VP - Digital Experience (UX & Content)

📍 Job Overview

Job Title: VP - Digital Experience (UX & Content)

Company: SECU

Location: Raleigh, North Carolina, United States

Job Type: FULL_TIME

Category: Digital Experience Operations / Product Operations

Date Posted: April 14, 2026

Experience Level: 7+ Years (with 1+ year leadership)

Remote Status: Hybrid

🚀 Role Summary

• Lead the strategic vision, development, and optimization of SECU's digital platforms, ensuring a cohesive and high-performing end-to-end user experience.

• Manage and mentor a multi-disciplinary team encompassing UX/UI Design, Content Strategy, and User Research, fostering a human-centered design culture.

• Drive user-centered research initiatives, translating insights into actionable design and content decisions to enhance member engagement and achieve business outcomes.

• Collaborate extensively with Digital Product, IT, and Marketing stakeholders to align priorities and advocate for user experience best practices.

• Oversee budget management, vendor relationships, and the procurement of critical UX tools and platforms.

📝 Enhancement Note: This role, while titled "VP," appears to function as a senior leadership position within the Digital Experience domain, focusing on operational excellence and strategic execution of UX and content initiatives. The "Operations - Raleigh - Creedmoor Rd" location suggests a significant operational hub for SECU.

📈 Primary Responsibilities

• Strategic Vision & Operational Excellence: Define and implement the strategic operational vision for the Digital Experience team, establishing best-in-class standards for design systems, content guidelines, and research methodologies.

• Team Leadership & Development: Provide direct management, coaching, and mentorship to UX/UI Designers and Content Strategists, fostering a collaborative, high-performing team environment and managing resource allocation effectively.

• User Research & Insights: Lead the planning, execution, and reporting of user research (usability testing, interviews, surveys), owning the research roadmap and ensuring insights inform design and content decisions for continuous improvement.

• Stakeholder Collaboration & Influence: Act as the primary advocate for user experience, partnering with Digital Product, IT, and Marketing to drive alignment on priorities and present research-driven strategic recommendations.

• Quality Assurance & Brand Compliance: Ensure strict adherence to accessibility standards (WCAG), timely project execution, high-quality output, and consistent brand compliance across all digital platforms.

• Budget & Vendor Management: Manage the team's operational budget, oversee procurement of UX tools and platforms, and manage relationships with external vendors and agencies to ensure strategic value and alignment with SECU's digital roadmap.

• Process Improvement & Oversight: Drive continuous process improvement within the Digital Experience team and oversee the end-to-end user experience design process from ideation through final delivery.

• Agile Project Management: Manage project delivery from concept to launch, leveraging Agile or similar iterative development methodologies to ensure efficient and effective execution.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic leadership, team management, hands-on execution in core digital experience disciplines, and cross-functional influence, which is typical for senior operations roles focused on product or customer experience.

🎓 Skills & Qualifications

Education:

• Bachelor's Degree in Human-Computer Interaction (HCI), Graphic Design, Communications, Business, or a related field is required.

Experience:

• Minimum of 7 years of direct, hands-on experience in digital experience disciplines.

• At least 1 year of experience in a leadership or management role.

• Demonstrable hands-on experience in at least one core digital experience discipline: UX/UI Design, Content Strategy, or User Research.

• Experience in managing project delivery from concept to launch, preferably within an Agile or iterative development environment.

Required Skills:

• Exceptional communication, presentation, and conflict resolution skills, with the ability to articulate UX vision and research insights to both technical and executive audiences.

• Proven ability to influence key stakeholders across Product, IT, and Marketing, advocating effectively for user experience in high-stakes discussions.

• Deep knowledge and hands-on experience across UX/UI design processes, content strategy/governance, and user research methodologies (qualitative and quantitative).

• Proven ability to mentor, coach, and develop a multi-disciplinary team, manage workloads, and foster a collaborative environment.

• Strong proficiency with modern Design and Prototyping tools such as Figma and the Adobe Creative Suite.

• Familiarity with Content Management Systems (CMS).

• Exceptional analytical and critical thinking skills, with the ability to define problems, analyze data, and translate insights into strategic actions.

• Experience in leading the implementation and maintenance of a Design System is highly desirable.

Preferred Skills:

• Familiarity with interpreting digital analytics from platforms like Adobe Analytics or Google Analytics to inform design and content decisions.

📝 Enhancement Note: The requirement for experience in at least one core discipline, coupled with knowledge across all three, indicates a need for a well-rounded leader who can guide specialists while also contributing operationally. The emphasis on influencing stakeholders and managing cross-functional alignment is critical for operations leadership roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 7 years of work demonstrating progressive experience in UX/UI Design, Content Strategy, or User Research.

• Include at least one significant project where you held a leadership or management role, detailing team oversight and strategic direction.

• Present case studies that highlight your hands-on contributions to one or more core digital experience disciplines, detailing problem, process, and outcome.

• Demonstrate examples of how user research insights were translated into tangible design or content improvements, with measurable impact.

• Include examples of collaboration with cross-functional teams (Product, IT, Marketing) to achieve project goals.

• Showcase work that adheres to accessibility standards (WCAG) and inclusive design principles.

Process Documentation:

• Candidates are expected to articulate their approach to user research planning, execution, and reporting, including methodology selection and insight synthesis.

• Demonstrate familiarity with design system development, implementation, and maintenance processes.

• Explain your process for content strategy development, governance, and lifecycle management.

• Detail your approach to managing end-to-end UX design processes, from ideation and wireframing to prototyping and final delivery, within iterative development frameworks.

• Outline your methods for ensuring quality assurance and brand compliance across digital platforms.

📝 Enhancement Note: For a VP-level role in Digital Experience Operations, a portfolio should not just showcase design work but also strategic thinking, process design, team leadership, and measurable business impact. The focus is on how candidates operationalize best practices and drive results through their teams and processes.

💵 Compensation & Benefits

Salary Range:

• Based on SECU's location in Raleigh, NC, the experience level (7+ years with leadership), and the VP title, a competitive salary range for this role would typically fall between $150,000 - $220,000 annually.

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage for employees and eligible dependents.

• Retirement Savings Plan: Likely a 401(k) or similar plan with potential employer matching contributions, common in credit unions.

• Paid Time Off (PTO): Generous vacation, sick leave, and holiday pay.

• Life and Disability Insurance: Employer-provided coverage for income protection.

• Professional Development: Opportunities for training, workshops, conferences, and certifications to enhance skills in UX, content, leadership, and operations.

• Employee Assistance Program (EAP): Confidential counseling and support services.

• Credit Union Membership Benefits: Access to SECU's financial products and services, often at preferential rates.

• Hybrid Work Arrangement: Flexibility to balance remote work with in-office collaboration.

Working Hours:

• Standard full-time hours are typically 40 hours per week.

• The hybrid work arrangement allows for flexibility in scheduling, with an expectation for significant in-office presence for collaboration and team leadership, particularly given the management responsibilities.

📝 Enhancement Note: Salary estimations are critical for VP-level operations roles, especially in established organizations like SECU. The range provided reflects senior leadership compensation in a competitive market. Benefits are standard for full-time roles but are highlighted for their relevance to operations professionals seeking stability and growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Credit Union)

SECU operates within the financial services sector, specifically as a credit union. This industry is characterized by a strong emphasis on member service, trust, security, and regulatory compliance. Credit unions, in particular, often foster a "People Helping People" philosophy, prioritizing member well-being over profit maximization, which can translate into a more mission-driven and community-focused culture. The "Digital Experience" function is crucial for modernizing member interactions and expanding reach beyond traditional branch services.

Company Size: SECU (State Employees' Credit Union) is a large credit union, likely employing several thousand individuals across its operations. Large organizations typically have more established processes, dedicated departments for specialized functions like UX and Content, and more complex cross-functional collaboration structures. This size implies opportunities for significant impact and visibility, but also requires strong leadership to navigate organizational dynamics.

Founded: Founded in 1937, SECU has a long history and deep roots in serving state employees. This longevity suggests stability, established operational frameworks, and a culture built on decades of member trust. A long-standing organization often values tradition while also recognizing the need for digital transformation to remain competitive and relevant.

Team Structure:

• The Digital Experience team is likely a dedicated unit within a larger Digital, IT, or Marketing division. It comprises specialized roles: UX/UI Designers, Content Strategists, and User Researchers.

• The VP will manage these specialists directly, forming a core team responsible for the user-facing aspects of SECU's digital products.

• Reporting structure likely places this VP under a Chief Digital Officer, Chief Information Officer, Chief Marketing Officer, or a similar senior executive responsible for digital strategy and execution.

Methodology:

• Data Analysis & Insights: The team will leverage user research (qualitative and quantitative data) and digital analytics to inform decisions, identify pain points, and measure the effectiveness of digital experiences.

• Workflow Planning & Optimization: Agile methodologies are expected for project management, with a focus on iterative design, continuous feedback loops, and efficient workflow optimization to deliver value quickly.

• Automation & Efficiency: While not explicitly stated for this role, the broader digital transformation efforts likely involve exploring automation opportunities within content management, user feedback processing, and design system implementation to enhance team efficiency.

Company Website: https://www.ncsecu.org/

📝 Enhancement Note: Understanding SECU's credit union nature is key. The "People Helping People" philosophy likely underpins the company culture and should be reflected in the approach to digital experience design – focusing on member needs and accessibility. The size and history suggest a need for leadership that can balance innovation with established processes.

📈 Career & Growth Analysis

Operations Career Level: This is a Vice President-level role, signifying senior leadership within the Digital Experience domain. It involves strategic oversight, team management, and significant influence on organizational decisions related to digital platforms. The scope extends beyond tactical execution to encompass setting the strategic direction for UX and content across SECU's digital ecosystem.

Reporting Structure: The VP will report to a C-suite executive or a senior director responsible for digital strategy, product development, or technology. This position will have direct reports comprising UX/UI Designers, Content Strategists, and User Researchers. The role requires effective communication and alignment with peers in Product Management, IT, Marketing, and other key departments.

Operations Impact: The impact of this role is substantial. By leading the charge on digital experience, the VP directly influences member engagement, satisfaction, and retention. A well-designed, accessible, and user-friendly digital experience can drive member acquisition, increase digital transaction volumes, reduce reliance on costly in-person or call center support, and ultimately contribute to SECU's mission of serving its members effectively. The role is instrumental in modernizing SECU's digital presence and ensuring its competitiveness in the financial services landscape.

Growth Opportunities:

• Cross-Functional Leadership: Opportunity to expand influence across broader digital transformation initiatives, potentially leading to roles overseeing larger digital product portfolios or entire digital strategy departments.

• Strategic Impact: Contribute to high-level strategic planning for SECU's digital future, shaping the direction of member engagement and service delivery.

• Skill Specialization/Expansion: Deepen expertise in cutting-edge UX research methodologies, AI-driven personalization in digital experiences, or advanced content strategy frameworks.

• Mentorship & Team Building: Develop a best-in-class Digital Experience team, building a legacy of talent and operational excellence within SECU.

• Industry Influence: As a leader in a large credit union, there are opportunities to represent SECU at industry conferences or in professional organizations focused on digital transformation in financial services.

📝 Enhancement Note: The VP title indicates a significant career milestone. Growth opportunities will likely involve broader strategic responsibilities, potentially encompassing product management, broader customer experience initiatives, or even leading a larger technology or digital division over time.

🌐 Work Environment

Office Type: SECU operates with a hybrid work model, indicating a blend of remote work and in-office presence. This suggests that while flexibility is offered, there is a recognized need for face-to-face collaboration, team building, and strategic discussions within a physical office space.

Office Location(s): The primary location mentioned is "Operations - Raleigh - Creedmoor Rd." This signifies a key operational hub for SECU in Raleigh, North Carolina. Candidates should expect to work from this location a significant portion of the time, balancing it with remote work days. Raleigh is a growing tech and business hub, offering a good quality of life and access to a diverse talent pool.

Workspace Context:

• Collaborative Environment: The hybrid model and the nature of the role necessitate a workspace that supports both focused individual work and collaborative team sessions. Expect access to meeting rooms, shared workspaces, and potentially dedicated areas for design thinking and brainstorming.

• Operations Tools & Technology: The team will have access to modern design and prototyping tools (Figma, Adobe Creative Suite), CMS platforms, and likely robust analytics and user research platforms. The IT infrastructure will support these tools and the hybrid work model.

• Team Interaction: Regular team meetings, design critiques, user research debriefs, and stakeholder presentations will be key components of interaction. The hybrid setup requires intentional efforts to foster communication and connection among team members, whether in-person or remote.

Work Schedule: The standard work schedule is 40 hours per week. The hybrid arrangement provides flexibility in where work is performed, but the total hours and commitment to project deadlines remain consistent. The role may require occasional flexibility for critical project phases or urgent stakeholder needs, common in leadership positions.

📝 Enhancement Note: The hybrid expectation is a crucial detail for operations professionals who often value structured work environments. The emphasis on collaboration within this model suggests that in-office days will be strategically utilized for high-impact activities.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial phone screen to assess basic qualifications, cultural fit, and salary expectations.

• Hiring Manager Interview: A conversation with the direct hiring manager (likely a senior executive) to delve deeper into leadership experience, strategic thinking, and operational approach.

• Team/Peer Interviews: Meetings with key stakeholders, including potential direct reports (UX/UI, Content, Research leads) and peers from Product, IT, or Marketing. This assesses collaboration style, technical understanding, and team fit.

• Portfolio Presentation: A critical stage where candidates present their portfolio, showcasing specific case studies, demonstrating their strategic approach, leadership capabilities, and impact. This is often a dedicated session with senior leadership and key stakeholders.

• Executive/Final Interview: A final discussion with a C-suite executive to confirm strategic alignment, leadership potential, and overall suitability for the VP role.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 impactful case studies that best represent your leadership, strategic vision, and operational execution in UX, Content, or Research. Prioritize projects with clear business objectives and measurable outcomes.

• Focus on Leadership & Operations: For this VP role, don't just show design work. Highlight your role in setting strategy, managing teams, defining processes, managing budgets, and influencing stakeholders.

Explain how you operationalized UX best practices.

• Structure Case Studies: For each case study, clearly outline:

  • The Business Problem/Opportunity
  • Your Role and Responsibilities (especially leadership aspects)
  • The Process and Methodologies Used (UX, Content, Research, Agile)
  • Key Decisions and Challenges
  • Solutions Implemented
  • Measurable Outcomes and Impact (e.g., increased engagement, reduced friction, improved conversion, cost savings)

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the value of your work and your team's contributions. This is crucial for operational roles.

• Accessibility & Inclusivity: Be prepared to discuss your approach to designing for accessibility (WCAG) and inclusive design, demonstrating your commitment to these principles.

• Tool Proficiency: Briefly mention the tools used (Figma, Adobe Suite, CMS, Analytics) and your proficiency level, but focus more on the strategic application of these tools.

• Presentation Skills: Practice your presentation to be clear, concise, engaging, and within the allotted time. Be ready to answer in-depth questions about your process and decision-making.

Challenge Preparation:

• Be prepared for scenario-based questions related to managing team conflicts, prioritizing competing projects, influencing resistant stakeholders, or addressing budget constraints.

• You may be asked to briefly outline your approach to developing a new digital product feature, improving an existing user journey, or establishing a new UX research process.

• Understand SECU's mission, values, and current digital offerings to tailor your responses and demonstrate genuine interest and understanding of their operational context.

📝 Enhancement Note: The portfolio review for a VP-level operations role is heavily weighted towards strategic thinking, process definition, team leadership, and demonstrable business impact, rather than just individual design execution. Candidates must frame their experience through an operational and leadership lens.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (primary), Adobe Creative Suite (Photoshop, Illustrator, XD). Proficiency is essential for understanding team output and guiding design direction.

• Content Management Systems (CMS): Familiarity with enterprise-level CMS platforms is required, indicating the need to manage content lifecycle and publication workflows.

• User Research Platforms: Tools for conducting usability testing, surveys, and interviews (e.g., UserTesting.com, SurveyMonkey, Qualtrics, Lookback).

• Design Systems Tools: Platforms or methodologies for creating, maintaining, and distributing design systems (e.g., Zeroheight, Storybook, or internal documentation).

Analytics & Reporting:

• Digital Analytics: Adobe Analytics and/or Google Analytics. Ability to interpret data for UX and content optimization is a key requirement.

• Reporting & Dashboarding: Tools like Tableau, Power BI, or even advanced Excel/Google Sheets for creating reports and dashboards to communicate insights and performance to stakeholders.

CRM & Automation:

• CRM (Customer Relationship Management): While not directly managing a CRM, understanding how digital experiences interact with member data managed in a CRM (e.g., Salesforce, Microsoft Dynamics) is beneficial for context.

• Workflow Automation: Familiarity with workflow automation tools or principles, especially within CMS or project management contexts, to improve team efficiency.

• Project Management Software: Tools like Jira, Asana, Trello, or Monday.com for managing team workflows, tasks, and project timelines, especially within an Agile framework.

📝 Enhancement Note: The technology stack listed is standard for a Digital Experience leadership role. The emphasis on analytics and CMS platforms highlights the operational importance of data-driven decision-making and content lifecycle management within SECU's digital ecosystem.

👥 Team Culture & Values

Operations Values:

• Member-Centricity: A core value at SECU, translating to designing digital experiences that prioritize member needs, ease of use, and accessibility above all else.

• "People Helping People": This guiding philosophy should permeate how the team collaborates, supports its members, and approaches problem-solving. It emphasizes empathy and a solutions-oriented mindset.

• Integrity & Trust: Crucial in financial services, this means ensuring data security, privacy, transparency in communications, and reliable digital services.

• Innovation & Continuous Improvement: While rooted in tradition, SECU needs to embrace digital innovation to stay competitive. This value encourages experimentation, learning from data, and proactively improving digital offerings.

• Efficiency & Effectiveness: Operations teams are driven by efficiency. This value promotes optimizing processes, leveraging technology wisely, and ensuring the team's work directly contributes to SECU's business goals.

Collaboration Style:

• Cross-Functional Integration: The role demands seamless collaboration with Product Management, IT, Marketing, and Compliance. This involves proactive communication, shared ownership of goals, and respect for diverse expertise.

• Open Feedback & Iteration: A culture that encourages constructive feedback on designs, content, and research findings, fostering an iterative process for continuous improvement.

• Knowledge Sharing: Encouraging team members to share best practices, insights, and learnings across disciplines (UX, Content, Research) to build collective expertise and elevate the overall quality of work.

• Data-Driven Decision Making: A collaborative approach where decisions are informed by user research, analytics, and stakeholder input, rather than solely by opinion.

📝 Enhancement Note: Emphasizing SECU's credit union values ("People Helping People") is crucial. The culture likely values service, community, and ethical practices, which should be reflected in the approach to digital experience design and team collaboration.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Tradition with Innovation: SECU's long history means established processes and potentially legacy systems. Introducing modern UX practices and digital innovation requires strong change management and stakeholder buy-in.

• Cross-Functional Alignment: Ensuring consistent digital experience vision and execution across departments like IT, Marketing, and Product, which may have competing priorities or different methodologies.

• Measuring ROI of UX: Quantifying the direct business impact of UX improvements and content strategy can be challenging, requiring sophisticated analytics and reporting capabilities.

• Talent Acquisition & Retention: Competing for top UX/Content/Research talent in a growing tech market like Raleigh, especially within a regulated industry.

• Adhering to Regulatory Requirements: Navigating the complex compliance and security landscape of the financial services industry while striving for user-friendly and accessible digital experiences.

Learning & Development Opportunities:

• Advanced UX Research Techniques: Opportunities to explore cutting-edge research methodologies, AI-driven user insights, or predictive analytics for user behavior.

• Design System Strategy: Lead the evolution of a comprehensive design system, potentially incorporating advanced features or expanding its scope across more platforms.

• Digital Transformation Leadership: Gain experience in driving broader digital transformation initiatives within a large, established organization.

• Financial Services Industry Expertise: Deepen understanding of the unique challenges and opportunities within the fintech and credit union sectors.

• Executive Leadership Development: Participate in leadership training programs focused on strategic planning, financial management, and organizational leadership.

📝 Enhancement Note: Identifying potential challenges specific to a large, established financial institution like SECU is key. These challenges often present the greatest growth opportunities for ambitious operations leaders.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for developing a digital experience strategy for a large organization like SECU, focusing on balancing member needs with business objectives and regulatory constraints." (Preparation: Outline a phased approach: research, vision setting, roadmap development, stakeholder alignment, execution, and measurement.)

• "How would you foster a human-centered design culture within a team and across the organization, particularly in a traditionally conservative industry like financial services?" (Preparation: Discuss methods like empathy training, user journey mapping workshops, showcasing user success stories, and involving stakeholders early.)

Company & Culture Questions:

• "What do you know about SECU and the credit union philosophy of 'People Helping People'? How would you translate this philosophy into our digital experiences?" (Preparation: Research SECU's mission, values, and recent digital initiatives. Connect 'People Helping People' to accessibility, ease of use, and member empowerment through digital tools.)

• "How would you approach building and leading a high-performing, multi-disciplinary Digital Experience team in a hybrid work environment?" (Preparation: Discuss your leadership style, methods for fostering collaboration, setting clear expectations, providing mentorship, and ensuring team cohesion despite remote/in-office dynamics.)

Portfolio Presentation Strategy:

• Focus on Operational Impact: Frame your case studies not just as design projects, but as operational improvements that drove tangible business results.

• Highlight Leadership: Clearly articulate your role in strategic planning, team management, process definition, and stakeholder influence. Show how you led and enabled your teams.

• Tell a Story: Weave a narrative around each case study that clearly defines the problem, your strategic approach, the operational processes you implemented, the challenges overcome, and the measurable impact.

• Quantify, Quantify, Quantify: Use data and metrics to support your claims about success. Demonstrate your understanding of how to measure and report on the effectiveness of digital experiences.

• Be Prepared for Deep Dives: Anticipate questions about your methodologies, decision-making processes, team dynamics, and how you handle conflict or ambiguity.

📝 Enhancement Note: Interview preparation for a VP role requires demonstrating strategic thinking, operational acumen, and leadership presence. Candidates must be ready to discuss not just what they did, but how they did it, why they did it, and the impact it had on the business.

📌 Application Steps

To apply for this VP - Digital Experience (UX & Content) position:

• Submit your application through the provided Workday link: https://ncsecu.wd1.myworkdayjobs.com/SECU/job/Operations---Raleigh---Creedmoor-Rd/VP---Digital-Experience--UX---Content-_JR-15006

• Customize Your Resume: Tailor your resume to highlight your 7+ years of experience, specifically mentioning your leadership roles, your hands-on expertise in UX/UI Design, Content Strategy, and User Research, and any experience in financial services or regulated industries. Use keywords from the job description, such as "strategic vision," "stakeholder management," "accessibility standards," and "Agile methodology."

• Prepare Your Portfolio: Curate 3-5 impactful case studies that best demonstrate your leadership, strategic thinking, operational execution, and measurable results. Focus on projects where you managed teams, defined processes, influenced stakeholders, and drove business outcomes. Ensure your portfolio clearly articulates the problem, your solution, your role, and the quantifiable impact.

• Research SECU and the Credit Union Model: Understand SECU's mission, values, and the "People Helping People" philosophy. Be prepared to articulate how you would apply these principles to digital experience design and operations.

• Practice Your Presentation: Rehearse your portfolio presentation, focusing on clear storytelling, concise delivery, and highlighting your operational and leadership contributions. Be ready to answer in-depth questions about your methodologies and decision-making.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.