Member Service Center Experience Manager

Description

University of Virginia Community Credit Union

At UVA Community Credit Union, we are dedicated to making a meaningful difference in the lives of our members and the communities we serve. Our mission, working together to strengthen the financial wellness of our members and local communities, guides everything we do. We foster an environment where every team member plays a vital role in building the financial wellness of those we serve.

Our core values are Integrity, Service Excellence, Collaboration, and Gratitude. These values shape how we support our members, interact with one another, and drive the success of our shared purpose. If you’re passionate about making a positive impact and want to be part of a purpose-driven organization, we invite you to explore a career with us.

The Member Service Center Experience Manager is responsible for enhancing and optimizing the member experience across the Credit Union's contact center and digital service channels. This role leads efforts related to contact center technology, chat and secure messaging platforms, service quality programs, reporting and analytics, and process improvement initiatives.

A successful candidate will blend operational leadership, technology management, and member experience expertise to create seamless service experiences. This position works closely with Member Service Center leadership and cross-functional partners to improve service delivery, leverage technology solutions, drive efficiency, and ensure every member interaction reflects UVA Community Credit Union's commitment to service excellence.

• 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.