Remote Director, Member Experience & Digital Services
Navigator Credit Union
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Benefits offered by this job
Job summary
Navigator Credit Union is seeking a full-time Director of Member Experience and Digital Services to lead the Contact Center, Digital Services, and Crew Line. You will translate member needs into service strategies, oversee platforms like Lumin online banking, MANTL online account opening, and Joy voice AI, and drive continuous improvement in member satisfaction.
The role collaborates with technology, marketing, risk, compliance, and branch leadership to deliver responsive support, easy digital
Qualifications
- Progressive leadership experience in financial services or related regulated environment.
- Experience leading leaders, improving processes, resolving escalated concerns, and supporting business systems.
Responsibilities
- Provides strategic and operational leadership for the Contact Center, Digital Services, and Crew Line, aligning priorities with credit union objectives.
- Leads, coaches, and develops department managers and leaders; sets expectations and accountability.
- Defines and promotes consistent service standards across channels and member experiences.
- Monitors service quality and uses performance data to drive continuous improvement.
Skills
Education
Tools
Job description
Navigator Credit Union is seeking a full-time Director of Member Experience and Digital Services to lead the Contact Center, Digital Services, and Crew Line. You will translate member needs into service strategies, oversee platforms like Lumin online banking, MANTL online account opening, and Joy voice AI, and drive continuous improvement in member satisfaction.
The role collaborates with technology, marketing, risk, compliance, and branch leadership to deliver responsive support, easy digital
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