Experience Strategy Director — Member Engagement

Unitus-Community-Credit-Union; Tigard (OR); On-site; USD 99,000 - 148,000; Full time

Benefits offered by this job

Medical + Dental + Vision

401(k) Retirement Savings

Annual Incentives

Employee Assistance Plan

Paid Time Off (PTO)

12 paid holidays

Tuition Reimbursement

Student Loan Debt Repayment

Job summary

Unitus Community Credit Union in Tigard, OR seeks a Director of Member Experience Strategy to partner with the SVP/Chief Growth Officer and advance the enterprise member experience strategy. You will oversee Voice of the Member, member research, and governance to ensure intentional, inclusive, and member-centered experiences across journeys.

The role collaborates across Product, Digital, Marketing, Retail, Operations, Data, and more, shaping experience standards, governance, and transformation

Qualifications

• Bachelor's degree in Business Administration, Marketing, Organizational Leadership, Human-Centered Design, Psychology, Communications, Consumer Behavior, or related field.
• 8+ years of progressively responsible experience in member experience, customer experience, strategy, service design, consulting, product management, research, innovation, or organizational transformation programs and/or initiatives.
• Master’s degree in Business, Organizational Leadership, Design, Human Centered Design, Behavioral Science, or related field preferred.
• Professional certification in a related discipline such as: CCXP, Design Thinking, Human Centered Design, Lean Six Sigma, Project Management Professional, Certified Scrum Product Owner, or equivalent preferred.
• Experience within financial services, credit unions, fintech, or highly regulated industries preferred.

Responsibilities

• Partner with the SVP/Chief Growth Officer to set the enterprise direction for strengthening member relationships across the lifecycle.
• Identify and prioritize member experiences and strategic initiatives with the greatest impact on relationships and performance.
• Develop and administer enterprise experience principles guiding decisions across the organization.
• Monitor evolving member expectations and trends in financial services to identify strategic opportunities.
• Align member experience initiatives with the strategic plan, growth objectives, and priorities.
• Contribute to strategic planning, budgeting, and organizational priorities.
• Conduct independent experience reviews of significant member-facing initiatives and provide recommendations.
• Identify risks and opportunities affecting members and drive cross-functional resolution.
• Coach leaders and project teams in member-centered thinking, governance, journey management, and experience design.
• Develop enterprise tools, templates, standards, and best practices for experience management; partner with Training and Strategic Implementation.
• Champion intentional design and continuous improvement to reinforce right-first-time outcomes.
• Lead strategy and improvement of enterprise member engagement, loyalty, recognition, referral, and related programs.
• Measure engagement using experience, loyalty, adoption, and business performance metrics.
• Lead the Voice of the Member strategy, listening programs, and member insight initiatives.
• Design qualitative research (interviews, focus groups, usability studies) and journey validation.
• Partner with Enterprise Data and BI to integrate qualitative research, analytics, and market insights into member intelligence.
• Facilitate journey mapping, service blueprinting, and future-state experience design for initiatives and projects.
• Consult with units to embed member-centered design into products, services, channels, and processes.
• Conduct retrospective analysis of journeys to identify friction points and opportunities for simplification and innovation.
• Develop and maintain enterprise journey frameworks, personas, service blueprints, design tools, and playbooks.
• Evaluate emerging technologies (AI, intelligent automation, personalization, conversational experiences) to improve member experiences while maintaining trust and accessibility.
• Challenge conventional thinking with innovative approaches to anticipate and respond to changing member expectations.

Education

Bachelor's degree in Business Administration, Marketing, Organizational Leadership, Human-Centered Design, Psychology, Communications, Consumer Behavior, or related field

Master’s degree in Business, Organizational Leadership, Design, Human Centered Design, Behavioral Science, or related field

Professional certification in a related discipline such as CCXP, Design Thinking, Human Centered Design, Lean Six Sigma, PMP, CSPO, or equivalent

Experience within financial services, credit unions, fintech, or highly regulated industries

Job description

Unitus Community Credit Union in Tigard, OR seeks a Director of Member Experience Strategy to partner with the SVP/Chief Growth Officer and advance the enterprise member experience strategy. You will oversee Voice of the Member, member research, and governance to ensure intentional, inclusive, and member-centered experiences across journeys.

The role collaborates across Product, Digital, Marketing, Retail, Operations, Data, and more, shaping experience standards, governance, and transformation