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About the Role

The Member Experience Manager is responsible for ensuring members and staff receive consistent, high-quality service across all interactions with the organization. The role focuses on improving satisfaction, strengthening relationships and creating a positive overall member journey.

Responsibilities

Develop and oversee member experience strategies and service standards
Monitor member satisfaction and identify opportunities for improvement
Review and improve member communications, processes, and touchpoints
Lead initiatives focused on enhancing the overall member journey
Analyze member feedback, surveys and trends
Collaborate with departments to ensure a consistent member experience
Train and coach staff on service expectations and relationship-building skills
Facilitate the timely and professional resolution of member issues to ensure a positive member experience
Recommend operational improvements to simplify member interactions
Assist with change management and communication related to member-facing processes
Manage correspondence standards and communication consistency
Partner with leadership to align service goals with organizational objectives
Deliver consistent, seamless and personalized member experiences across all channels
Maintain a strong culture of service excellence, consistency and quality in all member interactions
Ensure alignment with the Credit Union’s vision, mission, values and brand promise
Promote engagement, accountability and service excellence at all levels of the organization
Consistently deliver the Credit Union’s branch promise through every member and employee interaction
Execute a member experience strategy that increases product and service adoption, member engagement, and overall organizational performance.
Consistently deliver the Credit Union’s brand promise through every member and employee interaction.
Exercise sound judgement when making decisions as they relate to position duties and the credit union’s policies and procedures.
Be responsible for safeguarding the credit union’s assets by ensuring that policies and procedures are followed.
Effectively communicate among departments and branches to ensure the flow of ideas and information.
Communicate regulation changes to other departments as appropriate.

Requirements

Bachelor’s Degree in Business or an equivalent training and experience required
5 years of credit union or financial management experience.
Ability to act with professionalism and tact
Determined and motivated individual with a positive attitude
Ability to work in a team setting as well as take on projects as an individual
Time management and organizational skills
Excellent verbal and written communication skills
Valid driver’s license and reliable transportation
Sitting for prolonged periods of time
Frequent computer usage and screen time
Frequent typing and use of fine motor skills
Demonstrated sales/business development experience and success.

Skills

Service excellence
Relationship-building
Communication
Change management
Sales/business development

Location

Administration Building

Work Type

Office setting

Experience Level

5 years of credit union or financial management experience

Education Level

Bachelor’s Degree in Business or equivalent training and experience

About the Company

Our Mission: To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.