About this role

Enhance and maintain a member-centric culture
Identify, plan, and execute member experience efforts
Oversee the organization’s Voice of the Member program
Provide strategic leadership in identifying trends and risks
Act as a key driver of enterprise-wide member experience strategy
Establish and maintain enterprise standards for member experience
Accountable for monitoring and improving member experience KPIs
Lead organizational change management efforts related to member experience initiatives
Collaborate with stakeholders to enhance member experience through all delivery channels
Synthesize feedback across various channels for improvement opportunities
Drive project results through Agile methodologies
Monitor industry trends and raise opportunities to senior leadership

4 Year / Bachelors Degree Preferred
7 Years relevant experience or equivalent combination of training and experience
3 Years analytical experience
5 Years leadership experience preferred
Experience with Voice of Customer (VoC) platforms (e.g., Qualtrics, Medallia) preferred
Strong proficiency with tools and applications commonly used in data analysis and process improvement
Must have prior financial institution experience
Ability to analyze and synthesize data and identify trends
Process-flow modeling experience a plus
Experience with Agile workflows preferred

Manager, Member Experience

Key skills