Member Journey Architect

Vermont Federal Credit Union; South Burlington (VT); Hybrid; USD 67,000 - 100,000; Full time

Job summary

Vermont Federal Credit Union is seeking a Member Experience Analyst in South Burlington, VT, to map member journeys across products and channels, identify friction points, and develop improvement recommendations with cross-functional teams. The role requires a member-centric perspective and hybrid flexibility with in-person branch visits.

The position focuses on driving improvements in member experiences, leveraging surveys and data to inform strategic initiatives and leadership reporting.

Qualifications

• 2-5 years of relevant experience in customer experience, consumer research, UX design, or a related field.
• Familiarity with journey mapping, jobs-to-be-done framework, user-centric design principles, and customer feedback analysis.
• Strong facilitation, communication, and collaboration skills; able to lead cross-functional sessions and translate findings into clear narratives for stakeholders.
• Excellent written and verbal communication, with ability to articulate technical concepts to non-technical stakeholders.
• Strong organizational skills; able to work independently, manage multiple workstreams, and drive from insight to implementation.
• Experience in financial services, credit unions, or mission-driven organizations is a plus.

Responsibilities

• Lead the development of member journey maps across Vermont FCU’s products, life stages, and service interactions to identify opportunities to improve the member experience.
• Conduct research including branch observations, testing, competitor testing, member survey data, and stakeholder workshops to surface pain points and gaps.
• Develop clear, prioritized improvement recommendations with measurable success criteria and drive implementation with cross-functional teams.
• Track outcomes against baseline experience metrics to measure progress over time.
• Support administration and analysis of member survey data and prepare Voice of the Member reports for leadership.

Skills

Customer experience

User research

UX design

Journey mapping

Jobs-to-be-done

Communication skills

Facilitation

Collaboration

Organizational skills

Stakeholder communication

Job description

Vermont Federal Credit Union is seeking a Member Experience Analyst in South Burlington, VT, to map member journeys across products and channels, identify friction points, and develop improvement recommendations with cross-functional teams. The role requires a member-centric perspective and hybrid flexibility with in-person branch visits.

The position focuses on driving improvements in member experiences, leveraging surveys and data to inform strategic initiatives and leadership reporting.