Director, Member Experience & Strategy Innovation

Unitus Community Credit Union; Tigard (OR); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical + Dental + Vision

Flexible Spending Accounts + HSA

PTO 20 days/year

Paid holidays 12

Job summary

Unitus Community Credit Union seeks a Director of Member Experience Strategy to lead enterprise member experience efforts. You will partner with senior leadership to shape acquisition, engagement, loyalty, and retention across the member lifecycle.

Responsibilities include guiding Voice of the Member programs, governance, journey management, and experience innovation while collaborating with cross‑functional teams to embed member‑centered design. Strong research and leadership are essential.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Organizational Leadership, Human‑Centered Design, Psychology, Communications, Consumer Behavior, or related field.
• 8 or more years of progressively responsible experience in member experience, customer experience, strategy, service design, or related programs.
• Master’s degree in Business, Organizational Leadership, Design, Human Centered Design, Behavioral Science, or related field preferred.

Responsibilities

• Partner with the SVP/Chief Growth Officer to establish the enterprise direction for member relationships across the lifecycle.
• Identify and prioritize member experiences and strategic initiatives with greatest impact.
• Develop and administer enterprise experience principles guiding decisions across the organization.
• Monitor evolving member expectations and industry trends to identify opportunities.
• Align initiatives with Unitus’ strategic plan and growth objectives.
• Contribute to strategic planning, budgeting, and prioritization.

Skills

Member experience

Strategy development

Research methods

Qualitative research

Voice of the Member

Experience governance

Journey mapping

Education

Bachelor's degree

Master’s degree preferred

Professional certification

Job description

Unitus Community Credit Union seeks a Director of Member Experience Strategy to lead enterprise member experience efforts. You will partner with senior leadership to shape acquisition, engagement, loyalty, and retention across the member lifecycle.

Responsibilities include guiding Voice of the Member programs, governance, journey management, and experience innovation while collaborating with cross‑functional teams to embed member‑centered design. Strong research and leadership are essential.