PenFed Credit Union (Hybrid) Home Lending Digital Experience Strategist in San Antonio, Texas
Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.
PenFed is hiring a (Hybrid) Home Lending Digital Experience Strategist at our Irving, Texas or San Antonio, Texas location. Responsible for being the primary digital experience strategist for member-facing digital home loan content and functionality enhancements in partnership with Black Knight, Home Loans Marketing Team, Third party providers and Mortgage Servicing. This strategist role would be responsible for assisting with the review and implementation of new servicing functionality products, digital content procurement, testing, publication and any related Servicing member facing marketing applications (Adobe Marketing, Salesforce, Non-Intrusive content methodologies). The Digital Experience Strategist would ensure Servicing media is optimized for Home Lending Retention campaigns, display ads, third-party service vendors, platform support content, direct-to-member digital communications, digital servicing functionality enhancements to ensure the application is fully utilized for expected content/ functionality effectiveness and performance. The strategist would perform and document digital content performance, forecast content that is to be enabled and/or left disabled, for upcoming member-facing digital releases. The strategist would review third-party vendor content, configure and test the identified upcoming content / functionality in the designated test environment, obtain appropriate approvals, and ensure content is enabled before made available in a production environment. As needed, the strategist would also research, test, document, and communicate with any business line requested content / functionality change requests, submit those to Management for approval before enabling/disabling such content / functionality. The strategist would also manage incoming member facing digital content change requests submitted by business lines to ensure the Servicing content aligns with similar content on the main public webpage and is consistent across Servicing media platforms.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
Coordinate the platform marketing content release schedule to ensure content is published on time and within its scheduled release window, such as Home Lending and third-party vendor content.
Prepare advance proof-of-concepts of planned digital content media (such as Member 360 member facing communications marketing, education articles, Banner content, etc.), and ensure it is reviewed, tested, and approved prior to its scheduled publishing date.
As needed, review and prepare request recommendations for the Servicing employee platform (MSP), so employees can easily identify offers and third-party services members have available to them.
Report, test, and audit any identified platform content performance-related issues.
Partner with Black Knight and Systems Administration Department on the development or release of new digital functionality enhancements for installation
Collaborate with the Member Experience Analyst, to develop, test, and publish up to four education articles-a-month on the platform.
Collaborate with identified business line stakeholders to develop, test, and publish up to ten (10) display ads-a-month on the platform, such as working with Home Loan direct channel marketing content.
Work directly with third-party vendors to ensure services are being effectively marketed and that related performance data (sales, overall satisfaction, site traffic, etc.) is being analyzed for performance optimization.
Work with Member Experience Analyst to ensure functionality content that is to be enabled, disabled, and/or changed on the platform.
Meet regularly with the designated third-party vendor points-of-contact to ensure the platform is fully promoting services as per service agreement requirements.
Collaborate with the Member Experience Analyst to review platform-related transactional survey data and ensure the content, when applicable, can address any identified member pain points.
Research, test, document, communicate, and deploy any approved business-line requested member communications, both new requests and modifications to existing member communications
Research, test, document, communicate, and deploy any approved platform-related content change requests.
Assist Manager, as needed, to plan the platform content release schedule roadmap.
Monitor and audit the platform content to ensure content displays consistently across platform pages and devices.
Manage digital content change requests to ensure digital content is consistent across Servicing media channels.
Collaborate with the Digital Team that manages the public website to ensure content consistency.
Ensure platform content is consistent with PenFed branding standards.
Conduct, as needed, platform reviews with business lines to review current content on the platform.
Assist Manager, as needed, on any related project implementation work that may affect Servicing digital media channels.
Partner with third party vendors to document digital roadmap and future enhancements for planned integration enhancements and related member marketing.
Equivalent combination of education and experience is considered.
Bachelor’s Degree in business, marketing, communication, or similar related field.
Minimum of 2-4 years of business requirements document experience required.
Minimum of three (3) years’ experience in member/customer-facing (loan origination, processing) mortgage operations. Minimum of two (2) years’ experience in a mortgage servicing-marketing and/or training-related role preferred. Minimum of two (2) years’ experience of Black Knight Application(s)
Excellent time management and organizational experience.
Comfortable with independently managing, creating/obtaining, and publishing digital content.
Comfortable with extended period of system and content testing
Strong decision-making and problem-solving skills.
Strong written and verbal communication skills.
Understanding of appropriate escalation timing and reasons.
Ability to perform in a production environment and meet monthly goals.+
Flexibility and willingness to work in a team environment.
Ability to work in a fast pace environment.
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.
Ability to travel to various worksites is required.
Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568 .