In this hybrid role based at our Chicago headquarters, you will ensure a seamless end-to-end member experience across Alliant's partner ecosystem. Work cross-functionally with marketing, product, technology, servicing, operations, compliance, legal, analytics, and external partners to identify, optimize, and operationalize member journeys from acquisition through onboarding, engagement, servicing, and retention. Improve operational effectiveness, member satisfaction, and business outcomes across partner programs by applying strategic thinking, data analysis, process improvement, and stakeholder influence.
Essential Responsibilities- Own the end-to-end member experience across partnership programs by documenting, analyzing, and continuously improving member journeys.
- Identify friction points, operational gaps, and customer pain points across acquisition, onboarding, servicing, and retention processes.
- Develop recommendations and implementation plans to improve member experience, operational efficiency, and partner performance.
- Measure key member experience metrics, operational performance indicators, and business outcomes to drive continuous improvement.
- Partner with team such as marketing, product, technology, servicing, operations, compliance, risk, and legal to align requirements and deliver seamless member experiences.
- Coordinate cross-functional initiatives and partner with EPMO to ensure partnership programs launch successfully and operate effectively.
- Facilitate working sessions and stakeholder meetings to resolve issues, drive decision-making, and maintain alignment across teams.
- Manage operational readiness activities, ensuring business processes, systems, communications, and servicing teams are prepared to support new and existing partner programs.
- Design and implement operational standards, documentation, governance processes, and service-level expectations across partner programs.
- Monitor operational performance and partner-specific issues, driving root cause analysis and corrective action plans.
- Establish reporting and dashboard requirements to provide visibility into program performance, member experience, and operational health.
- Serve as a primary operational liaison between internal stakeholders and external partners for program execution and ongoing optimization.
- Communicate program performance, operational risks, dependencies, and recommendations to leadership and partner stakeholders.
- Support business case development, program evaluations, and strategic initiatives related to partnership growth and member engagement.
Education & Years of Experience- Minimum - 4 Year Bachelors Degree in Business Administration, Marketing, Operations Management, Finance, Information Security or related
- Preferred - Graduate Degree in Business Administration (MBA) or related
- Minimum - 5 Years of Operations, customer experience, product management, partnership management, consulting, or related
- Minimum - 3 Years of Leading complex cross-functional initiatives involving multiple stakeholders with a focus in product, marketing, digital and servicing or related
- Minimum - 5 Years of Documenting business processes, customer journeys, operational workflows, and business requirements
- Minimum - 5 Years of Analyzing operational, customer, and business performance data to identify improvement opportunities
In Lieu of Education8 Years of Partnership operations, program management, customer experience, business operations, consulting or related
Compensation & Benefits:Typical hiring range: $119,400.00 to $204,600.00 Annually. Actual compensation will be determined using factors such as experience, skills & knowledge.
Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match including:
- Annual performance bonus
- Work from home up to 3 days a week
- Paid parental leave
- Employee discount programs
- Time off including paid personal and sick days
- 11 paid holidays
- Education reimbursement
*Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.
Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.
The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.
