Member Experience & Contact Center Lead

University of Virginia Community Credit Union; Charlottesville (VA); On-site; USD 80,000 - 100,000; Full time

Job summary

University of Virginia Community Credit Union in Charlottesville, VA, invites applications for a Member Service Center Experience Manager. Lead member experience across contact center and digital channels, driving service excellence and process improvements.

The role partners with cross-functional teams to optimize technology platforms, analytics, and coaching to deliver consistent, high-quality interactions for members.

Responsibilities

• Leads initiatives to improve the member experience across phone, chat, secure messaging, self-service, and other digital service channels.
• Oversees contact center technology platforms, including system enhancements, workflow optimization, reporting, testing, and implementation activities.
• Evaluates member interactions, service trends, and feedback to identify opportunities for improved service delivery and digital adoption.
• Manages service quality programs, including quality standards, interaction reviews, coaching insights, and continuous improvement recommendations.
• Oversees digital communication channels to ensure timely, accurate, professional, and member-focused service.
• Develops and maintains operational and member experience reporting, translating data into actionable recommendations and business improvements.
• Identifies and implements process improvement and automation opportunities that enhance efficiency while maintaining a high-quality member experience.

Job description

University of Virginia Community Credit Union in Charlottesville, VA, invites applications for a Member Service Center Experience Manager. Lead member experience across contact center and digital channels, driving service excellence and process improvements.

The role partners with cross-functional teams to optimize technology platforms, analytics, and coaching to deliver consistent, high-quality interactions for members.