Description

Navigator Credit Union is currently recruiting for a full-time Director of Member Experience and Digital Services.  If you have a passion for exceptional service, relationship building, and want to be a part of a team that focuses on creating substantial value in the communities we serve, while exceeding goals, we want to hear from you! We encourage all interested, qualified candidates that enjoy working in a fast paced environment to apply. 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.  

Role

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.

Major Duties and Responsibilities

• 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.

Major Duties and Responsibilities

• 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 expectations, quality assurance, and performance objective

• Leads the   Crew Line, including the floating universal banker team; uses the team to   support branch continuity, project execution, manager coverage, data   collection, and service consistency across locations.

• Oversees   the Crew Line’s process-champion function, using ideas and feedback from   employees, members, service data, and other channels to identify   opportunities to simplify processes, reduce friction, and improve service   delivery.

• Oversees   future extended-hour service for ITMs, including staffing, procedures,   service expectations, training, and coordination with applicable technology   and operational partners.

• Owns the   credit union’s centralized member complaint-management framework, ensuring   concerns are acknowledged, investigated, resolved, documented, escalated, and   analyzed consistently.

• Uses   complaint themes, member feedback, operational data, and employee feedback to   recommend improvements to products, policies, procedures, training, systems,   and service delivery.

• Maintains   documented procedures, controls, training, business-continuity practices, and   management reporting appropriate to assigned functions; partners with risk,   compliance, fraud, and information security on issues affecting members or   the credit union.

• Manages   escalated member and operational matters within delegated authority and   coordinates executive, compliance, legal, technology, or other support when   appropriate.

• Supports   staffing, workforce planning, budgets, vendor relationships, and   organizational initiatives affecting member service; serves as a key   stakeholder for requirements, testing, implementation, communication, and   review.

Knowledge and Skills

EXPERIENCE

Progressive leadership experience in financial services, member/customer support, contact center, digital service, card operations, or a comparable regulated environment. Experience leading leaders, improving processes, resolving escalated concerns, and supporting business systems is strongly preferred.

EDUCATION/CERTIFICATIONS/LICENSES

Bachelor’s degree in business, finance, technology, communications, or a related field preferred. An equivalent combination of education and relevant experience may be considered.

INTERPERSONAL SKILLS

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.

OTHER SKILLS

• 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 and discretion. • Ability to manage multiple priorities and communicate effectively with all levels of the organization.

ADA Requirements

PHYSICAL REQUIREMENTS

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6–8 hours per day, when necessary. Must be capable of regular, reliable, and timely attendance and of working extended hours when required for assigned member-service channels.

WORKING CONDITIONS

Must be able to routinely perform work indoors in a climate-controlled shared work area with minimal noise. This position may also work in an approved remote setting and, when applicable, at multiple credit union locations.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Must be able to perform job functions independently or with limited supervision and work effectively either independently or as part of a team. Must be able to read and carry out written instructions and follow oral instructions. Must communicate clearly and deliver information in a logical and understandable sequence. Must deal calmly and professionally with diverse personalities at all levels within and outside the organization and demonstrate the highest levels of member service and discretion. Must perform responsibilities with composure under deadlines, requirements for accuracy and quality, and a fast pace. Must effectively handle multiple, simultaneous, and changing priorities and exercise the highest level of discretion regarding confidential matters.

Acknowledgment

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any period of time.

Navigator Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.