Member Experience Manager

Role:

 Experienced results oriented and mission focused manager leading the Member Experience team. Responsible for evaluating current experience design trends to create a seamless, unified approach that delivers ultimate value to new members as well as engage existing members through the use of journey mapping. Spearheads the transformational efforts by designing, deploying and establishing all member interactions through journey mapping using UX, UI and project management software. 

Essential Functions & Responsibilities:

Direct and deliver digital strategies, process improvements and innovations by journey mapping designated member interactions across channels enabling the systematic improvement of all business processes and digital properties across the organization, creating an environment of operational excellence and innovative member experience.

Anticipate member needs through intimate familiarity with their financial wellbeing through predictive analytics, through the use of our proprietary NPS and other data sources that personalize and address their unique challenges and opportunities.

Responsible for the oversight of the Member Experience Department employees, processes and working systems/outputs. Coach, manage, motivate a team.

Compile daily/weekly/monthly reporting for trend analysis, performance assessment and recommendations.

Works collaboratively with cross-functional teams and member facing teams to optimize to provide actionable recommendations that affect the member experience.

Manage multiple projects and deadlines in a fast-paced environment.

Performs other related duties as assigned.

Performance Measurements:

1. Responsible for evaluating current Member Experience by segmenting out each interaction and developing journey mapping to define the interaction.
2. Log and prioritize each journey map by detailing flaws in delivery with a timeline to resolve and roll out live making recommendations for improvement.
3. Lead team execution and timely delivery on all aspects of the journey mapping as it relates to the employee’s use research including both qualitative and quantitative methods, with a strong emphasis on delivering innovative insights and results with impact.
4. Collaborate with the Training Department to develop material and training to support each of these journeys.
5. Remain current on emerging technology/trends in web-based communications, as well as established system capabilities and proactively suggest changes to current delivery and tools.
6. Routinely compile, review and analyze pertinent reports for the purpose of monitoring, recommending, reporting trends and performance to Executive Management, Board or Directors, Staff and/or management team.

Knowledge and Skills:  

Experience: Three years to five years of similar or related experience. Experience in UX, UI as well as financial service product strategy and/or digital product management

Education: A degree in a user experience-related field of design. Must be knowledgeable in UX and UI.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: Requires a high level of problem-solving capabilities as well as curiosity, self-motivation and adaptability.

Requires creativity and innovation for finding new and more efficient ways of doing things.

Requires excellent time management skills and the ability to schedule work activities to meet deadlines and accomplish goals in a timely and organized manner.

Requires exceptional attention to detail that is evident in all of designs and code.

Requires effectiveness in communicating design and technical decisions to design and non-design audiences.

Requires strong work ethics and the ability to work with a fast-paced team.

Must be passionate about personal growth and learning.

Requires a thorough understanding of color theory, typography, layout, branding and iconography.

Proficient in use and extended capabilities of Adobe Creative Suite products.

Proficient in Microsoft Office.

Expert understanding of the entire design and development process of responsive websites and usability: research, accessibility (ADA & WAI-ARIA), content strategy, SEO information.

Experience and knowledge of front-end development skill sets and frameworks: HTML, CSS, (Bootstrap or Foundation), JavaScript, ASP, jQuery, JSON, XML and the knowledge of how it functions with back-end development.

Must have experience working with Content Management Systems (CMS).

Proficiency in the of Google Analytics, Site Catalyst or other web tracking and analytics tools to understand the impact of their design on user behavior and conversion rates.

Familiarity with prototyping tools like InVision is preferred.

Must have a strong digital design portfolio.

Physical Requirements

While performing the duties of the job, the employee is regularly required to:

-position self to move about the work area

-reach, grab, sort

-communicate in person and via telephone with others

-identify and recognize small font communication

-ability to transport a minimum of 50 pounds

Work Environment: This position will require travel and visitation to all credit union branches (all locally) and occasional work-related training to other facilities; therefore, reliable transportation is required. This not a remote position.