Director of Member Experience and Digital Services

Navigator Credit Union•Gautier, MS

11d

About The Position

Navigator Credit Union is hiring a full-time Director of Member Experience and Digital Services to provide enterprise-level leadership for centralized member-service and service-delivery channels. The director oversees the Contact Center, Digital Services, and Crew Line (the floating universal banker team), and develops consistent service across phone, digital, card, ITM, and branch-support channels. The role sets priorities, develops leaders, owns the centralized member complaint-management framework, and serves as a business owner or system administrator for designated member-facing platforms. The director leads continuous improvement of the member experience using data, employee and member feedback, technology, and process improvement. The role collaborates with technology, marketing, risk, compliance, branch leadership, and other functions to translate member needs and credit union goals into coordinated service strategies. It also oversees dispute and card services to support timely, accurate, member-focused processes and regulatory compliance. Success is measured through responsive support, accessible digital services, effective card and dispute resolution, reliable member-facing technology, strong departmental leadership, and improvements in member satisfaction and service performance.

Requirements

Progressive leadership experience in financial services, member or customer support, contact center, digital service, card operations, or a comparable regulated environment.
Strong leadership, coaching, relationship-building, and communication skills.
Ability to influence across functions, develop other leaders, resolve complex issues, and remain composed in a fast-paced, high-demand environment.
Skills in member-experience and service-channel leadership, digital and systems thinking, card and dispute-service oversight, contact-center leadership and quality assurance, complaint management, project and change leadership, data-informed decision-making, process improvement, sound judgment, discretion, prioritization, and communication across organizational levels.
Ability to perform primarily sedentary work, with occasional lifting of up to 10 pounds, and to climb or descend stairs in emergency situations.
Ability to operate routine office equipment and routinely work on a computer for an average of 6–8 hours per day when necessary.
Ability to maintain regular, reliable, and timely attendance and work extended hours when required for assigned member-service channels.

Nice To Haves

Bachelor’s degree in business, finance, technology, communications, or a related field; an equivalent combination of education and relevant experience may be considered.
Experience leading leaders, improving processes, resolving escalated concerns, and supporting business systems is strongly preferred.

Responsibilities

Provide 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.
Lead, coach, and develop department managers, team leads, and other designated leaders; establish expectations, strengthen accountability, and build leadership capacity.
Define and promote consistent service standards and a seamless member experience across phone, digital, card, ITM, and branch-support channels.
Monitor service quality, capacity, productivity, responsiveness, and member outcomes across the three departments, using performance information to guide decisions and continuous improvement.
Serve as business owner or system administrator for designated platforms, including Lumin online banking, MANTL online account opening, and Joy voice AI; oversee access, workflow, configuration, release coordination, adoption, and optimization within established governance.
Own business-side planning, testing, training, rollout, and post-launch review for platform changes, integrations, and new capabilities; ensure operational readiness and clear ownership of member-facing issues.
Lead Digital Services, including online banking and e-services, online account opening and cross-sell support, card services, and disputes; ensure card-related and dispute processes are timely, accurate, controlled, and member-focused.
Lead the Contact Center, including the contact center manager or team lead and representatives; establish service levels, staffing and capacity plans, coaching expectations, quality assurance, and performance objectives.
Lead the Crew Line floating universal banker team to support branch continuity, project execution, manager coverage, data collection, and service consistency across locations.
Oversee the Crew Line’s process-champion function, using employee and member ideas and feedback, service data, and other channels to identify opportunities to simplify processes, reduce friction, and improve service delivery.
Oversee future extended-hour ITM service, including staffing, procedures, service expectations, training, and coordination with applicable technology and operational partners.
Own the centralized member complaint-management framework, ensuring concerns are acknowledged, investigated, resolved, documented, escalated, and analyzed consistently.
Use complaint themes, member feedback, operational data, and employee feedback to recommend improvements to products, policies, procedures, training, systems, and service delivery.
Maintain documented procedures, controls, training, business-continuity practices, and management reporting appropriate to assigned functions; partner with risk, compliance, fraud, and information security on relevant issues.
Manage escalated member and operational matters within delegated authority and coordinate executive, compliance, legal, technology, or other support when appropriate.
Support staffing, workforce planning, budgets, vendor relationships, and organizational initiatives affecting member service; serve as a key stakeholder for requirements, testing, implementation, communication, and review.