Marketing Manager

3 weeks ago

West Columbia, United States Digital FCU Full time

Schedule

Monday - Friday 8-5 (40 hrs) Hybrid - 5 days/month onsite

What You’ll Do

Summary/Objective:

This position will play a critical role in guiding and implementing the Member and Employee Experience North Star Ambition and Roadmap, ensuring DCU makes strong progress towards its MX and EX goals over the next 1-3 years, and establishes direction for the future. This individual will be part of a small and mighty team of MX and EX professionals contributing significantly to the future direction of the credit union.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work in close, collaborative partnership with leaders throughout the organization to identify, assess, prioritize, and implement MX and EX improvements and innovations, including Product, Risk & Compliance, Member Services, Branch & Digital Channels, Marketing, Corp Communications, HR, et al, consistent with the North Star Ambition and Pillars (the “Framework”). Introduce, role model and facilitate the application of proven practices, tools, and processes to achieve MX and EX objectives, including use of effective metrics and analytics, journey mapping, member and market insight, design practices etc. Partner with the Learning & Development team and required Subject Matter Experts to design, launch and embed programs to upskill employees on what the North Star is, what Member Experience is, and their roles and accountabilities to deliver DCU’s North Star. Actively support implementation of the MX and EX Governance Model to engage leaders in defining, implementing, and taking accountability for MX results. Provide analytics, results and insights to the Governance team members to measure progress, support decisions, and celebrate success. Partner with Market Research and Decision Analytics leaders to ensure MX and EX strategies and decisions are supported by member insights, data, and facts, and tied to CU goals. Share market insights and member feedback throughout the organization and advocate / demonstrate their application to improving the member experience. Lead internal workshops as a MX and EX subject matter expert, based on L&D priorities. Build and maintain knowledge of evolving MX and EX practices, ensuring these are integrated into ongoing improvement efforts at DCU. Perform other duties as assigned

What You’ll Need

Education and Experience Requirements:

7-10 year successful track record in the Member (or Customer) Experience field, including CX research, program design, measurements, and journey mapping; demonstrated success influencing across organizational boundaries to define and achieve shared goals in a member centric organization. Financial services background a plus but not required. Bachelor’s degree Adept at analyzing and leveraging insights, trends and data to recommend creative solutions; managing big data, recognizing patterns and crafting insights to develop member-centric communication strategies to improve member loyalty measured through NPS (Net Promoter Score), CES (Member Effort Score) and other critical KPI’s. Ability to bring data and member insights to life and help the organization connect these to member experience and CU goals and business results. Strong analytic and statistical skills with prior experience using statistical analysis techniques ∙ Familiarity with quantitative and qualitative research methods, and when to use based on different needs/application. Apply creative analytic methods to solve problems (mathematical skill is important, but also a creative strategist/thinker).

Additional Eligibility Requirements:

A curious mindset to ask the right questions and challenge status quo, always looking to explore new possibilities and seek new ways to learn and problem-solve. Ability to see challenges and obstacles from the consumer’s point of view, understand member expectations and look to create the best possible member experience. Strong leadership and collaboration skills to support all internal cross-functional partners; communicates effectively and comfortably with leadership and colleagues across the organization; strong interpersonal skills. Strong written, verbal and communication skills to inform the organization about new insights and sell in recommendations that advance change. Growth-oriented mindset who is comfortable with ambiguity, strategic thinker, analytical thinker, collaborative, impact and influence, drive for results and agility. Demonstrated ability to lead and manage staff as well as external partners (agencies), work independently, be flexible, and to oversee and execute multiple projects simultaneously while also working effectively under the pressure of deadlines and evolving priorities. Skilled in mentoring and nurturing staff and teams in a very fast-paced environment. A passion for Experience as a lever for differentiation and excellence in the sector. Comfortable in a fast-changing environment; able to lead through ambiguity and deliver results. Familiarity with toolset for hybrid teams e.g., digital whiteboards et al

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

We are proud to be a Equal Opportunity Employer/ Protected Veterans/Individuals with Disabilities.

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