Head of Member Experience & Digital Services

Navigator Credit Union; Gautier (MS); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Paid vacation

Paid holidays

401k match

Medical benefits

Referral bonus

Incentives

Job summary

Navigator Credit Union in Mississippi seeks a Director of Member Experience and Digital Services to lead the Contact Center, Digital Services, and Crew Line, ensuring superior member service across phone, digital, card, ITM, and branch channels.

You will translate member needs into coordinated service strategies, drive improvements through data and feedback, and partner with risk, compliance, and technology to maintain regulatory soundness.

Qualifications

• Progressive leadership experience in financial services and member support.
• Experience leading multiple service channels and teams.
• Bachelor’s degree or equivalent in a related field.

Responsibilities

• Provide strategic and operational leadership for the Contact Center, Digital Services, and Crew Line.
• Coach and develop department managers, team leads, and other leaders.
• Define and promote consistent service standards across phone, digital, card, ITM, and branch-support channels.
• Monitor service quality, capacity, productivity, and member outcomes to guide improvements.
• Own platforms including Lumin online banking, MANTL online account opening, and Joy voice AI; oversee adoption and configuration.
• Own planning, testing, training, rollout, and post-launch review for platform changes and integrations.
• Lead the Digital Services department, including online banking, e-services, and card/dispute processes.
• Lead the Contact Center department and Crew Line, establishing SLAs and staffing plans.
• Oversee the Crew Line’s process-champion function to simplify processes and improve delivery.
• Oversee future extended-hour service for ITMs and ensure system readiness.
• Own the centralized member complaint-management framework and drive data-informed improvements.
• Maintain procedures, controls, training, and risk/compliance collaboration for member-facing operations.

Skills

Leadership experience

Member experience

Digital services

Contact center management

Card operations

Regulated environment

Education

Bachelor's degree in business/finance/tech/communications

Tools

Lumin online banking

MANTL online account opening

Joy voice AI

Job description

Navigator Credit Union in Mississippi seeks a Director of Member Experience and Digital Services to lead the Contact Center, Digital Services, and Crew Line, ensuring superior member service across phone, digital, card, ITM, and branch channels.

You will translate member needs into coordinated service strategies, drive improvements through data and feedback, and partner with risk, compliance, and technology to maintain regulatory soundness.