Basic Function
The CX (Client Experience) Operations Specialist ensures the smooth and efficient execution of operations across Lumin Digital’s delivery organization. This role drives operational excellence through data accuracy, process improvement, and cross-team coordination. Success requires strong organization, attention to detail, and a proactive approach to optimizing delivery performance.
Essential Functions and Responsibilities:
Manage and maintain delivery operations data, ensuring accuracy and consistency across systems, tools, and reports.
Track and monitor professional services requests and delivery progress against defined timelines.
Manage and execute change order processing within the Delivery organization, coordinating with Legal and other teams as required.
Perform accurate and timely data entry of client information into the CRM system.
Develop and refine processes, templates, and documentation to support standardized execution of delivery.
Coordinate cross-functional workflows between Professional Services, Technical Delivery, and Client Experience teams.
Identify and implement process improvements that enhance operational efficiency and strengthen client outcomes.
Prepare, analyze, and distribute delivery performance reports for internal leadership and investor audiences.
Maintain compliance with internal standards and data governance practices to ensure integrity and accountability.
Perform other duties and special projects as assigned.
Position Specifications
Education:
Bachelor’s degree in Business, Finance, Accounting, Economics, Operations Management, or a related field preferred.
Experience:
Three (3) years of experience in an operations, project coordination, or business analyst role, preferably within a SaaS, fintech, or digital banking environment.
Demonstrated experience supporting delivery or client success teams through process and data management.
Proven track record of driving operational efficiency and improving cross-team collaboration.
Knowledge, Skills, & Abilities:
Strong interpersonal skills with a natural ability to build trust and rapport across teams.
Excellent written and verbal communication skills, with clarity, professionalism, and empathy.
Highly organized and detail-oriented; able to manage multiple priorities and meet deadlines in a fast-paced environment.
Proficiency with CRM systems (e.g., HubSpot) and collaboration platforms (e.g., Google Workspace, Zoom, Jira).
Analytical mindset with the ability to interpret data and translate findings into process improvements.
Collaborative and resourceful, with a commitment to service excellence and continuous improvement in a dynamic, fast-paced environment.
Commitment to client satisfaction, service excellence, and proactive issue resolution.
Background in fintech, digital banking, or client-facing SaaS is a plus.
Travel:
Minimal, generally 12 days or less per year.
LIFE AT LUMIN DIGITAL
Lumin Digital is a trailblazer in digital banking solutions, driven by a unique approach to technology, service, and people. We empower credit unions and banks by creating cutting-edge digital experiences that continuously serve, engage, and grow their membership base. Lumin is 100% cloud-native, purpose-built to unlock the full advantages of the cloud for financial institutions and their users.
At Lumin, we thrive on curiosity and innovation. Our culture fosters trust - in our expertise and decisions, respect - for diverse perspectives and talents, and boldness - in pursuing innovative paths. These values guide us, shaping a workplace where collaboration thrives, ideas flourish, and new possibilities are discovered. Focused on continuous improvement and innovation, we encourage our team to explore, experiment, and put new ideas into action, challenging the usual way of doing things.
All qualified applicants, including those with arrest or conviction records, will be considered for employment. Any conditional offer will include a notice regarding the review of the candidate’s criminal history as part of the hiring process.
