Member Experience Product Owner

LMCU; Grand Rapids (MI); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Weekly pay

Retirement savings options

Health coverage (medical, dental, and)

HSA match

Paid parental leave

Tuition reimbursement

Job summary

LMCU in Grand Rapids, MI is seeking a Member Experience Product Owner to guide long-term direction of member communications and platforms. You will partner with business units and UI/UX as needed to define and prioritize enhancements, and ensure reliable delivery and compliance readiness.

The role emphasizes member-facing experiences, governance of testing, documentation, and enablement through education materials and MX Office Hours. Hybrid work after training.

Qualifications

• Bachelor's degree in finance, marketing, communication, accounting, business administration, or related field.
• Five to eight years of related experience.
• Experience owning or administering member-facing digital platforms.
• Strong written and verbal communication.
• Ability to translate business needs into platform requirements.
• Experience with vendor management.

Responsibilities

• Own the engagement platform roadmap and backlog.
• Partner with business units to prioritize enhancements.
• Coordinate work through App Support, platform teams, or vendors.
• Lead new use-case onboarding to meet member needs.
• Serve as consultative partner to business units on capabilities.
• Translate business needs into executable platform requirements.

Skills

Strong communication

MS Office proficiency

Analytical thinking

Vendor management

Platform ownership

Education

Bachelor's degree in finance/marketing/communication/business

Tools

Microsoft Office

CRM tooling

Job description

General Information

Primary Location: Grand Rapids, MI (Prairie Creek)

Primary Location: Grand Rapids, MI (Prairie Creek)

Employee Status: Full-Time

Workplace Type: Hybrid

This position is based in our Grand Rapids office. New hires are expected to work onsite full-time during the training and onboarding period. Following successful completion of training, the role will transition to a hybrid work arrangement in accordance with company policy.

Who we are:

At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life.

About this position:

The Member Experience Product Owner owns the long-term direction, health, and evolution of Member Experience communication and platforms. This role partners with business units and may partner the UI/UX team to identify needs, defines and prioritizes platform enhancements, coordinates execution through App Support, platform teams, and vendors, and maintains the platform knowledge required to support reliable delivery, testing, documentation, and compliance readiness. With a strong emphasis on member-facing communication and experience, the analyst serves as the subject matter expert for their platform portfolio and a consultative partner to the business, rather than performing all hands-on configuration directly.

What you’ll do:

Platform Ownership & Roadmap

• Own the direction, roadmap, and enhancement backlog for the engagement platform portfolio.
• Partner with business units to identify needs, evaluate feasibility and platform capabilities, prioritize enhancements, and coordinate execution through App Support, platform teams, or vendors. This may include the UI/UX team as well.
• Lead new use-case onboarding, ensuring communication and engagement solutions meet business and member needs.

Business Unit Partnership & Discovery

• Serve as a consultative partner to business units, helping them understand platform capabilities, surface communication and needs, and shape ideas into well-defined enhancements or new initiatives.
• Determine whether a request is best handled as an enhancement, project, process change, vendor request, or standard support item, and route accordingly.

Vendor & Technical Liaison

• Serve as the primary technical/product point of contact with platform vendors managing enhancement requests, defect follow-up, roadmap discussions, and platform capability questions.
• Coordinate closely with App Support and internal technical teams to translate business needs into executable work.

UAT & Validation Governance

• Own the testing approach and governance for platform changes and member-facing experiences—defining test scenarios, coordinating business unit participation, and validating that changes are production-ready, without necessarily executing every test personally.

Documentation, Audit & Compliance Readiness

• Maintain configuration documentation, communication workflow records, and decision rationale for the platforms to support audit readiness, compliance alignment, and institutional knowledge as platforms evolve.

Enablement & Education

• Create and maintain platform education materials, participate in MX Office Hours, and help business units understand available capabilities, appropriate use cases, and support boundaries.
• Partner with the MX Data Analyst to share communication effectiveness, trends, insight performance, and member behavior data.

UI/UX Partnership & Member Experience

• This role may partner closely with the UI/UX and Experience Design team to translate platform capabilities into clear, helpful, member-friendly experiences.
• This role may collaborate on insight presentation, messaging strategy, language, and communication design to ensure member-facing outputs are consistent, effective, and on-brand.
• Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

What you’ll bring:

• Five to eight years of similar or related experience, including preparatory experience.
• Experience owning or administering member-facing digital, communication, or platforms (e.g., digital banking, personal financial management, messaging/communication systems) preferred.
• A bachelor’s degree in finance, marketing, communication, accounting, business administration, or a related field of study.
• Strong communication and written skills.
• Strong knowledge of Microsoft Office products.
• Strong analytical, vendor management, and platform/product ownership skills, with an emphasis on member-facing communication and experience.
• May require the ability to translate business needs into platform requirements and partner effectively with UI/UX and technical teams.

What you’ll get:

• All Employees: weekly pay and retirement savings options.
• Full-Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.
• To see a full list of our benefit offerings, check out this helpful guide!

Have additional questions about the role? Email the Talent Acquisition Team at:

[e-mail]

If you lack access to the internet or require an accommodation in the application process, please send your resume via mail to P.O. Box 2848, Grand Rapids, MI 49501-2848.

LMCU is an Equal Opportunity Employer