Senior Director, Member Experience & Friction Elimination

First Tech Federal Credit Union; Rocklin (CA); On-site; USD 193,000 - 226,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid time off + holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union is seeking an experienced leader to deliver enterprise solutions that simplify experiences, reduce friction, and strengthen member trust in California. You will translate member and employee insights into prioritized, measurable improvements across functions and ensure the voice of the member informs design and execution.

You will partner with platform, product, and technology leaders to embed friction‑reducing solutions into frontline workflows, applying

Qualifications

• 8+ years of relevant experience and 6+ years in people leadership.
• Proven ability to design and implement solutions that reduce friction and improve performance.
• Translate member and employee insights into prioritized improvements.
• Lead cross-functional initiatives across operations, technology, digital, product, and frontline teams.
• Strong knowledge of Voice of Member programs and signal capture.

Responsibilities

• Lead enterprise‑wide efforts to identify friction and translate insights into target state solutions.
• Drive cross‑functional simplification initiatives that scale across teams and systems.
• Partner with senior leaders to embed friction‑reducing solutions into workflows.
• Apply automation and AI to eliminate low‑value work and improve experiences.
• Establish success measures and partner with analytics for realized benefits.
• Shift the organization to proactive, systemic improvements and faster prioritization.
• Drive Voice of Member program and act on member feedback to inform decisions.
• Cultivate advocacy for member and employee facing teams to reduce clicks.
• Turn data‑led journey mapping into actionable roadmaps aligned to priorities.
• Ensure insights drive execution and measurable improvement, not just reporting.

Skills

People leadership

Cross-functional collaboration

Voice of Member

Workflow mapping

Automation & AI

Experience design

Operational excellence

Data-driven decision making

Education

Bachelor's degree or equivalent

Job description

First Tech Federal Credit Union is seeking an experienced leader to deliver enterprise solutions that simplify experiences, reduce friction, and strengthen member trust in California. You will translate member and employee insights into prioritized, measurable improvements across functions and ensure the voice of the member informs design and execution.

You will partner with platform, product, and technology leaders to embed friction‑reducing solutions into frontline workflows, applying