Member Experience Manager

GPO Federal Credit Union; Town of New Hartford (NY); On-site; USD 65,000 - 95,000; Full time

Job summary

GPO Federal Credit Union in Town of New Hartford, NY is seeking a Member Experience Manager to lead the strategy for service excellence across all member touchpoints and journeys. This role focuses on elevating satisfaction, strengthening relationships and guiding staff to deliver a seamless, personalized member experience.

You will develop experience strategies, monitor feedback, train teams and collaborate with departments to improve processes, communications and adoption of services.

Qualifications

• Minimum bachelor's degree in business or equivalent experience.
• At least 5 years in credit union or financial management.
• Professional and tactful in all interactions.
• Positive, motivated attitude with a proactive approach.
• Ability to work both in teams and independently.

Responsibilities

• Develop and oversee member experience strategies and service standards
• Monitor member satisfaction and identify opportunities for improvement
• Review and improve member communications, processes, and touchpoints
• Lead initiatives to enhance the member journey
• Analyze member feedback and trends
• Collaborate with departments to ensure consistent member experience
• Train and coach staff on service expectations and relationship-building
• Resolve member issues promptly to ensure positive experiences
• Assist with change management and communication related to member-facing processes
• Manage correspondence standards and communication consistency

Skills

Credit union experience

Professionalism and tact

Positive attitude

Teamwork and independent initiative

Time management

Verbal and written communication

Driver's license

Education

Bachelor's Degree in Business

Job description

To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.

Description

To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.

Overview Of The Role

The Member Experience Manager is responsible for ensuring members and staff receive consistent, high-quality service across all interactions with the organization. The role focuses on improving satisfaction, strengthening relationships and creating a positive overall member journey.

Requirements

Responsibilities

• Develop and oversee member experience strategies and service standards
• Monitor member satisfaction and identify opportunities for improvement
• Review and improve member communications, processes, and touchpoints
• Lead initiatives focused on enhancing the overall member journey
• Analyze member feedback, surveys and trends
• Collaborate with departments to ensure a consistent member experience
• Train and coach staff on service expectations and relationship-building skills
• Facilitate the timely and professional resolution of member issues to ensure a positive member experience
• Recommend operational improvements to simplify member interactions "li>
• Assist with change management and communication related to member-facing processes
• Manage correspondence standards and communication consistency
• Partner with leadership to align service goals with organizational objectives
• Additional Duties as assigned

Expectations

• Deliver consistent, seamless and personalized member experiences across all channels
• Maintain a strong culture of service excellence, consistency and quality in all member interactions
• Ensure alignment with the Credit Union’s vision, mission, values and brand promise
• Promote engagement, accountability and service excellence at all levels of the organization
• Consistently deliver the Credit Union’s branch promise through every member and employee interaction
• Execute a member experience strategy that increases product and service adoption, member engagement, and overall organizational performance.
• Consistently deliver the Credit Union’s brand promise through every member and employee interaction.

Qualifications

• Bachelor’s Degree in Business or an equivalent training and experience required
• 5 years of credit union or financial management experience.
• Ability to act with professionalism and tact
• Determined and motivated individual with a positive attitude
• Ability to work in a team setting as well as take on projects as an individual
• Time management and organizational skills
• Excellent verbal and written communication skills
• Valid driver’s license and reliable transportation

Physical Demands

• Sitting for prolonged periods of time
• Frequent computer usage and screen time
• Frequent typing and use of fine motor skills

Decision Making

• To exercise sound judgement when making decisions as they relate to position duties and the credit union’s policies and procedures.

Financial Responsibilities

• To be responsible for safeguarding the credit union’s assets by ensuring that policies and procedures are followed.

Communication

• Demonstrated sales/business development experience and success.
• Effectively communicate among departments and branches to ensure the flow of ideas and information.
• Communicate regulation changes to other departments as appropriate.

Work Environment

• Office setting, based in the Administration Building