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 resultsdriven Manager to manage and enhance our Omnichannel Communications. Youll work closely with stakeholders and crossfunctional teams to identify opportunities for selfservice enhancements as well as integrate cuttingedge 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 selfservice capabilities for members and streamline communication processes.
• Identify evaluate and execute business usecases for integrating artificial intelligence technologies into member service operations improving efficiency and member satisfaction. Lead the of AIdriven initiatives that enhance communication channels.
• Partner with Member Experience Leaders and leverage analytics to identify and prioritize key business usecases 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 unions service offerings. Advocate for and lead efforts to implement new solutions that align with the longterm vision for member engagement.

Qualifications:

• Bachelors 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 decisionmaking.
• 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.
• Selfdriven resultsoriented adaptability and eagerness to learn and implement new technologies.
• Customercentric mindset with a passion for enhancing member experience and focus on continuous improvement.

Compensation & Benefits:

Budgeted amount for annual salary is $100000. 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 shortterm disability longterm 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 1000 hours of service and reaching age 20.

For more information about benefit offerings please visit our careers page: CCU

Founded in 1930 and headquartered in Lake Forest IL Consumers Credit Union (CCU) has $4 billion in assets and serves more than 260000 members making it one of the largest credit unions in the state. CCU believes that nobody needs banks on every corner but everyone needs people who are in their corner. To learn more visit

Equal Opportunity Employer

CCU complies with the requirements and spirit of the law in the implementation of all facets of equal opportunity in employment. There will be no discrimination on the basis of race ancestry color religion sex sexual orientation gender identity marital status pregnancy age national origin citizenship disability genetic information military status (including unfavorable discharge from the military) criminal or arrest history (unless job related) crime victim status or any other protected characteristic in the recruitment selection training utilization promotion termination or any other employment actions or term and condition of employment. CCU complies with applicable state and local laws governing nondiscrimination in employment in every location in which CCU has facilities.

We are committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities. If reasonable accommodation is needed to participate in the job application or interview process please contact our Human Resources team at: or.