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Georgia United CU’s digital transformation strategy was developed with a member-centric focus and room for creativity.
Roughly four out of five financial institutions plan to increase their technology spend over the next two years. As more credit unions focus on modernization efforts, it’s important they make the most of these investments. Credit unions are building technology plans around the people and communities they serve. Both technology and leadership will need to be agile and adaptive to remain relevant for generations to come.
Alignment amongst visionary leaders enables credit unions to better leverage their technology stack and shifts in the changing markets, creating a brand and service that is agile and future-proof. Credit unions will remain competitive and resilient by focusing on a people-driven approach to innovation.
Georgia United Credit Union, based in Duluth, Georgia, is a great example. In October 2022, the $2 billion organization launched Jack Henry’s digital banking platform to improve its member experience. The credit union customized more than a dozen features as part of a larger effort to streamline how it interacted with members. They built workflows around how their members wanted to bank, and today, members have a variety of self-service tools available to improve their finances. The tight integration with the core system also allowed the credit union to provide a more consistent and streamlined experience, meeting members’ needs in a timely manner.
Building a Road Map Based on Member Needs
The credit union approached this effort with their own development team that had previous experience using Jack Henry’s technology. They mapped out an entirely new digital architecture for the organization based on what they knew about their local communities’ needs. Then, leadership shared the vision to ensure the entire organization was striving towards the same goal. Having a clear strategic direction helps developers stay focused and solve key business problems. Additionally, a level of independence encouraged creativity, ownership and a drive for excellence. Each developer is specialized but cross-trained to handle the entire system so that they are all aware of how their projects impact the organization as a whole. Developers have the freedom to shape their projects to make the most impact.
This leadership style helps the credit union focus on its vision for the future, creating new and exciting experiences while developing a system that is prepared to manage market shifts. “Team members play an important role in the future of Georgia United, which is why we make it a priority to invest in their personal and professional lives,” explains Brad Hutchinson, SVP/information systems at Georgia United CU. “Our leaders don’t wait for scheduled meetings to coach and support our teams; we are continually looking for ways to discuss opportunities and encourage development. As a result, we have a mission-focused and tight-knit team that positions the credit union for long-term success.”
A People-Centric Technology Partner
Jack Henry shares a similar mindset. The company has always led with the foundational knowledge that taking care of employees creates an environment that will best serve customers and shareholders. This is evident in Jack Henry’s technology modernization strategy that challenged the company to rethink how they do business with customers, prospects and consultants. Like Georgia United CU, Jack Henry applies a people-centric design to technology transformation and has seen an increase in products, performance as well as impact. Unifying the brand has ensured leadership across all business units are aligned with the strategic direction of the company and its roadmap for the future.
As we look toward the future, it’s important for leaders to play an active role in technology decisions and plans. Effective leaders foster collaboration and welcome engagement, placing their people at the center of innovation. This creates a sense of shared success within the organization. By combining people and technology, credit unions can solve current business challenges and empower their communities towards financial freedom.
Shanon McLachlan is the president of credit union solutions at Jack Henry, a CUES Supplier member and well-rounded technology provider serving community and regional institutions with a wide offering of capabilities.
