Member Service Center Experience Manager

The Member Service Center Experience Manager is responsible for enhancing and optimizing the member experience across the Credit Union’s contact center and digital service channels. This role leads efforts related to contact center technology, chat and secure messaging platforms, service quality programs, reporting and analytics, and process improvement initiatives.

A successful candidate will blend operational leadership, technology management, and member experience expertise to create seamless service experiences. This position works closely with Member Service Center leadership and cross-functional partners to improve service delivery, leverage technology solutions, drive efficiency, and ensure every member interaction reflects UVA Community Credit Union’s commitment to service excellence., * Leads initiatives to improve the member experience across phone, chat, secure messaging, self-service, and other digital service channels.

• Oversees contact center technology platforms, including system enhancements, workflow optimization, reporting, testing, and implementation activities.
• Evaluates member interactions, service trends, and feedback to identify opportunities for improved service delivery and digital adoption.
• Manages service quality programs, including quality standards, interaction reviews, coaching insights, and continuous improvement recommendations.
• Oversees digital communication channels to ensure timely, accurate, professional, and member-focused service.
• Develops and maintains operational and member experience reporting, translating data into actionable recommendations and business improvements.
• Identifies and implements process improvement and automation opportunities that enhance efficiency while maintaining a high-quality member experience.
• Partners with Information Technology, Operations, Compliance, Training, Marketing, and other departments on projects impacting member service delivery.
• Supports employee development, training initiatives, and adoption of new tools, processes, and technologies.
• Keeps leadership informed of emerging trends, operational opportunities, and service-related concerns.

• Three to five years of progressive experience in a financial institution, contact center, customer service operation, or member service environment.
• Bachelor’s degree in Business, Finance, Communications, Technology, or a related field, or an equivalent combination of education and relevant experience.
• Prior leadership, supervisory, project lead, or functional lead experience preferred.
• Experience with contact center platforms, digital service channels, quality assurance programs, reporting, analytics, or process improvement initiatives.
• Demonstrated ability to analyze data, identify trends, and develop practical recommendations that improve operational performance and member experience.
• Experience coordinating projects, system enhancements, operational improvements, or technology implementations.
• Strong written, verbal, analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities while maintaining exceptional attention to detail and service quality.
• Proven ability to collaborate effectively across departments and influence positive outcomes.
• Experience with Five9 or a comparable cloud-based contact center platform preferred.
• Credit union, banking, or other financial services experience preferred.
• Experience with chat, secure messaging, artificial intelligence, automation, self-service technologies, or workforce management practices preferred.

We offer an attractive suite of benefits to employees who work an average of 20 hours per week or more, including: Health, Dental, Vision, up to a 7% employer 401(k) contribution after the first year of employment. Employees are eligible for Life Insurance, Long-Term Disability, Health & Wellness Spending Account, Tuition Reimbursement, and Employee Loan Discounts. Employees accrue Paid Time Off starting with 16 days accrual at full time annually, and 13 company paid holidays. Employees are also eligible for Family Forming Leave, and Volunteer Time Off.