Member Experience Manager

Schedule:
Mon- Fri

Overview:
Responsible for the member experience and member service strategy for the Credit Union. Plans, develops and implements the plan across the entire footprint and throughout the various touchpoints in the organization. Integrates data from both internal and external sources paired with third-party data and market research providing a comprehensive view of the Credit Union’s performance and position with meeting member’s service expectations. Collaborates with various branch and department leaders in the organization as well as communicates with other credit unions and service groups to assist in delivering a superior end-to-end experience across all channels and touchpoints of the member journey.

Reports on the various service channels including in-depth analysis and insights into causation with the different service factors and ideas for improvement stemming from communication with Credit Union branch and department leadership. Delivers data metrics, reports, dashboards and analysis to support the organizational strategic plan. Implements reporting controls and standards to ensure accuracy and timeliness of member service data. Utilizes industry knowledge of current service metrics and suggests changes or enhancements into how the Credit Union can more effectively measure the member experience. Provides data to support the Enterprise Risk Management strategy and controls.

Oversees the Spanish language efforts coordinating the various touchpoints throughout the member experience. Ensures that all Spanish initiatives housed throughout the organization are coordinated and congruent to provide the same quality of service members expect from AFCU. Develops measurement tools and metrics to confirm Spanish service levels are meetings expectations. Collaborates with leadership enterprise wide on ideas for future enhancements and offerings to our Spanish language member experience.

Manages vendor relationships as assigned with third-party companies and service providers. Ensures system integration between the Credit Union and service providers function properly and stays apprised of potential improvements or enhancements to systems. Maintains all critical data with highest standard of confidentiality and professionalism. Develops, designs and maintains the member service infrastructure and data sources to support the analysis and reporting needs.

Coordinates internal service recognition program, compliments, and concerns submitted through feedback channels. Ensures proper escalation, follow-up or reconciliation takes place as appropriate. Works with Credit Union leadership to assist in goal setting as it relates to member service metrics. Aligns member experience strategy to support and reinforce organizational goals and strategies. Supervises the Member Experience department staff.

Responsibilities:
1. Implements organizational member service strategy

a. Responsible for the design, development and execution of the long-term member service strategies
b. Ensures current approach for measuring, collecting, and reporting data is consistent with organizational goals
c. Identifies critical touchpoints in the member journey and makes certain data can be and is collected to measure effectiveness of member service delivery

2. Integrates external data

a. Coordinates appropriate external data sources where needed
b. Ensures proper integration of data with internal systems and reporting
c. Works with industry sources to identify, define, and benchmark performance against industry standards
d. Utilize forecasts, modeling, and various segments to identify trends and potential outcomes
e. Use appropriate market research to complement internal findings

3. Oversees design, development and performance of member service reporting and analysis

a. Ensure Senior Management, relevant business owners and leaders within the Credit Union are informed of service data in a timely fashion
b. Data points, insights and findings are communicated accurately, clearly and concisely
c. Emerging trends and evolving member expectations are noted and passed along to appropriate leadership
d. Researches and analyzes findings to determine potential causation and suggested solutions
e. Provides reporting used with Board of Directors, Senior Management, Branch and Department leadership, ERM Committee and other functional areas of the Credit Union

4. Directs Spanish language initiative for the Credit Union

a. Coordinates and collaborates with organizational leadership involved with touchpoints in the Spanish member experience
b. Ensures each enhancement and offering is consistent with member service standards
c. Develops reporting metrics to measure effectiveness of each Spanish touchpoint
d. Assists in generating ideas for future Spanish language enhancements

5. Collaboration with Credit Union management

a. Assists leadership throughout the organization with goals and structure as it relates to the member experience
b. Credit Union leaders are made aware of critical service issues as they arise
c. Seeks additional insight and solutions from internal leadership as it relates to current service issues
d. Regularly provides insight and data to ERM Committee as it relates to risk management with the member experience

6. Internal feedback and recognition

a. Coordinates the internal employee recognition program for excellent member service
b. Assists in the annual service awards and recognition program
c. Elevates serious concerns to appropriate departments or individuals who can assist in reconciling issues
d. Maintains confidentiality with concerns and feedback

7. Manages Member Experience department staff

a. Provides leadership to personnel through effective objective setting, delegation, and communication
b. Conducts internal meetings as needed including staff meetings, one on one meetings, performance evaluations, and trainings
c. Directs, schedules, and coordinates department functions
d. Ensures department personnel are well-trained and effective through regular instruction regarding policy, procedural, regulatory changes, and best practices
e. Ensures that staffing levels are appropriate. Interviews, hires, assigns personnel and oversees timecards and scheduling

8. Responsible for related duties as required or assigned

a. Stays abreast of system enhancements, efficient methods and strategies, new services, and best practices for improving the member experience
b. Works to help support other areas of the Credit Union as needed
c. Completes special projects as assigned

Qualifications:
Training/Education/Certification:

• Bachelor’s degree required, preferably in Business, Marketing, Communication and/or a related field
• MBA degree desirable

Required Knowledge:

• Complete knowledge of Credit Union products, services, systems, policies, and procedures
• Understanding of member experience standards and expectations in the credit union industry
• Business and management knowledge
• Understanding of market analysis techniques, models, and reporting
• Knowledge of survey techniques and strategies
• Negotiation and contract management
• Identifying and mitigating potential reputation risk
• Awareness of the competitive landscape
• Strong knowledge of statistics and related computer applications and financial and market indicators
• General understanding of database theory

Experience Required:

• Five plus years’ applicable experience in an analytical position, preferably in a financial institution
• Two plus years supervisory responsibility

Skills/Abilities:

• Excellent analytical abilities
• Familiarity with compiling and managing data
• Strong desire to continuously enhance overall member experience
• Outstanding verbal and written communication and presentation skills
• Proven ability to collaborate, lead and influence cross-functional teams
• Results based focus
• Excellent interpersonal and organizational skills
• Ability to build relationships of trust
• Strong project management skills and ability to meet deadlines
• Outstanding leadership abilities
• Strong critical thinking and problem-solving abilities
• Keen decision-making skills
• Exceptional creative abilities
• Sharp technical skills
• Proficient in Access, Excel, PowerPoint, and Word
• Familiar with Qualtrics, Medallia, Tableau and/or other data collection and reporting platforms
• Understanding and experience with Sequel Server database management systems

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