CCSS Experience & Strategy Principal

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

• Act as a strategic partner and handle complex cross-functional strategic initiatives and confidential issues that must be resolved responsibly, efficiently, and professionally.

• Identify, gather and synthesize key measures that will validate progress against critical short-term initiatives and long-term strategic objectives.

• Develop supporting analysis identifying new markets and key initiatives that will contribute to successful P&L objectives within the Contact Center.

• Operational Strategy Activation: Translate big-picture strategies into clear execution plans, ensuring that implementation is coordinated across CCSS initiatives and grounded in operational reality.

• Project Portfolio Visibility: Maintain oversight across all CCSS projects and initiatives, identifying overlap, surfacing dependencies, and ensuring they ladder up to a cohesive experience.

• Cross-Functional Execution Partner: Work with initiative owners, CCSS leadership, and frontline leaders to guide the “how” of execution and ensuring alignment across teams and consistency and clarity in how we deliver.

• Experience Alignment: Keep the member and client lens front and center during rollout and operationalization — what it feels like, how it’s measured, and how it supports long-term loyalty.

• Experience Standards Shaper: Co-lead strategic initiatives like Inspired Service by defining what great looks like, how we measure it, and how we bring it to life across functions.

• Industry Expertise: Brings a depth 

• Feedback Loop Facilitator: Capture feedback and friction points from frontline and client perspectives to inform iterative improvement and experience refinement.

• Industry Expertise: Elevate the contact center’s role in the experience evolution, ensure we deliver inspired services, and continue to live up to the credit union difference by bringing deep credit union experience, industry knowledge, and a trusted reputation to the role, a critical differentiator as we evolve Velera’s contact center strategy.

• Handle cross functional initiatives and projects of various complexities, actively enabling the efficiency of business operations while working closely with other key stakeholders and leadership.

• Pinpoint and address core issues within business processes for process improvement initiatives and make actionable recommendations through the application of new processes, systems and technology.

• Develop and maintain strong relationships with all business units within the organization, using those partnerships to drive efficient execution and results of enterprise and Contact Center initiatives.

• Assess and analyze functional risk holistically, proactively identifying areas of concerns and ensuring compliance with regulations and quality.

• Perform other duties as assigned.

Qualifications

• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.

• Strong influencing, networking, and critical thinking skills to build and foster existing consultative relationships that drive alignment and partnership opportunities.

• Ability to communicate effectively in both verbal and written formats to executives and leaders at all levels

• Must be committed to a culture of continuous improvement.

• Ability to effectively prioritize and complete tasks and function well in a high-pressure, deadline-driven environment.

• Exceptional organizational skills with the ability to balance multiple projects and teams with contending priorities.

• Ability to think strategically and apply analytical/critical thinking to assignments.

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear

• Specific vision abilities required by this job include close vision

• Ability to occasionally lift/move up to 25 pounds

• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

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Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.