Sidney Federal Credit Union
Here at SFCU we define our culture as one of GROWTH. Growing our member, growing our employee, and growing our organization. This is a great opportunity to join our innovative and growing SFCU team. In this role, you will be responsible for leading the strategy including both chatbot and voice bot experiences. This role ensures these tools consistently deliver accurate, empathetic, and helpful interactions, while using data-driven insights to identify areas for improvement, enhance member satisfaction, and increase efficiency.
This role is ideal for someone who blends strategic thinking, conversational content skills, and data-driven optimization to deliver exceptional digital service experiences. The ideal candidate is passionate about creating seamless, human-centered interactions through AI chat and voice tools and enjoys using analytics to continuously improve performance. They bring experience in areas like UX, conversation design, customer experience, or digital product optimization, and thrive in cross-functional environments.
Reporting:
Hybrid with minimum 2 days on site reporting - Cicero, NY or Liverpool, NY.
Salary:
$70,544 - $88,180
Key Responsibilities
Own the end-to-end experience for AI chat and voice systems, ensuring interactions are natural, helpful, and on-brand.
Map member journeys and use cases (e.g., loan inquiries, fraud concerns, account access) to design conversational flows that resolve issues efficiently and empathetically.
Collaborate closely with Marketing and the Virtual Branch/Contact Center to gather member insights and feedback, using that input to optimize AI performance and ensure alignment with business goals, service standards, and evolving member needs.
Write and manage clear, consistent, and conversational content for both text and voice interactions.
Regularly review transcripts and call logs to identify gaps, confusion, or failure points in the AI's performance.
Define and track key performance metrics such as resolution rate, member effort score, containment rate, deflection rate, response accuracy, and escalation frequency.
Conduct ongoing A/B testing to optimize conversational flows and improve self-service success.
Work with management to continuously develop reporting and analysis. Stay updated on industry best practices and emerging trends in call center operations and customer service to ensure continuous improvement.
Partner with AI platform vendor(s) to train new intents, update entity libraries, and ensure the AI learns from real-world interactions.
Ensure content complies with regulatory and privacy requirements.
Knowledge And Skills
Required Qualifications
A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree, or (3) job-specific skills acquired through an apprenticeship program.
5-8 Years Of Related Experience, Including
At least 5 years in call center operations, data analysis, or a related field
3-5 years of experience in the financial industry
Advanced knowledge of call center operations, with experience in conversational content creation and/or AI/chatbot optimization
Strong analytical skills with the ability to translate data insights into actionable improvements
Strong communication skills essential to clearly convey ideas and insights to both technical partners and non-technical stakeholders, demonstrate team-oriented thinking, proactive approach, and ability to translate feedback into strategic improvements aligned with organizational goals
Strong understanding of digital and AI trends, with ability to apply best practices to enhance member interactions, improve self-service effectiveness, and elevate the overall digital support experience.
Strategic Vision: Ability to develop and execute forward-thinking strategies for AI-driven member service channels that support SFCU's growth, enhance digital experience, and strengthen competitive edge in member engagement and service delivery.
Analytical Mindset: Skilled in analyzing AI performance metrics and member interaction data to drive continuous improvement of chatbot and voice bot experiences and align with business goals.
Innovative Thinking: Creative and data-driven, with strong understanding of AI and digital
Preferred Qualifications
Experience with Glia preferred
Credit Union or banking experience
Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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This role is ideal for someone who blends strategic thinking, conversational content skills, and data-driven optimization to deliver exceptional digital service experiences. The ideal candidate is passionate about creating seamless, human-centered interactions through AI chat and voice tools and enjoys using analytics to continuously improve performance. They bring experience in areas like UX, conversation design, customer experience, or digital product optimization, and thrive in cross-functional environments.
Reporting:
Hybrid with minimum 2 days on site reporting - Cicero, NY or Liverpool, NY.
Salary:
$70,544 - $88,180
Key Responsibilities
Own the end-to-end experience for AI chat and voice systems, ensuring interactions are natural, helpful, and on-brand.
Map member journeys and use cases (e.g., loan inquiries, fraud concerns, account access) to design conversational flows that resolve issues efficiently and empathetically.
Collaborate closely with Marketing and the Virtual Branch/Contact Center to gather member insights and feedback, using that input to optimize AI performance and ensure alignment with business goals, service standards, and evolving member needs.
Write and manage clear, consistent, and conversational content for both text and voice interactions.
Regularly review transcripts and call logs to identify gaps, confusion, or failure points in the AI's performance.
Define and track key performance metrics such as resolution rate, member effort score, containment rate, deflection rate, response accuracy, and escalation frequency.
Conduct ongoing A/B testing to optimize conversational flows and improve self-service success.
Work with management to continuously develop reporting and analysis. Stay updated on industry best practices and emerging trends in call center operations and customer service to ensure continuous improvement.
Partner with AI platform vendor(s) to train new intents, update entity libraries, and ensure the AI learns from real-world interactions.
Ensure content complies with regulatory and privacy requirements.
Knowledge And Skills
Required Qualifications
A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree, or (3) job-specific skills acquired through an apprenticeship program.
5-8 Years Of Related Experience, Including
At least 5 years in call center operations, data analysis, or a related field
3-5 years of experience in the financial industry
Advanced knowledge of call center operations, with experience in conversational content creation and/or AI/chatbot optimization
Strong analytical skills with the ability to translate data insights into actionable improvements
Strong communication skills essential to clearly convey ideas and insights to both technical partners and non-technical stakeholders, demonstrate team-oriented thinking, proactive approach, and ability to translate feedback into strategic improvements aligned with organizational goals
Strong understanding of digital and AI trends, with ability to apply best practices to enhance member interactions, improve self-service effectiveness, and elevate the overall digital support experience.
Strategic Vision: Ability to develop and execute forward-thinking strategies for AI-driven member service channels that support SFCU's growth, enhance digital experience, and strengthen competitive edge in member engagement and service delivery.
Analytical Mindset: Skilled in analyzing AI performance metrics and member interaction data to drive continuous improvement of chatbot and voice bot experiences and align with business goals.
Innovative Thinking: Creative and data-driven, with strong understanding of AI and digital
Preferred Qualifications
Experience with Glia preferred
Credit Union or banking experience
Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
#J-18808-Ljbffr