Omnichannel Communications Manager

Consumers Credit Union (CCU) is seeking an Omnichannel Communications Manager to join the Sales and Service team! This is an exciting new opportunity for a dynamic and results-driven Manager to manage and enhance our Omnichannel Communications. You’ll work closely with stakeholders and cross-functional teams to identify opportunities for self-service enhancements as well as integrate cutting-edge artificial intelligence technologies into our service functions.

Schedule/Location: This position offers a hybrid work schedule where some of your work week will be onsite at our modern and amenities driven Lake Forest office and the rest will be spent working remotely.  

Key Responsibilities:

• Develop, implement and continually enhance a roadmap for optimizing existing and future member communication software solutions (telephony, chat, SMS, and email) to enhance self-service capabilities for members and streamline communication processes.
• Identify, evaluate, and execute business use-cases for integrating artificial intelligence technologies into member service operations, improving efficiency and member satisfaction. Lead the execution of AI-driven initiatives that enhance communication channels.
• Partner with Member Experience Leaders and leverage analytics to identify and prioritize key business use-cases that will maximize Return on Assets (ROA) and drive improvements in Member Satisfaction Metrics.
• Build strong relationships and partner with teams across the credit union to understand business needs and implement technology solutions that address member communication challenges. Drive the adoption and integration of communication tools that best support organizational goals.
• Oversee the daily operations of communication platforms to ensure they are optimized for maximum performance, uptime, and member satisfaction. Address any issues that arise and collaborate with vendors and internal teams for troubleshooting and resolution.
• Stay current on emerging technologies and trends in communication and AI to continually innovate and enhance the credit union’s service offerings. Advocate for and lead efforts to implement new solutions that align with the long-term vision for member engagement.

Qualifications:

• Bachelor’s degree in Business, Information Systems, Technology, or a related field (preferred).
• 2+ years working with communication platforms (e.g., TalkDesk, Genysis, or similar) required.
• 2+ years experience in product ownership or related role (preferred).
• Proven track record of developing and implementing communication solutions to improve customer/member experience.
• Experience integrating artificial intelligence into customer service or communication processes is a plus.
• Strong analytical skills with the ability to interpret data and leverage analytics to inform decision-making.
• Excellent project management, attention to detail and organizational skills.
• Exceptional communication skills, with the ability to clearly articulate ideas and collaborate effectively with stakeholders at all levels of the organization.
• Ability to think strategically and solve complex problems creatively.
• Self-driven, results-oriented, adaptability and eagerness to learn and implement new technologies.
• Customer-centric mindset, with a passion for enhancing member experience and focus on continuous improvement.

Compensation & Benefits:

Budgeted amount for annual salary is $100,000. Position is eligible for an annual bonus opportunity.

Consumers Credit Union provides eligible employees an opportunity to participate in our medical (High Deductible, HMO and PPO), dental, vision, spending accounts, short-term disability, long-term disability, life insurance and other plans effective date of hire. You will be eligible to participate in the 401(k) savings plan at any time. You will be automatically enrolled in the pension plan following six months of employment and 1,000 hours of service and reaching age 20.