VP, Strategic Initiatives - Remote

Join the People Helping People 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. The Opportunity: The VP, Contact Center Strategic Initiatives leads enterprise transformation and modernization efforts across Contact Center Services & Solutions, with direct responsibility for innovation, systems strategy, automation, and the overall member and client experience framework. This role defines and governs strategic roadmaps that align people, process, and technology, ensuring the Contact Center continues to evolve as a scalable, data-driven, and human-centered organization. The VP oversees our Strategic Initiatives, driving collaboration, innovation, and measurable business outcomes. Day in the Life: Lead the design, execution, and governance of Contact Center Strategic Initiatives, ensuring alignment to enterprise goals and transformation priorities. Oversee the Experience and Strategic Initiatives teams to define and enhance customer, client, and employee journeys through process, data, and technology innovation. Build and manage an integrated roadmap that combines modernization initiatives (IVA, automation, UAD, analytics) with human experience design and measurable performance outcomes. Partner with Technology, Operations, and Vendor Management to ensure seamless delivery of new platforms, tools, and processes across all business lines. Direct the analysis, evaluation, and selection of new technologies and workflows that optimize productivity, scalability, and user experience. Govern the initiatives, ensuring projects are prioritized, resourced, and execu