Partner Experience & Operations Lead

Alliant Credit Union; Chicago (IL); Hybrid; USD 119,000 - 205,000; Full time

Benefits offered by this job

Annual bonus

Work from home up to 3 days a week

Paid parental leave

Employee discount programs

Time off including paid personal and S

11 paid holidays

Job summary

Alliant Credit Union in Chicago offers a hybrid role focused on delivering a seamless member experience across partner programs. You will work with marketing, product, technology, servicing, operations, compliance, risk, and legal to optimize journeys from acquisition through onboarding, engagement, servicing, and retention.

Responsibilities include identifying friction points, designing improvements, and establishing dashboards to track performance.

Qualifications

• Bachelor's degree or higher in business, marketing, operations, finance, information security or related field.
• MBA or related graduate degree preferred.
• Minimum 5 years in operations, customer experience, product/partnership management, or consulting.
• Minimum 3 years leading cross-functional initiatives across product, marketing, digital, and servicing.
• Minimum 5 years documenting processes, journeys, workflows, and business requirements.
• Minimum 5 years analyzing performance data to identify improvements.

Responsibilities

• Own end-to-end member experience across partnership programs.
• Identify friction points and operational gaps across acquisition, onboarding, servicing, retention.
• Develop recommendations and implementation plans to improve experience and partner performance.
• Measure key experience metrics, operational indicators, and outcomes.
• Coordinate with cross-functional teams to align requirements and deliver seamless experiences.
• Lead cross-functional initiatives with EPMO to launch programs.
• Facilitate stakeholder meetings to drive decisions and maintain alignment.
• Ensure readiness of processes, systems, and teams to support programs.
• Design governance, standards, and SLAs for partner programs.
• Establish reporting dashboards for visibility.
• Serve as liaison between internal and external partners.
• Communicate performance, risks, dependencies, and recommendations to leadership.
• Support business case development and strategic initiatives for growth.

Education

Bachelor's Degree in Business Administration, Marketing, Operations Management, Finance, Information Security or related

MBA or related graduate degree

Job description

Alliant Credit Union in Chicago offers a hybrid role focused on delivering a seamless member experience across partner programs. You will work with marketing, product, technology, servicing, operations, compliance, risk, and legal to optimize journeys from acquisition through onboarding, engagement, servicing, and retention.

Responsibilities include identifying friction points, designing improvements, and establishing dashboards to track performance.