Member Experience & Digital Services Director (Hybrid)

Navigator Credit Union; Pensacola (FL); Hybride; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Paid vacation after 90 days

Paid holidays

401k with company match

Medical benefits

Referral bonus

Incentive opportunities

Résumé du poste

Navigator Credit Union in Pensacola, FL seeks a Director of Member Experience and Digital Services to lead the Contact Center, Digital Services, and Crew Line, unifying phone, online banking, card, ITM, and branch support for a seamless member experience.

You will drive strategic service initiatives, manage key platforms such as Lumin online banking, MANTL online account opening, and Joy voice AI, and foster data-driven improvements while mentoring department leaders.

Qualifications

• Progressive leadership experience in financial services or member/customer support.
• Experience leading leaders, improving processes, resolving escalated concerns, and supporting business systems.
• Bachelor’s degree in business, finance, technology, or communications; equivalent experience may be considered.

Responsabilités

• Provide strategic and operational leadership for the Contact Center, Digital Services, and Crew Line, aligning priorities with credit union objectives.
• Lead, coach, and develop department managers and leaders; set expectations and accountability.
• Define and promote consistent service standards across phone, digital, card, ITM, and branch channels.
• Oversee platform administration and change management for Lumin online banking, MANTL, and Joy AI; ensure governance and adoption.

Connaissances

Leadership

Member experience

Communication

People development

Formation

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

Outils

Lumin online banking

MANTL online account opening

Joy voice AI

Description du poste

Navigator Credit Union in Pensacola, FL seeks a Director of Member Experience and Digital Services to lead the Contact Center, Digital Services, and Crew Line, unifying phone, online banking, card, ITM, and branch support for a seamless member experience.

You will drive strategic service initiatives, manage key platforms such as Lumin online banking, MANTL online account opening, and Joy voice AI, and foster data-driven improvements while mentoring department leaders.