Credit Union of Colorado
MemberExperienceCenterTechnologyandAnalyticsManager
“Member Experience Center Technology and Analytics Manager at Credit Union of Colorado. Skills: Technology roadmap, Contact center technology, Data analytics. Champion MXC technology, systems, data. Deliver future focused roadmaps”
What You'll Achieve.
Deliver best-in-class contact center experiences; Drive efficiencies; Elevate member and employee experiences; Meet/exceed service expectations; Enhance proactive decision-making; Maximize vendor ROI; Meet department metrics/SLAs; Ensure measurable impact
Industry & Context.
Creative problem-solving
Lift/move up to 10 pounds, Position self under desks, Travel to CU locations
What They're Looking For.
Must Have
Bachelor's degree or equivalent experience, 1 year IVA/IVR design experience, 3 years contact center platforms experience, 5 years leadership experience, Telecom/telephony projects experience
Nice to Have
3 years contact center leadership experience
What You'll Do.
Champion MXC technology
Deliver future focused roadmaps
Implement AI-driven solutions
Explore emerging technologies
Introduce new MXC technology functionality
Lead change management initiatives
Use MXC data to tell story
Execute strategic MXC technology roadmap
Develop predictive analytics strategies
Manage technology risk
Lead MXC technology team
Manage vendor relationships
Empower employees with real-time data
Foster cross-functional collaboration
Provide guidance on contact center design
Stay current on industry best practices
Recommend changes to policies
Direct staff monitoring and reporting
Establish and track KPIs
Lead department initiatives
Participate in organizational projects
Build interpersonal relationships
Participate in community activities
Perform additional duties
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Collaboration with IT; Collaboration with Strategic Operations; Collaboration with Digital Services; Collaboration with Data and Analytics; Interpersonal relationships with peers; Relationships with external vendors
Communication Scope
Effective presentation skills
Process & Methodology
Roadmap planning
Applying for this Member Experience Center Technology and Analytics Manager role?
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What do employees actually say about Credit Union of Colorado?
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