Director of Member Insights

Role Overview

• Lead VoM Strategy: You’ll develop and execute a comprehensive Voice of Member strategy that aligns with BECU’s business goals.
• Measure Experience: You’ll establish and manage key metrics like NPS, CSAT, and CES to set data-driven goals.
• Map Member Journeys: You’ll create journey mapping initiatives to uncover and improve member experiences.
• Integrate Feedback: You’ll design and manage feedback systems across all member touchpoints.
• Collect Insights: You’ll oversee surveys, interviews, focus groups, and digital platforms to gather member feedback.
• Close the Loop: You’ll implement feedback processes at operational, tactical, and strategic levels.
• Establish Governance: You’ll create policies and standards to guide the VoM program.
• Deliver Insights: You’ll share actionable insights across the organization to drive improvements.
• Manage Partnerships: You’ll maintain relationships with technology vendors and research partners.
• Ensure Compliance: You’ll uphold data privacy and information security standards.
• Analyze Feedback: You’ll translate raw feedback into insights and connect it to business metrics.
• Predict Outcomes: You’ll develop models linking member feedback to business results.
• Spot Trends: You’ll identify opportunities to enhance member experience and create value.
• Report Strategically: You’ll craft executive-level reports to share insights organization-wide.
• Collaborate Cross-Functionally: You’ll advocate for member-centricity across departments.
• Build Capabilities: You’ll help teams integrate member insights into decision-making.
• Plan for Growth: You’ll maintain a roadmap for VoM program maturity.
• Partner with Leadership: You’ll collaborate with executives to prioritize and fund initiatives.
• Support Additional Needs: You’ll perform other duties as assigned.

Requirements

• Typically requires a Bachelor's degree in business, marketing, statistics, or related field; Master's degree preferred.
• Typically requires 8 or more years of experience in member experience, market research, or voice of customer programs.
• Typically requires 5 or more years of management experience leading teams and complex programs.
• Demonstrated expertise in member experience measurement methodologies, including experience with text analytics and sentiment analysis techniques to derive insights from unstructured feedback.
• Strong understanding of survey design, data collection methods, and statistical analysis.
• Experience with CX technology platforms and analytics tools, including Medallia and/or Qualtrics.
• Proven track record of translating member insights into business improvements.
• Excellent communication and presentation skills with the ability to influence senior leaders.
• Strong project management skills and ability to lead cross-functional initiatives.

Benefits

• 401(k) Company Match (up to 3%)
• 4% annual contribution to your 401(k) by BECU
• Medical, Dental and Vision (family contributions as well)
• PTO Program + Exchange Program
• Tuition Reimbursement Program
• BECU Cares volunteer time off + donation match