Senior Manager, Voice of The Member

Description The role leads the delivery and continuous improvement of member-centric experiences across multiple channels, products, and touchpoints. This role is responsible for translating organizational objectives into operational strategies that enhance member satisfaction, engagement, and overall experience while ensuring alignment with business priorities. The role provides leadership across teams, drives execution of key initiatives, monitors performance outcomes, and fosters collaboration across functions to deliver consistent, high-quality experiences that meet evolving member needs. What You'll Do: Lead the planning, execution, and ongoing enhancement of member experience programs, processes, and initiatives to ensure consistent, high-quality experiences across all delivery channels and interactions. Establish operational priorities, objectives, and performance expectations for multiple teams, ensuring alignment with organizational goals, service standards, and member experience strategies. Utilize member insights, feedback, journey analysis, performance metrics, and business results to identify opportunities, address challenges, and implement improvements that enhance the overall member experience. Partner with cross-functional stakeholders to evaluate and optimize member-facing processes, services, digital experiences, and communication strategies that support engagement, retention, and satisfaction. Monitor and analyze key performance indicators, trends, and operational results to assess effectiveness, inform decision-making, and drive measurable business outcomes. Lead complex initiatives and solve multifaceted operational, organizational, or service-related challenges by evaluating information, identifying root causes, and implementing sustainable solutions. Provide leadership and direction to managers and professional staff, fostering a culture of accountability, collaboration, continuous improvement, and service excellence. Ensure resources, staffing, priorities, and budgets are appropriately managed to support departmental goals, operational effectiveness, and strategic initiatives. Contribute to the development and implementation of functional strategies, translating broader organizational objectives into actionable plans and measurable outcomes. Promote a member-focused mindset across teams by championing best practices, encouraging innovation, and ensuring experiences remain responsive to changing member expectations and business needs. Essential Skills: Required Education:Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred. Required Experience: 6+ years of relevant experience, 2+ years as a People Leader. Demonstrated ability to lead operational execution while supporting longer-term strategic objectives. Experience analyzing performance metrics, member feedback, and business data to drive continuous improvement and decision-making. Strong leadership, coaching, and team development skills with the ability to influence outcomes across multiple functions and stakeholder groups. Effective problem-solving and analytical skills with experience managing complex operational or service-related challenges. Excellent communication, collaboration, and relationship-building abilities with a focus on delivering exceptional member experiences. Ability to manage competing priorities, allocate resources effectively, and drive results in a dynamic and evolving environment. Location: Hillsboro, OR | Marlborough/Chelmsford, MA Target Compensation: $116,500 - $140,000 Schedule: Monday - Friday | 8am-5pm (Hybrid) Who We Are: Every great journey begins with a bold idea-and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life. Employees are eligible for: Traditional medical, dental, and vision coverage Generous 401(k) match Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually Paid federal holidays Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria) Employment Statements: First Tech 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. First Tech is not currently offering Visa transfer/sponsorship for this position. If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to View email address on click.appcast.io 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. #J-18808-Ljbffr First Tech Federal Credit Union