As an organization under new CEO leadership, DCU is entering an exciting phase of continued growth through member experience excellence. The DCU vision of ‘All Members Achieve Their Financial Goals Collaboratively’ means we want to be the catalyst and the cheerleader for our members’ long-term financial success.

• Collaborates and consults with senior leadership to understand the organization’s goals and strategy and then define, develop and build the Service Excellence function for the Shared Services organization establishing the critical functions within that umbrella to achieve success, including complaint resolution, quality, KPI development and ongoing management
• Bring expertise to bear in the organization by enabling all four reporting areas to achieve their key objectives and find collective economies of scale
• Harness the power of trends and data to arm the Member Services organization with key recommendations to drive asset growth and overall member satisfaction
• Build the coaching/leadership function to provide structured guidance, training and support to a network of 50+ people managers in meeting KPI’s.
• Develop a centralized reporting function giving all departments that comprise Member Services a single source of truth and trusted set of data to action against
• Work collaboratively with leaders across both Shared Services and the larger Member Service organization to achieve DCU’s collective goals
• Develops budgets, policies, and procedures to support the functional infrastructureDevelop critical business knowledge that can be employed across Member Services with an aim to ultimately deliver relevant expertise cross-organizationally throughout the credit union
• Partner with the VP of Shared Services to build a cross-organizational change management discipline to understand the scope of changes that will impact members and member facing functions, and work with all business areas to time those changes effectively to allow front line employees to appropriately absorb those changes
• Perform other job-related duties as assigned by Managers(s).

• Master’s degree preferred.
• 5+ years of management/supervisory experience, preferably in a financial institution.
• Direct experience building or executing a coaching/leadership program preferred
• 7+ years of related experience
• Knowledge of Quality best practices in a call/contact center environment required