Lori Moore Leads AI Transformation at Global Credit Union to Enhance Member Experience

What's Happening?

Lori Moore, Senior Vice President of Technology Engineering at Global Credit Union, is leading a transformative initiative to integrate AI and automation into the credit union's operations. Her philosophy of 'people-first automation' focuses on using technology to enhance human capabilities rather than replace them. This approach has resulted in significant value generation, with the credit union's robotics program alone creating $250,000 in value last year. Moore's integration platform processes 300 million transactions annually, delivering $1.2 million in value back to the credit union, benefiting its members directly. The AI operations program has saved 62,000 hours and performed 381,000 automated actions in 2025, reducing the need for context switching and improving service delivery.

Why It's Important?

The strategic use of AI and automation by Global Credit Union underscores the potential for technology to transform financial services by enhancing efficiency and member satisfaction. Moore's approach ensures that the cooperative structure of credit unions is maintained, with surplus value returned to member-owners. By automating routine tasks and providing proactive service, the credit union is able to focus on more complex member needs, setting a benchmark for other institutions in the industry.

What's Next?

As Global Credit Union continues to expand its automation initiatives, it is expected to further increase the value generated for its members. The ongoing development of AI operations programs will likely lead to additional savings in staff time and improved service delivery. The credit union's proactive approach to member services, including pre-populating information and flagging potential issues, sets a precedent for other financial institutions to follow in leveraging technology to enhance customer experiences.

Beyond the Headlines

The ethical implications of AI and automation in financial services are significant, as they challenge traditional roles and require careful consideration of the balance between technology and human interaction. Global Credit Union's focus on 'people-first automation' addresses these concerns by prioritizing member experience and ensuring that technology serves to augment rather than replace human capabilities.