Member Service Center Experience Manager

Member Service Center Experience Manager - FULL TIME - Charlottesville, VA SUMMARY: 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. DUTIES AND RESPONSIBILITIES: 3Leads initiatives to improve the member experience across phone, chat, secure messaging, self-service, and other digital service channels. 3Oversees contact center technology platforms, including system enhancements, workflow optimization, reporting, testing, and implementation activities. 3Evaluates member interactions, service trends, and feedback to identify opportunities for improved service delivery and digital adoption. 3Manages service quality programs, including quality standards, interaction reviews, coaching insights, and continuous improvement recommendations. 3Oversees digital communication channels to ensure timely, accurate, professional, and member-focused service. 3Develops and maintains operational and member experience reporting, translating data into actionable recommendations and business improvements. 3Identifies and implements process improvement and automation opportunities that enhance efficiency while maintaining a high-quality member experience. 3Partners with Information Technology, Operations, Compliance, Training, Marketing, and other departments on projects impacting member service delivery. 3Supports employee development, training initiatives, and adoption of new tools, processes, and technologies. 3Keeps leadership informed of emerging trends, operational opportunities, and service-related concerns. Requirements QUALIFICATIONS: 3Three to five years of progressive experience in a financial institution, contact center, customer service operation, or member service environment. 3Bachelor's degree in Business, Finance, Communications, Technology, or a related field, or an equivalent combination of education and relevant experience. 3Prior leadership, supervisory, project lead, or functional lead experience preferred. 3Experience with contact center platforms, digital service channels, quality assurance programs, reporting, analytics, or process improvement initiatives. 3Demonstrated ability to analyze data, identify trends, and develop practical recommendations that improve operational performance and member experience. 3Experience coordinating projects, system enhancements, operational improvements, or technology implementations. 3Strong written, verbal, analytical, organizational, and problem-solving skills. 3Ability to manage multiple priorities while maintaining exceptional attention to detail and service quality. 3Proven ability to collaborate effectively across departments and influence positive outcomes. 3Experience with Five9 or a comparable cloud-based contact center platform preferred. 3Credit union, banking, or other financial services experience preferred. 3Experience with chat, secure messaging, artificial intelligence, automation, self-service technologies, or workforce management practices preferred. WORK SCHEDULE: This position is eligible for a hybrid work arrangement. Regular onsite attendance is expected Tuesday through Thursday, with additional onsite presence required for training, operational needs, or technology-related support. BENEFITS: 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. Salary Description $80,000 - $93,500