Member Experience Product Owner

Lake Michigan Credit Union; United States; On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Weekly pay

Health coverage and retirement savings

Tuition reimbursement

Paid parental leave

HSA match

Job summary

Lake Michigan Credit Union is seeking a Member Experience Product Owner to steer the long-term direction and health of our member communication platforms. You will partner with business units, guide the roadmap, and coordinate with App Support, platform teams, and vendors to deliver enhancements that improve how our members engage with digital banking and related services.

You will lead onboarding of new use cases, ensure alignment with UI/UX, and maintain governance for testing, documentation,

Qualifications

• Five to eight years of similar or related experience.
• Experience owning or administering member-facing digital platforms (e.g., digital banking, personal financial management, messaging/communication systems) preferred.
• A bachelor’s degree in finance, marketing, communication, accounting, business administration, or related field.
• Strong communication and written skills.
• Strong knowledge of Microsoft Office products.
• Strong analytical, vendor management, and platform 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.

Responsibilities

• 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.
• Lead new use-case onboarding, ensuring communication and engagement solutions meet business and member needs.
• 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.
• 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.
• 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.
• Maintain configuration documentation, communication workflow records, and decision rationale for the platforms to support audit readiness, compliance alignment, and institutional knowledge as platforms evolve.
• 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.
• 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.

Skills

Communication

Written skills

Vendor management

Platform ownership

Digital banking platforms

UI/UX collaboration

Education

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

Tools

Microsoft Office

Job description

General Information

• Primary Location: Grand Rapids, MI (Prairie Creek)
• Employee Status: Full-Time
• Workplace Type: Hybrid

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.

LMCU is an Equal Opportunity Employer

Lake Michigan Credit Union is fundamentally different than a bank, both in our structure and mission.

LMCU is consistently rated in the top ten in the nation for Return of the Member by Callahan & Associates, meaning we give back more to our members in the form of higher rates when they save and lower rates when they borrow. At LMCU, the emphasis on delivering real value to our members has been job one, since day one. As one of the largest credit unions in the nation for several years running, LMCU has earned many awards and accolades such as inclusion as one of the 101 Best and Brightest Companies to Work For Nationally and being recognized by Forbes as a Great Place to Work.

As an employee, you'll enjoy a stimulating, professional atmosphere, supported by the latest technology, training, and development. We recognize that a healthy balance between work, home life, and play is essential to our employees and our success. We offer a friendly, respectful and inclusive work environment, fun employee activities and rewarding community involvement opportunities. You’ll love working here at Lake Michigan Credit Union!

LMCU is an Equal Opportunity Employer