Banking Transformed with Jim Marous Why Credit Union Transformation Is Stalling and How to Fix It
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Mar 5, 2026 Jesus Garcia, Chief Experience Officer at OceanAir Federal Credit Union, leads branches, contact centers and digital transformation. He discusses the execution gap holding credit unions back. Short takes cover faster fintech partnerships, hiring and embedding digital across teams, branch experiences that complement online services, and practical AI and integrations that drive measurable change.
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Work Only With Core Platform Compatible Vendors
- Rally around core platform partners to move faster instead of chasing standalone shiny tools.
- Jesus Garcia requires vendors to be in Q2's Innovation Studio so integrations and due diligence happen quickly.
Rehire Talent Who 'Went To College' At Vendors
- OceanAir rehired a former employee who left to work at Q2 and returned with product knowledge.
- That one-person digital experience leader now runs strategy and delivers initiatives with support from integrated partners.
Front End Smoothness Over Immediate Back Office Automation
- Prioritize front-end member experience even if back-office work is manual temporarily.
- OceanAir rebuilt an in-house CARs system and used partners to present a smooth balance-transfer flow while staff handle backend tasks.