Director of Contact Center Technology & Innovation

LMCU•Grand Rapids, MI

1d•Onsite

About The Position

The Director of Contact Center Technology & Innovation provides leadership and strategic business ownership for advancing the Contact Center’s technology ecosystem, enabling sustained growth, operational scalability, and continuous innovation. This role defines and executes the roadmap for automation, AI, omnichannel capabilities, process innovation, and elevates the member experience, strengthens employee effectiveness, improves operational scalability, and delivers measurable business value. Serving as a key partner across Operations, IT, Risk, Compliance, Data Governance, and vendor relationships, this leader identifies emerging opportunities, builds business cases, drives adoption, and ensures technology investments advance LMCU’s long-term growth, efficiency, and service excellence objectives.

Requirements

A minimum of eight to ten years of contact center leadership, technology, digital transformation, or related operational leadership experience is required.
Experience leading enterprise technology implementations, process improvement efforts, vendor partnerships, and cross-functional initiatives is required.

Nice To Haves

Bachelor’s degree in project management, business, technology, operations, data analytics, or a related field is preferred; equivalent experience may be considered.
Certifications in Agile, project management, product ownership, process improvement, contact center technology, or AI/digital transformation are preferred but not required.
Experience with contact center platforms, omnichannel solutions, AI-enabled tools, automation, workforce optimization, CRM, chat, SMS, or digital self-service technologies is strongly preferred.
Prior experience in a financial institution, regulated environment, or member/customer service operation is preferred.

Responsibilities

Serve as the business owner for Contact Center technologies, including CRM, omnichannel solutions, AI platforms, chatbot capabilities, SMS integration, workforce optimization tools, and future technology initiatives; lead implementation, enhancement, adoption, and ongoing optimization efforts.
Develop, maintain, and execute the Contact Center technology roadmap by identifying future needs, evaluating business requirements, building business cases, prioritizing investments, and aligning initiatives with organizational goals.
Own and drive automation, AI-enabled solutions, and workflow improvements that reduce manual processes, improve operational efficiency, and deliver measurable results across the Contact Center and related service areas.
Analyze member and employee journeys to identify operational inefficiencies, friction points, and opportunities to improve first-contact resolution, digital engagement, employee effectiveness, and member satisfaction.
Continuously evaluate emerging technologies, conduct pilots, recommend future solutions, and support a best-in-class, AI-enabled omnichannel member experience.
Lead organizational adoption of new technology, processes, and ways of working by building engagement, managing resistance, and translating strategy into practical execution.
Utilize data insights to support decision-making, evaluate vendor performance, assess solution effectiveness, negotiate improvements, and ensure technology investments achieve intended outcomes.
Establish and monitor key performance indicators related to technology adoption, automation, digital engagement, operational efficiency, employee productivity, member satisfaction, and return on investment.
Foster strategic relationships with technology vendors through business reviews, ongoing partnership management, and evaluation of new solutions that support Contact Center transformation.
Partner with Operations, IS, Member Experience, Compliance, Risk, Security, PMO, Data Governance, and other stakeholders to lead Contact Center technology initiatives and drive successful organizational change.
Build alignment across departments, prepare executive-level recommendations, communicate business impacts, and ensure initiatives support LMCU’s long-term growth, efficiency, and service excellence objectives.
Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.