Doing more with less: How digital transformation is reshaping credit unions
- Andrew Lingley
- 5 days ago
- 3 min read
In the past, smaller financial institutions might have viewed digital transformation as a ‘nice to have’; potentially complex, expensive, and the domain of large commercial banks. But that’s changing.
Across the UK and Ireland, credit unions are proving that digitisation doesn’t require deep pockets - just clear priorities and co-operative ambition.
As revealed in the Credit Union Outlook Report 2025, a new class of credit unions is embracing digital tools not just to modernise, but to multiply their impact, streamline compliance, and better serve members without losing their human touch.
Efficiency, empathy, and automation working in sync
Take Core Credit Union. According to ICT Manager Mark Ryan, their loan automation system now replicates staff decisions with 99% alignment. “It’s not there to reject members,” he explains. “It either approves or refers them to a person. That’s important. We’re a tech-forward credit union, but we’ll never lose our human touch”.
This approach reflects a broader sector trend: automation not as a replacement for people, but as an enabler of personal service at scale.
In Drova’s Credit Union Outlook survey, credit unions with digitised lending, onboarding, and member engagement reported stronger retention and lower cost-to-serve.
Digital isn’t a channel; it’s a capability
For many institutions, the pandemic served as a wake-up call. First Rate Credit Union transitioned from paper-based operations to a fully digital, national provider in just weeks, expanding access to more than 50 remote BAE Systems sites. “What started as a crisis response became a long-term enabler,” said CEO Mike Barry.
Across the sector more broadly, Barry views this as a major opportunity for improving efficiency and oversight. “Manual processes are slowing us down,” he says. “With less than a third of credit unions using digital compliance tools, there’s massive untapped potential for automation to simplify governance and free up leadership time.”
From fintech thinking to co-operative execution
What’s emerging is a distinct model of digital maturity - one that fuses technology with trust. As the Outlook report highlights:
Smart platforms are enabling credit unions to deliver empathy at scale
Automation tools are freeing up staff for higher-value work
Data-driven engagement is enhancing relevance across the member journey
“We’re evolving with purpose, measuring impact, modernising access, and rethinking member experience,” said Sean Murray, CEO of Comhar Linn Credit Union.
Even mobile branches are being redesigned for this next chapter. Core Credit Union is rolling out a new engagement platform that automates personalised messaging and journeys—while also launching a mobile branch designed to bring advice and education directly to communities.
Digital transformation is the new default
Caroline Domanski, CEO of No1 Copperpot, put it clearly: “Digital transformation is not optional; it’s the baseline expectation.” With an AI-powered chatbot already on their site, and a full integration planned for the mobile app, her team is redefining the credit union experience as something available 24/7, intuitive, and aligned to member needs.
This isn’t about chasing trends. It’s about operationalising values. “The future credit union is fairer and more human in every way that matters,” said Sean Murray.
Doing more with less, by design
The digital leaders in the credit union sector aren’t the ones with the biggest budgets. They’re the ones with the sharpest focus: simplify the experience, serve members better, and free up staff to do what only humans can do.
As credit unions navigate lean resources, ageing systems, and rising expectations, the institutions that will thrive are those treating digital transformation not as a cost, but as a capability. One that scales trust, amplifies impact, and keeps the co-operative model not just alive - but leading.
Drova GRC is an all-in-one platform for risk, resilience, and compliance. Built with the unique needs of credit unions in mind, Drova helps you simplify oversight, automate the essentials, and protect member trust - without losing your human touch.
Book a demo with our team today to learn how our software can help you do more, with less.
