Schedule | Mon - Fri: 8 AM - 5 PM (40 Hours) |
What You’ll Do | Summary Objective: This role will lead the strategic advancement and operational execution of the Member Experience vision. This position will champion a member-first culture by leveraging data-driven insights, cross-functional collaboration, and innovative experience design to drive measurable improvements in member engagement, retention, and satisfaction. The role will lead a team to deliver high-impact solutions, optimize experience tools and systems, and ensure that every initiative aligns with organizational goals and the evolving needs of members and employees. Essential Functions: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. - Champion and Own High Impact Member Experience Improvement: Serve as the champion for high impact member experience improvements. Build and maintain a member-first culture that values empathy, responsiveness, and resolution. Introduce, 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 insight, design practices etc.
- Team Management & Coaching: Manage UX Designers and Member Experience Specialists, setting clear goals and KPIs for connecting experience improvements to delivering member and business value. Implement QA and feedback loops to continuously improve team performance. Lead internal workshops as an MX and EX subject matter expert, based on learning and development priorities.
- Member Retention & Growth: Collaborate with Marketing, Product and Operations to develop strategies to improve member journeys supporting deeper member engagement. Identify moments in the member journey where experience improvements can drive measurable retention gains.
- Member Experience Tools & Systems: Oversee the selection, implementation, and optimization of UX tools and platforms. Stay current on evolving member experience technology trends and best practices to inform future investments.
- Cross-Functional Collaboration: Partner with Operations, Marketing, Product and Member Service teams to close customer feedback loops quickly. Influence business decisions by presenting VOC insights tied to business impact and member experience KPIs. Represent the member in cross-functional meetings and planning sessions. Actively support implementation of Member Experience prioritization model, providing analytics, results and insights 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 credit union goals. Share market insights and member feedback throughout the organization and advocate / demonstrate their application to improving the member experience.
- Perform other job-related duties as assigned or requested.
- Complies with regulatory compliance and assigned training requirements.
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What You’ll Need | Education and Experience Requirements: - 5 years 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.
- 1-3 years supervisory experience.
- 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; communicate 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
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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 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares. DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. DCU is not currently offering Visa transfer/ sponsorship for this position. |
Expected Pay Range | $115,100 - $131,000/year |
