How NACCU Helped Me Grow in My Role: An Interview with Emily Dieker

How NACCU Helped Me Grow in My Role: An Interview with Emily Dieker

When I sat down with Emily Dieker from George Washington University in Washington, DC, I wasn’t just speaking with a seasoned campus credentials professional, I was hearing the story of a leader who’s grown alongside the industry itself. From starting out as a customer service representative nearly two decades ago to leading a complex and expanding office, Emily’s journey is one shaped by persistence, community, and an unwavering commitment to growth. And at every step, NACCU has played a vital role.

A Career Built on Connection

Emily began her career in the card office at George Washington University 19 years ago. Over the years, she steadily moved up through the ranks, ultimately becoming Director in 2019. Like many in the campus credentials field, she found herself navigating a role that was both highly technical and deeply service-oriented, often misunderstood by those outside her department.

“In this field,” Emily said, “you’re usually the only one on campus who really understands what you do. That’s where NACCU comes in, it gives you a network of people who do understand.”

Emily attended her first NACCU conference in 2011 and from the start, NACCU provided her with a community of peers who could offer practical advice, validation, and guidance, especially during pivotal moments like when she moved into her new role as Director and during the COVID-19 pandemic. “That network really became a lifeline,” she explained.

SAGs: A Gateway to Leadership

One of Emily’s most transformative experiences came through her involvement in the Standards and Guidelines (SAGs) Course. Initially she wasn’t accepted in her first application due to the overwhelming applications submitted. Emily applied again during the pandemic, and this time, was accepted.

The timing couldn’t have been better. With campuses locked down and teams working remotely, SAGs offered Emily a critical space to stay connected, develop professionally, and rediscover her voice as a leader.

“SAGs helped me go from being the quiet one in the room to someone who could speak with confidence about the campus card industry, strategy and leadership,” she shared. Not only did she participate, she eventually served as a facilitator for three sessions. Now, she's stepped back to give her own team members the chance to experience the program, but hopes to return to be a facilitator again in the future.

Translating Technical into Leadership

Leading a campus credential office means managing a diverse set of functions, from software and hardware to customer service, and often, without being the technical expert in the room.

Emily spoke candidly about her evolution as a leader: “You don’t need to be the most technical person on the team to lead a technical team. What you do need is the ability to translate the technical to the practical and to communicate it in a way that generates support from partners across campus and university leaders.”

She credits NACCU not just with helping her understand technical terms, but also with providing tools to better communicate those concepts to stakeholders across campus. That skill became especially important when she was promoted to Assistant Director, and later, Director, roles where strategic thinking and cross-functional collaboration are essential.

Growing a Team, Building a Culture

Under Emily’s leadership, her office has more than doubled in size, from six to over twelve staff members. That growth didn’t happen overnight. It took Emily approximately three years to accomplish this goal, due to her strategic planning and developing the long-term perspective of what her larger team would look like.  Her mantra during this time was “think strategically, don’t give up and build positive relationships with all those working around you, inside and outside your department.”

With that growth came a new management structure: three direct managers overseeing hardware, software, and customer service, each empowered to lead their own small teams. “I want them to have autonomy and trust them to take care of their day-to-day operations,” Emily explained. “My role is to support them, provide strategic guidance, and to work with other campus leaders on shared initiatives.”

Professional development is a priority. She ensures that her team gets opportunities to attend conferences and events, just as NACCU had been instrumental in her own development. And when challenges arise, Emily leads by example: whenever there is a project tight on a deadline, she rolls up her sleeves and helps out with everything from basic hardware replacement, testing new devices, and working the customer service line, reinforcing the values of persistence and teamwork.

Advice for Newcomers: “Get Involved”

As someone who’s navigated the complexities of credential services for nearly two decades, Emily had thoughtful advice for those just starting out: “Connect with NACCU and get involved. Join the listserv, attend webinars, go to the conferences if you can. In NACCU you’ll find a community that gets you.”

She also shared her perspective on the broader higher education landscape, noting that not all professional organizations are built the same. In her experience, NACCU stands out for its collaborative spirit. “Other conferences can feel competitive,” she said, “but NACCU is about sharing knowledge and lifting each other up.”

Looking Ahead

Emily today continues to be an active voice in the community, attending the NACCU Networx Access Control, the NACCU Networx Women in Credential Leadership, the yearly NACCU Conference and many other events. Her upcoming NACCU Webinar presentation on strategic planning is one to watch on September 24th: NACCU: Take Charge Of Your Card Program's Future: Strategic Planning 101. I’m personally excited to attend and learn from Emily’s insights.

Interviewing Emily reminded me that leadership isn't about knowing everything, it's about showing up, being willing to grow, and bringing others along with you. And thanks to NACCU, leaders like Emily don’t have to do it alone.