Director of Member Experience and Digital Services

Navigator Credit Union•Pensacola, FL

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), developing consistent service across phone, digital, card, ITM, and branch-support channels. The role sets priorities, develops leaders, oversees centralized member complaint management, and serves as a business owner or system administrator for designated member-facing platforms. The director drives continuous improvement using data, employee and member feedback, technology, and process improvement. Working across technology, marketing, risk, compliance, branch leadership, and other functions, the director translates member needs and credit union goals into coordinated service strategies. The position also oversees dispute and card services processes to support regulatory soundness and compliance. Success includes responsive support, usable digital services, effective card and dispute resolution, reliable member-facing technology, strong leadership of the assigned departments, and measurable improvements in member satisfaction and service performance. The position performs primarily sedentary work in an indoor, 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 may require extended hours when necessary 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 job functions independently or with limited supervision and work effectively independently or as part of a team.
Ability to read and carry out written instructions, follow oral instructions, and communicate information clearly and logically.
Ability to deal calmly and professionally with diverse personalities and exercise discretion regarding confidential matters.
Ability to perform work under deadlines and requirements for accuracy and quality, handle simultaneous and changing priorities, and maintain reliable and timely attendance.
Ability to perform primarily sedentary work, occasionally lift up to 10 lbs, climb or descend stairs in emergencies, operate routine office equipment, and routinely work at a computer for an average of 6–8 hours per day when necessary.

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.
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.

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, well-controlled, and member-focused.
Lead the Contact Center, establishing 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 service for ITMs, 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.