Member Experience Manager

Our Mission:

To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.

Overview of the Role:

The Member Experience Manager is responsible for ensuring members and staff receive consistent, high-quality service across all interactions with the organization. The role focuses on improving satisfaction, strengthening relationships and creating a positive overall member journey.

Responsibilities

• Develop and oversee member experience strategies and service standards 
• Monitor member satisfaction and identify opportunities for improvement 
• Review and improve member communications, processes, and touchpoints 
• Lead initiatives focused on enhancing the overall member journey 
• Analyze member feedback, surveys and trends 
• Collaborate with departments to ensure a consistent member experience 
• Train and coach staff on service expectations and relationship-building skills 
• Facilitate the timely and professional resolution of member issues to ensure a positive member experience
• Recommend operational improvements to simplify member interactions 
• Assist with change management and communication related to member-facing processes 
• Manage correspondence standards and communication consistency 
• Partner with leadership to align service goals with organizational objectives
• Additional Duties as assigned

Expectations

• Deliver consistent, seamless and personalized member experiences across all channels
• Maintain a strong culture of service excellence, consistency and quality in all member interactions
• Ensure alignment with the Credit Union’s vision, mission, values and brand promise
• Promote engagement, accountability and service excellence at all levels of the organization
• Consistently deliver the Credit Union’s branch promise through every member and employee interaction
• Execute a member experience strategy that increases product and service adoption, member engagement, and overall organizational performance.
• Consistently deliver the Credit Union’s brand promise through every member and employee interaction.

Qualifications

• Bachelor’s Degree in Business or an equivalent training and experience required
• 5 years of credit union or financial management experience.
• Ability to act with professionalism and tact
• Determined and motivated individual with a positive attitude
• Ability to work in a team setting as well as take on projects as an individual
• Time management and organizational skills
• Excellent verbal and written communication skills
• Valid driver’s license and reliable transportation  

Physical Demands

• Sitting for prolonged periods of time
• Frequent computer usage and screen time
• Frequent typing and use of fine motor skills

Decision Making

• To exercise sound judgement when making decisions as they relate to position duties and the credit union’s policies and procedures. 

Financial Responsibilities

• To be responsible for safeguarding the credit union’s assets by ensuring that policies and procedures are followed. 

Communication

• Demonstrated sales/business development experience and success.
• Effectively communicate among departments and branches to ensure the flow of ideas and information. 
• Communicate regulation changes to other departments as appropriate. 

Work Environment

• Office setting, based in the Administration Building