Head of Member Experience & Digital Services

Navigator Credit Union; Mobile (AL); Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

Paid vacation after 90 days

Paid holidays

401k with company match

Medical benefits

Referral bonus

Incentive opportunities after 30 days

Job summary

Navigator Credit Union in Mobile, AL is seeking a skilled Member Experience and Digital Services Coordinator to lead the Contact Center, Digital Services, and Crew Line, shaping strategy and service delivery across phone, online, and in-branch channels. You will coach leaders, drive improvements through data and feedback, and own key platforms like Lumin, MANTL, and Joy AI.

You will partner with risk, IT, and marketing to enhance member satisfaction and operational effectiveness, with potential

Qualifications

• Progressive leadership experience in financial services or a comparable regulated environment.
• Bachelor’s degree in business, finance, technology, or related field.
• Ability to influence across functions, manage multiple priorities and drive improvements.

Responsibilities

• Provides strategic and operational leadership for the Contact Center, Digital Services, and Crew Line; aligns priorities with credit union objectives.
• Leads, coaches, and develops department managers and other leaders; reinforces accountability.
• defines and promotes consistent service standards across phone, digital, card, ITM, and branch channels.
• Monitors performance and uses data to guide continuous improvement; ensures operational readiness for platform changes and integrations.
• Owns platform governance for Lumin, MANTL, and Joy AI; oversees access, configuration, and adoption.
• Leads Digital Services (online banking, e-services, card services, disputes) and Contact Center operations.
• Oversees Crew Line to support branch continuity, projects, and data collection.
• Manages complaint-management framework and uses feedback to drive product/policy/process improvements.

Skills

Leadership experience

Coaching

Relationship-building

Communication skills

Strategic thinking

People management

Education

Bachelor's degree in business, finance, technology, or related field

Tools

Lumin online banking

MANTL online account opening

Joy voice AI

Job description

Navigator Credit Union in Mobile, AL is seeking a skilled Member Experience and Digital Services Coordinator to lead the Contact Center, Digital Services, and Crew Line, shaping strategy and service delivery across phone, online, and in-branch channels. You will coach leaders, drive improvements through data and feedback, and own key platforms like Lumin, MANTL, and Joy AI.

You will partner with risk, IT, and marketing to enhance member satisfaction and operational effectiveness, with potential