Chief Member Experience & Omnichannel Leader

Saltee Co ^ Talent; Jacksonville (FL); On-site; USD 180,000 - 240,000; Full time

Job summary

Community First Credit Union seeks a Senior Vice President, Member Experience Center to lead the strategic direction, operations, and continuous improvement of the credit union's virtual member engagement channels.

You will transform the call center into an omnichannel member experience engine, delivering exceptional service, sales, and deepening relationships across voice, chat, messaging, and digital servicing.

Qualifications

• 10–15 years of similar or related experience, including preparatory experience in a financial institution call center environment.
• Strategic, data-driven, digitally fluent, compliance-minded leadership capable of transforming the call center into an omnichannel member experience engine.

Responsibilities

• Develop and execute a comprehensive Member Experience Center strategy aligned with growth vision and metrics.
• Lead MEC into a high-performing omnichannel engagement hub across voice, chat, messaging, digital servicing, ITM support.
• Provide executive oversight for daily operations, staffing, forecasting, scheduling, quality monitoring, and coaching.
• Champion automation, AI, self-service, and data-driven decision making to improve member and employee experiences.

Skills

Omnichannel Leadership

Operational Excellence

AI Fluency

Risk & Compliance

Sales & Relationship

Data-Driven decisions

Talent Development

Change Leadership

Cross-Functional Influence

Financial Acumen

Human-Centered Leadership

Job description

Community First Credit Union seeks a Senior Vice President, Member Experience Center to lead the strategic direction, operations, and continuous improvement of the credit union's virtual member engagement channels.

You will transform the call center into an omnichannel member experience engine, delivering exceptional service, sales, and deepening relationships across voice, chat, messaging, and digital servicing.