Director, Member Experience & Insights (Hybrid)

Logix Federal Credit Union; California (MO); On-site; USD 101,000 - 156,000; Full time

Job summary

Logix Federal Credit Union in Valencia, CA is seeking a Manager Member Experience-Hybird to lead a team focused on a member-centric culture. You will oversee the Voice of the Member programs, translate feedback into actionable insights, and guide enterprise-wide member experience strategy in collaboration with Digital Banking and technology.

This role emphasizes agile project delivery, cross-functional partnership, and ongoing measurement of KPIs such as NPS, retention, and digital adoption,

Qualifications

• Experience with Voice of Customer (VoC) platforms.
• Proven leadership of enterprise-wide initiatives across units.
• Strong data analysis and presentation abilities.
• Banking/financial services background preferred.

Responsibilities

• Owns and governs the enterprise member experience framework.
• Establishes governance for member experience across channels.
• Monitors KPIs including NPS, retention, and digital adoption.
• Champions a culture of member-centricity across the organization.
• Leads change management for member experience initiatives.
• Partners with Digital Banking to optimize omnichannel experiences.
• Analyzes member feedback to identify improvement opportunities.
• Develops journey maps and process maps for touchpoints.

Skills

VoC platforms

Leadership

Data analysis

Agile workflows

Communication

Education

Bachelor's degree

Finance/IT background

Tools

Qualtrics

Medallia

Excel

Office 365

Job description

Logix Federal Credit Union in Valencia, CA is seeking a Manager Member Experience-Hybird to lead a team focused on a member-centric culture. You will oversee the Voice of the Member programs, translate feedback into actionable insights, and guide enterprise-wide member experience strategy in collaboration with Digital Banking and technology.

This role emphasizes agile project delivery, cross-functional partnership, and ongoing measurement of KPIs such as NPS, retention, and digital adoption,