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Member Experience Supervisor
3 months ago
The Member Experience Supervisor is responsible for supporting the management and optimization of our Salesforce platform. The role leverages data driven insights to enhance the staff experience, provides user support and training, and collaborates with cross-functional teams to drive continuous improvement of Salesforce.
ESSENTIAL FUNCTIONS AND SUPPORTING DUTIES
- Supervise and lead the Member Experience Analyst, ensuring efficient operations and performance excellence.
- Support the Member Experience Manager as a primary point of contact for Salesforce-related matters.
- Monitor platform performance, identify optimization opportunities, and stay updated with new features to enhance credit union operations.
- Provide guidance, training, and support to credit union staff on Salesforce usage, reporting, and dashboard functionalities.
- Empower team members to leverage data-driven insights to optimize member experiences.
- Collaborate with cross-functional teams across all lines of business to align member experience strategies and drive a better member experience.
- Ensure efficient tracking and timely response to Salesforce related questions, issues, and enhancement request.
- Utilize process and journey mapping to identify gaps and friction points in our staff and member interactions.
- Other duties as requested.
Education: Bachelor's degree in Business, Finance, Data Analytics, or related field or equivalent professional experience.
Experience: 2 - 4 years' experience working in data analytics, member experience, or Salesforce administration. Prior experience in the financial services industry or credit union is desirable.
Knowledge/Skills/Abilities:
- Ability to adhere to BayPort Credit Union's Core Values: Integrity, Be Bold, Communication, Diversity, Innovation, It's On Me, and One Team.
- Experience in reporting and dashboard creation.
- Provide guidance, training, and support to credit union staff on Salesforce usage, reporting, and dashboard functionalities.
- Empower team members to leverage data-driven insights to optimize member experiences.
- Detail-oriented with a focus on data accuracy and quality assurance.
- Ability to work independently and collaboratively within a team environment.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and reserve the right to perform pre-employment substance abuse testing.
