Manager Member Experience

Overview

If you love connecting with people and are ready to grow your career in a company that invests in your success, we’d love to meet you. Come be part of something amazing where your contributions truly matter. Where a hybrid schedule offers the perfect balance of in-person collaboration and remote flexibility, supporting a great work-life harmony.

The Manager Member Experience works together with the VP Experience works to enhance and maintain a member-centric culture. Leads a team responsible for identifying, planning, and executing member experience efforts that directly support the organization’s mission of helping members thrive through our common approach of acting as advisors, assistants, and advocates. Oversees the organization’s Voice of the Member program, including the collection, analysis, and translation of member feedback into actionable insights that improve member satisfaction, loyalty, and retention. Provides both strategic leadership and hands-on expertise in identifying trends, competitive advantages, pain points, and risks related to the member experience while supporting the organization’s goals of continuous improvement and member-centric innovation. Acts as a key driver of enterprise-wide member experience strategy, influencing cross-functional priorities, investment decisions, and service design to ensure alignment with organizational goals.

Responsibilities

• Owns and governs the enterprise member experience framework, ensuring consistency, alignment, and accountability across all business units and delivery channels.
• Establishes and maintains enterprise standards, frameworks, and governance for member experience across all channels and business units.
• Accountable for monitoring and improving member experience KPIs including NPS, retention, product penetration, digital adoption, and cost-to-serve metrics.
• Champions a culture of member-centricity across the organization, embedding experience-driven behaviors and mindset into daily operations.
• Leads organizational change management efforts related to member experience initiatives, including communication, adoption, training, and stakeholder alignment.
• Partners with Digital Banking and technology teams to optimize omnichannel experiences, ensuring seamless integration across digital, contact center, and branch touchpoints.
• Partners with stakeholders to form member insights, identify sources of friction, and enhance the member experience through all delivery channels.
• Responsible for the Voice of the Member program, synthesizing feedback across surveys, complaints, frontline insights, social channels, and operational data to identify opportunities for improvement.
• Responsible for organizational journey mapping efforts to identify pain points, opportunities, and process improvements across all member touchpoints and delivery channels.
• Applies advanced research methodologies and strategic frameworks to enhance member experience strategy, including assisting with the development of personas, journey maps, process maps, workflows, etc.
• Serves as the member experience subject matter expert for enterprise initiatives (e.g., digital transformations, payments enhancements, service model changes), ensuring the voice of the member is embedded in design and execution.
• Leads team members and stakeholders in creating actionable resolution plans for issues that negatively impact the member experience; acts as a conduit for understanding and implementing resolution plans.
• Collaborates with stakeholders on system, process, and workflow implementations that have a direct or indirect impact on the member experience to provide insights and ensure alignment with established protocols.
• Spearheads projects as an Initiative lead in support of the organization's strategy in areas that directly or indirectly impact the member experience.
• Partners with the Transformation Office to ensure successful, member centric implementations.
• Drives project results through Agile methodologies.
• Monitors industry trends, emerging technologies, and competitive benchmarks for changes in member experience best practices amongst a variety of industries and raises opportunities to senior leadership for consideration.
• Monitors and reports on implementation, raises issues to other leaders for quick and effective resolution.
• Evaluates outcomes and results after implementation and reports on them within Logix.
• Develops mechanisms to report, analyze, and measure progress of member experience changes.
• Reviews outcomes to determine if additional modifications and/or mechanisms are required.
• Tracks and reports key metrics to measure the success of efforts to improve the experience of all members.
• Manages NPS and other member satisfaction survey methodologies and metrics that drive desired behaviors and outcomes; provides oversight in data analysis.
• Directs quantitative and qualitative analyses of member feedback using leading practice research and analytics methodologies.
• Creates and delivers insightful presentations that summarize complex analyses and inform business decisions.
• Oversees administration of employee service recognition and suggestion programs.
• Leads the Member Experience Committee meetings on a bi-monthly basis.

Qualifications

Education

• 4 Year / Bachelors Degree Preferred.
• Bachelor's degree in Business Management, Finance, Organizational Development, Information Technology.

Experience

• 7 Years relevant experience or equivalent combination of training and experience.
• 3 Years analytical experience.
• 5 Years leadership experience preferred.

Knowledge, Skills & Ability

• Experience with Voice of Customer (VoC) platforms (e.g., Qualtrics, Medallia) preferred.
• Experience leading enterprise-wide initiatives across multiple business units.
• Strong proficiency with tools and applications commonly used in data analysis and process improvement.
• Ability to analyze and synthesize data and identify trends.
• Ability to use excellent listening, critical thinking, presentation and communication skills to identify potential hazards and/or changes and present complex ideas and recommendations in a clear and articulate manner to all levels of the organization.
• Advanced knowledge of internet research and Office Suite products.
• Ability to multi-task and perform effectively in a fast-paced environment.
• Proven ability to attract, develop and retain a team.
• Process-flow modeling experience a plus.
• Experience with Agile workflows preferred.
• Must have prior financial institution experience with deep understanding of products and processes.
• Deep understanding of financial services products, operations, and regulatory environment required.

 

Disclaimer

Equal Opportunity Employer/Veterans/Disabled

Pay Range

USD $100,844.71 - USD $156,309.29 /Yr.

Base Pay

Compensation: 100844.71 to 156309.29 (USD)