Department: Member Experience
Reports To: Chief Experience Officer
Classification: Exempt
Essential Functions & Responsibilities:
25%
Serves as the functional leader of the Member Experience program. Designs, builds, and matures the program structure, operating routines, and organizational chart within the MX vertical required to execute the Member Experience Strategy. Chairs the MX Driver Steering Committee, maintains its charter and meeting cadence, and manages escalation pathways to the Executive Steering Committee. Ensures the program rigorously pursues and achieves objectives, goals, and scorecard metrics as outlined in the Strategic Business Plan, Member Experience Strategy, or as assigned.
20%
Owns the credit union's member listening and measurement architecture. Designs and operates voice of member programs, journey analytics, and MX scorecard metrics spanning the Member Acquisition, Increased Member Participation, and Member Retention pillars. Consistently leverages data and analytics to develop a strong understanding of member needs, behaviors, and friction points, and translates insight into prioritized action and strategic recommendations for executive leadership.
20%
Recruits, hires, trains, and coaches. Establishes and maintains objective accountability measurements and evaluates performance on all direct reports. Creates and maintains a coaching culture to consistently strive toward the highest level of achievement and performance for every employee.
20%
Leads cross-functional experience improvement across the member journey. Facilitates journey mapping, service design, and root cause analysis in partnership with branch, contact center, digital, lending, marketing, and support divisions. Maintains a prioritized experience roadmap and works with teams to align people, process, and technology to close experience gaps and deliver exceptional member experiences.
10%
Builds enterprise Member Experience capability and culture. Develops training, champion networks, closed-loop feedback routines, and communication cascades that embed member-centric decision making throughout the organization. Stays current on applicable regulations, credit union policies, operational controls, service, and security procedures to ensure compliance throughout assigned areas of the credit union.
5%
Proactively performs other duties as needed or assigned.
Knowledge and Skills:
Experience
Five years to eight years of similar or related experience, including experience leading customer or member experience, insights, or experience transformation programs and building teams or functions from the ground up.
Education
Equivalent to a college degree (BS or BA in a relevant field).
Interpersonal Skills
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other Skills
In depth knowledge of experience management disciplines is required, including voice of member and survey design, journey mapping and service design, experience measurement (such as NPS, CSAT, and effort metrics), closed-loop feedback, and program governance. Must have the ability to analyze quantitative and qualitative data and make recommendations based on findings, including member economics such as cost of acquisition and member lifetime value. Must possess a working knowledge of all laws and regulations applicable to credit unions and related businesses. Must have good communication, supervisory, and leadership skills, with a demonstrated ability to influence and align cross-functional teams without direct authority. Must possess excellent organizational and analytical skills; must be able to coordinate a variety of projects; must be self-directed. Must possess high level writing and communication skills including the ability to write effective reports, prepare effective presentations, and speak in public to a variety of constituencies. Professional experience management certification (such as CCXP) is a plus. Must be bondable. Proficient in Microsoft Office applications and be able to run spreadsheets, word processing, and publishing software as well as other general office equipment.
Physical Requirements
Some adjusting or moving objects up to 30 pounds in all directions. Must be able to remain in a stationary position, often standing or sitting for prolonged periods. Repeating motions that may include the wrists, hands and/or fingers while using computer. Communicating with others to exchange information. Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication, and make fine discernments in sound. Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading.
Work Environment
This job is an exempt position that requires flexibility in scheduling tasks and projects. The employee must independently monitor hours and judge the time needed to be spent on applicable duties. Employee must be capable of adjusting to unpredictable schedules proactively. As a direct representative of the Credit Union, the employee must conduct and present themselves courteously and professionally. Exposed to potentially hazardous conditions, i.e., robbery. Travel to all credit union regions may be required.
Disclaimer:
Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer. Additionally, travel to all credit union regions may be required.
