Director of Member Experience and Digital Services

Description

Navigator Credit Union is currently recruiting for a full-time Director of Member Experience and Digital Services. While exceeding goals, We provide paid vacation after 90 days, paid holidays, 401k with a company match, medical, referral bonus, and several other benefits after 30 days employment for our team members including incentive opportunities. Navigator Credit Union is an Equal Opportunity Employer. Navigator does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

The Director of Member Experience and Digital Services provides enterprise-level leadership for the credit union’s centralized member-service and service-delivery channels. This leader oversees three core departments—Contact Center, Digital Services, and Crew Line (the floating universal banker team)—and develops consistent, effective service across phone, digital, card, ITM, and branch-support channels. The director establishes priorities, develops leadership capability, oversees the member complaint-management process, and serves as a business owner or system administrator for key member-facing platforms.

The role is responsible for the continuous improvement of the member experience through data, employee feedback, member feedback, technology, and process improvement.

The director works across technology, marketing, risk, compliance, branch leadership, and other organizational functions to translate member needs and credit union goals into coordinated service strategies. The director oversees the dispute and card services process to ensure regulatory soundness and compliance. Success means responsive support, easy‑to‑use digital services, effective card and dispute resolution, reliable member-facing technology, strong leadership of the three assigned departments, and measurable improvement in member satisfaction and service performance.

• Provides strategic and operational leadership for the Contact Center, Digital Services, and Crew Line, aligning priorities, staffing, service standards, and performance expectations with credit union objectives.
• Leads, coaches, and develops department managers, team leads, and other designated leaders; establishes expectations, strengthens accountability, and builds leadership capacity.
• Defines and promotes consistent service standards and a seamless member experience across phone, digital, card, ITM, and branch-support channels.

• Monitors service quality, capacity, productivity, responsiveness, and member outcomes across the three departments; uses performance information to guide decisions and continuous improvement.
• Serves as business owner or system administrator for designated platforms, including Lumin online banking, MANTL online account opening, and Joy voice AI; oversees access, workflow, configuration, release coordination, adoption, and optimization within established governance.
• Owns business‑side planning, testing, training, rollout, and post‑launch review for platform changes, integrations, and new capabilities; ensures operational readiness and clear ownership of member‑facing issues.
• Leads the Digital Services department, which includes online banking and e‑services, online account opening and cross‑sell support, card services, and disputes; ensures card‑related and dispute processes are timely, accurate, well‑controlled, and member‑focused.
• Leads the Contact Center department, including the contact center manager or team lead and representatives; establishes service levels, staffing and capacity plans, coaching…