Director of Member Experience and Digital Services

Navigator Credit Union•Mobile, AL

About The Position

Navigator Credit Union is recruiting 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), developing consistent and effective service across phone, digital, card, ITM, and branch-support channels. The position sets priorities, develops leaders, oversees complaint management, and acts as a business owner or system administrator for key member-facing platforms. It drives continuous improvement using data, employee and member feedback, technology, and process improvement. The director works across technology, marketing, risk, compliance, branch leadership, and other functions to turn member needs and credit union goals into coordinated service strategies. The role oversees dispute and card services to support regulatory soundness and compliance. Success includes responsive support, accessible digital services, effective card and dispute resolution, reliable member-facing technology, strong leadership of assigned departments, and measurable improvement in member satisfaction and service performance. The position is primarily sedentary and performed indoors in a climate-controlled shared work area with minimal noise. It may also be performed in an approved remote setting and, when applicable, at multiple credit union locations. The role requires regular, reliable attendance and may require extended hours when needed for assigned member-service channels.

Requirements

Progressive leadership experience in financial services, member/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 maintain composure in a fast-paced, high-demand environment.
Ability to manage multiple priorities and communicate effectively with all levels of the organization.
Sound judgment and discretion.
Ability to perform primarily sedentary work, with occasional lifting of up to 10 lbs., and climb or descend stairs in emergency situations.
Ability to operate routine office equipment, including a telephone, copier, facsimile, and calculator, and routinely work on a computer for an average of 6–8 hours per day when necessary.
Ability to work extended hours when required for assigned member-service channels.
Ability to perform job functions independently or with limited supervision, work independently or as part of a team, follow written and oral instructions, communicate clearly, handle deadlines and changing priorities, and maintain discretion regarding confidential matters.

Nice To Haves

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

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, accountability, and leadership capacity.
Define and promote consistent service standards across phone, digital, card, ITM, and branch-support channels.
Monitor service quality, capacity, productivity, responsiveness, and member outcomes, and use 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.
Lead 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 and establish service levels, staffing and capacity plans, coaching expectations, quality assurance, and performance objectives.
Lead the Crew Line floating universal banker team in supporting 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 feedback and service data 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 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 for 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.