The conversion included online banking user experience changes and temporary banking access gaps.

Members required timely, clear communication to reduce confusion and frustration.

Internal coordination was essential to ensure consistency across all channels.

The rollout required a phased communication plan over time.

Led the development of the member communication strategy

Coordinated messaging across digital, print, and branch channels

Helped translate operational details into accessible member-facing language

Supported website integration and digital presentation updates

Ensured communication timing aligned with implementation milestones

Prioritized clarity, reassurance, and consistency throughout the conversion timeline

Structured communications to prepare members in phases rather than all at once

Balanced operational detail with ease of understanding

Reinforced trust during a high-change member experience

Single informational web page to direct all communications (used by front line employees and members)

Schedule of changes included on web page

Member print mail, emails and texts sent to members

Branch signage and support materials

Helped support a smoother member transition during a complex operational change

Directed strategic member communications during a core system conversion, helping to re-engage over 8,500 users within two weeks