Director, Member Experience

Role:

Responsible for overseeing and enhancing the overall satisfaction and engagement of credit union members. Involves developing and implementing strategies to improve member interactions, ensuring a positive member journey, and fostering a long-term relationship. Responsible for leading the design of member service experiences across all products and delivery channels of the credit union and includes leading the enhancement and introduction of products and services. In addition, will lead cross-functional internal teams and potentially external teams focused on the member journey mapping. This role collaborates with various departments to maintain high service standards, implements feedback mechanisms, and identifies opportunities

Essential Functions & Responsibilities:

Research, develop, implement, and monitor Member Experience initiatives that align with the credit union's strategic goals and objectives. Monitor member feedback and satisfaction levels, analyze data.

Make recommendations, and lead change to improve the overall member experience. Collaborate with cross-functional teams to ensure a consistent and seamless member experience across all channels, including digital and traditional. Work with the training department to implement training programs for staff to ensure excellent member interactions.

Develop product strategies aligned with business objectives and oversees the product life cycle, including product and service enhancements and implementation of new products and services. Collaborate with internal product teams, conduct competitive analysis, and monitor produce performance to drive growth.

Make recommendations and lead change to improve overall member experience. Collaborate with cross-functional teams to ensure a consistent and seamless member experience across all channels, including digital and traditional. Work with the training department to implement training programs for staff to ensure excellent member interactions.

Identify member segments and needs, define, and continuously improve research methodologies, collect data, conduct analysis/synthesis, and report opportunities to improve member experience.

Ensure the member voice is represented on credit union projects.

Stay updated on industry trends and best practice.

Other duties as assigned.

Performance Measurements:

Evaluated based on member satisfaction surveys and ratings, with a goal of maintaining or improving overall satisfaction scores.

Evaluated based on the credit union's member retention rates, with a goal of maintaining or increasing member loyalty.

Credit union's ability to meet or exceed service level expectations for member service, such as response times for inquiries or issue resolution.

Effectiveness of training programs for credit union staff, with a goal of improving member engagement and service level

Ability to collaborate effectively with cross functional teams such as Branch Operations, Digital Services, IT, Mortgage, Lending and Training, to ensure a consistent and seamless member experience.

Knowledge and Skills:

Experience

5+ years’ experience in customer/member experience, retail management, and/or product management.

Education

Bachelor’s degree in business, finance, economics, or a related field

Interpersonal Skills

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills:

Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with stakeholders.

Goal driven, self-starter with the ability to work independently, and a champion for change.

Analytical mindset, with the ability to collect, analyze, and interpret data to drive decision-making.

Track record of successfully managing a product life cycle and leveraging system think to successfully influence experience transformation.

Strong attention to detail and the ability to prioritize and manage multiple tasks effectively.

Travel will be necessary to other branches of the credit union.