What are the responsibilities and job description for the AVP of Digital Engagement and Operations position at DuPage Credit Union?
At DuPage Credit Union, we are driven by our vision and values, which shape our culture and guide us in everything we do. These values reflect what we stand for and guide how we operate: Integrity. Innovation. Collaboration. Excellence. Empowerment.
By making these values central to all that we do, we can realize our vision of being a financial institution Where Financial Futures Thrive™.
We are excited to share that we are seeking a strategic leader to join our team as the Assistant Vice President of Digital Engagement and Operations (AVPDEO).
Position Overview
The AVPDEO is responsible for leading the seamless integration and enhancements of member engagement across digital service channels, branches, and contact centers.
This leadership role will ensure outstanding member experience across email support, chat services, phone calls, and in-person interactions. By collaborating with other teams, the AVPDEO enhances service efficiency and ensures operational effectiveness to drive business success.
Key Responsibilities
- Oversee operations of branches and contact centers to ensure high-quality member service, process efficiency, and improved wait times.
- Create a seamless omni-channel experience by integrating digital solutions with branch and contact center operations.
- Identify opportunities for process improvements and cost savings within digital platforms and in-person service channels.
- Use member feedback and analytics to enhance satisfaction and continuously improve service experience.
- Lead initiatives to implement new technologies and tools that enhance digital experiences and operations.
- Work closely with IT, marketing, branch operations, and member service teams to align strategies for a cohesive member experience.
- Foster a culture of continuous improvement and professional development for branch and contact center staff, ensuring expertise in digital tools and technologies.
- Establish and track key performance indicators (KPIs) for digital engagement and operational performance, adjusting strategies to meet business objectives.
- Ensure compliance with industry regulations, internal policies, and cybersecurity standards.
- Develop and execute strategies to enhance member engagement across digital service channels, including email, live chat, and chatbots, while managing and implementing digital projects from concept to execution to ensure efficiency and success.
- Stay current with industry trends and emerging digital technologies to drive innovation and continuous improvement.
Qualifications
- Bachelor’s degree in business, Marketing, Digital Media, or a related field; Master’s degree preferred.
- 8-10 years of experience in digital strategy, experience management, or operations, with at least 3 years in a leadership role.
- Strong ability to analyze and translate complex data into actionable strategies.
- Excellent project management skills with the ability to manage multiple initiatives simultaneously.
- Exceptional communication and interpersonal skills for effective collaboration with senior leadership, cross-functional teams, and external vendors.
Work Environment
The AVPDEO will work in a dynamic, collaborative, and fast-paced environment, based at our operations center with a flexible hybrid work option. This role involves frequent interaction with key stakeholders and may require travel to branch offices, conferences, partner meetings, or community events.
Benefits include:
- Generous Time Off
- Medical
- Dental
- Vision
- Calm Premium Membership
- Volunteer Benefit Time
And so much more
