Member Experience Insights Lead

Digital Federal Credit Union; Marlborough (MA); Hybrid; USD 104,000 - 125,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) match

Paid Time Off

Paid holidays

Employee pricing on lending

Job summary

Digital Federal Credit Union is seeking a leader to drive Voice of the Member capabilities across member and employee journeys. You will partner with cross-functional teams to surface friction and drive measurable improvements.

Apply analytics and AI-enabled techniques to translate feedback into actionable recommendations, collaborate on prioritization and design, and develop executive-ready reporting to track impact and outcomes.

Qualifications

• Required education: Bachelor's degree in a field relevant to the role (or four additional years of relevant experience in lieu of a degree); advanced degree preferred.
• Required experience: 5+ years of relevant experience in Voice of Member, experience analytics, insights, research, or related disciplines, including 0-2 years of people leadership experience.
• Proven experience operating or advancing a modern Voice of Member program that produces actionable insights and drives change beyond reporting.
• Strong capability detecting patterns and quantifying signals to prioritize opportunities.

Responsibilities

• Lead day-to-day execution of VoM by consolidating feedback into actionable insights.
• Maintain enterprise listening processes, surfacing emerging patterns and friction.
• Apply analytics and AI-enabled techniques to identify signals and prioritize improvements.
• Connect member feedback to operational and financial outcomes and quantify impact.
• Coordinate VoM inputs across Marketing, Digital, Product and Service teams.
• Translate feedback into clear problem statements and recommendations.
• Ensure VoM insights are incorporated into prioritization and solution design.
• Support closed-loop improvement by tracking progress and validating changes.
• Develop executive and operational reporting highlighting trends, drivers, risks, and actions.
• Contribute to benefit realization and advocate for member advocacy through tools.

Skills

Voice of Member

Analytics

AI techniques

Cross-functional collaboration

Data storytelling

Operational insight

Education

Bachelor's degree

Advanced degree preferred

Tools

Text analytics

Sentiment analysis

Pattern detection

Job description

Digital Federal Credit Union is seeking a leader to drive Voice of the Member capabilities across member and employee journeys. You will partner with cross-functional teams to surface friction and drive measurable improvements.

Apply analytics and AI-enabled techniques to translate feedback into actionable recommendations, collaborate on prioritization and design, and develop executive-ready reporting to track impact and outcomes.