Senior Manager Member Experience

Summary: As the Senior Manager of Member Experience, you will be responsible for gathering and analyzing member feedback across all channels, identifying pain points, and collaborating cross-functionally to drive improvements that enhance satisfaction, loyalty, and advocacy. This role is critical in championing the voice of the member and embedding a member-first mindset across the organization. You may also lead the explorations and execution of initiatives that elevate the end-to-end member journey.

Voice of the Member Leadership

• Gather, synthesize, and analyze member feedback from surveys, contact center interactions, social media, reviews, and other channels.
• Identify trends, root causes, and actionable insights to inform strategic decisions.
• Advocate for the member voice in strategic initiatives and ensure alignment with the credit union's mission and values. This will be done in both proactive and reactive ways.
• Facilitate training and workshops to build empathy and understanding of the member experience.

Experience Improvement & Journey Optimization

• Collaborate with cross-functional teams (e.g., Operations, Digital, Marketing, Lending) to identify and prioritize friction points in the member journey.
• Prioritize friction items based on organizational goal, member satisfaction measures and ROI.
• Lead initiatives to eliminate pain points and improve key touchpoints across all channels (call center, digital, branch, hybrid, etc.)
• Develop and maintain journey maps and experience blueprints to guide improvements.

Measurement & Reporting

• Define and track key experience metrics, such as Member Satisfaction and Net Promoter Score (NPS).
• Understand how the organization compared to peers in the industry and out.
• Prepare presentations for Executive Leadership and Board.
• Recommend thoughtful measurements to accurately gauge performance.
• Continuously add additional sources of member feedback.
• Utilize manual analysis and tools such as Artificial Intelligence to gleam insights have a pulse on members and prospect experiences.

• Improvement in Member Satisfaction scores relative to peer credit unions.
• Growth in the number and diversity of member feedback sources.
• Timely resolution of identified member pain points
• Demonstrated impact of member insights on strategic decisions
• Deliver regular reporting and insights to executive leadership and stakeholders.

• Bachelor's degree in Business, Communication, Marketing, Human-Centered Design, or related field (Master's preferred).
• 7+ years of experience in customer/member experience, service design, or related roles.
• Proven ability to lead cross-functional initiatives and influence without authority.
• Strong analytical skills with experience in qualitative and quantitative research.
• Journey mapping skill preferred
• Excellent communication and storytelling skills.
• Experience in financial services or credit unions is a plus.

Additional: Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).

Compensation information: Offers are based on experience and education.

$92,872.00 to $116,084.80 annually

APGFCU provides comprehensive benefits such as: medical and dental (shared expense), vision, 401(k), life and disability insurance, flexible spending account, employee assistance program, referral program, educational assistance, holidays, annual leave and sick leave.

APGFCU is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability to Protected Veteran status. Please use the attached link to view the EEO law poster http://www1.eeoc.gov/employers/poster.cfm

APGFCU is committed to working with and providing reasonable accommodations to persons of all abilities, including persons with disabilities. If you need a reasonable accommodation for any part of the employment process, please send to the Human Resources Department and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodations will be responded to from this e-mail address.