capabilities to continue to enhance and improve customer experience and engagement. You will partner and collaborate with marketing and operations teams to develop service capabilities to ensure alignment with organizational strategies, drive efficiencies, and enhance the overall customer experience.
Responsibilities and Essential Duties:
- In partnership with the company’s business leaders, identify opportunities and risks for delivering the company’s services via web-enabled and mobile-enabled solutions, including identification of competitive services, opportunities for innovation, and assessment of marketplace obstacles and technical hurdles to the business success.
- Develop and design the online development strategic roadmap, including factors such as cost savings, investment required, timelines, expected customer satisfaction impacts, etc.
- Evaluate and identify appropriate technology platforms (including web/mobile application frameworks, hosting providers and the deployment stack) for delivering the company’s services.
- Establish and oversee:
- Company’s software development methodology, code reviews, specification conformance testing, performance profiling tools and procedures, proposed development releases and release process. .
- Software development process, setting short-term objectives and assessing progress as defined by the selected software development methodology.
- The quality assurance process, including integration and system testing with a heavy utilization of testing automation to ensure positive outcomes.
- A web analytics regime that measures site traffic and application usage relative to business goals.
- Web and mobile solutions governance process that meets government, partner, and company expectations for customer information privacy.
- Specification conformance and testing regimen based on user stories and the User Experience design.
- Web-based internal communications systems, such as a wiki, blog, chatroom, project management, and bug tracking systems.
- Software revision control system and repository, and source code documentation.
- Standards relating to the availability, reliability, scalability, and security of purchased or internally built solutions.
- An application deployment process, from deployment to staging and production servers, and application performance to identify any application failures in staging or production.
- Timely and cost effective resolution of web and mobile technical issues.
- Participate as a member of the senior management team in:
- Establishing governance processes of direction and control to ensure that objectives are achieved, risks are managed appropriately and the organization’s resources are used responsibly, particularly in the areas of software development, software testing and implementation.
- Ensuring the company’s brand is incorporated into the design of web and mobile applications.
- Development and execution of disaster recovery and business continuity planning and testing.
- Ongoing development and execution of an enterprise-wide information security plan that protects the confidentiality, integrity, and availability of the company’s service, data, and enterprise infrastructure.
- Selection and registration of the company’s web site domain names, including any related but unused domains that could compromise the integrity of the business (through competition, typo squatting, etc.).
- Search engine optimization.