Remote Leader: Member Experience & Digital Services

Navigator Credit Union; Gautier (MS); Remote; USD 65,000 - 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

Job summary

Navigator Credit Union is seeking a full-time Member Experience and Digital Services Coordinator to lead centralized member-service across Contact Center, Digital Services, and Crew Line. The role drives consistent, high-quality service for phone, digital channels, cards, ITMs, and branches, while guiding continuous improvement through data and feedback.

The position collaborates with technology, marketing, risk, and compliance to translate member needs into coordinated service strategies, with

Qualifications

• Progressive leadership experience in financial services or a similar regulated environment.
• Bachelor’s degree in business, finance, technology, communications, or a related field preferred.
• Equivalent combination of education and relevant experience may be considered.

Responsibilities

• Provide strategic and operational leadership for Contact Center, Digital Services, and Crew Line, aligning priorities with credit union objectives.
• Lead, coach, and develop department managers; set expectations and drive accountability.
• Define service standards and ensure a seamless member experience across channels.
• Monitor quality, capacity, and performance; use data to guide continuous improvement.
• Own platforms (Lumin, MANTL, Joy AI); manage access, configuration, and adoption.
• Oversee rollout, training, and post-launch reviews for new capabilities.
• Lead Digital Services and Contact Center to ensure timely, accurate, member-focused processes.
• Manage Crew Line for branch continuity and service consistency across locations.
• Drive extended-hour ITM service, incident resolution, and business-continuity practices.
• Oversee centralized member complaint-management framework and drive improvements.

Skills

Leadership

Customer service

Relationship building

Data-informed decisions

Communication

Education

Bachelor's degree preferred

Tools

Lumin Online Banking

MANTL Online Account Opening

Joy Voice AI

Job description

Navigator Credit Union is seeking a full-time Member Experience and Digital Services Coordinator to lead centralized member-service across Contact Center, Digital Services, and Crew Line. The role drives consistent, high-quality service for phone, digital channels, cards, ITMs, and branches, while guiding continuous improvement through data and feedback.

The position collaborates with technology, marketing, risk, and compliance to translate member needs into coordinated service strategies, with