Senior Director, Member Experience & Friction Transformation

Digital 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

Paid federal holidays

Employee pricing on lending products

Job summary

Digital Federal Credit Union in Rocklin, CA is seeking an experienced leader to drive enterprise-wide friction-reduction initiatives, translating member and employee insights into prioritized improvements that elevate performance and member trust.

You will partner with platform, product, and technology leaders to embed streamlined workflows, apply automation and AI, and measure benefits through analytics, delivering lasting value across channels and systems.

Qualifications

• 8+ years relevant experience and 6+ years as a people leader.
• Experience translating member and employee insights into prioritized, executed improvements.
• Experience leading cross-functional initiatives across operations, technology, digital, product, and frontline teams.
• Strong knowledge of Voice of Member programs, signal capture, insight synthesis, and closed-loop action.
• Experience in financial services, credit unions, or other regulated industries.

Responsibilities

• Lead enterprise-wide friction-reduction initiatives and translate insights into target-state solutions.
• Drive cross-functional simplification across teams, channels, and systems.
• Partner with platform, product, and technology leaders to embed changes.
• Apply automation and AI to reduce low-value work and enhance experiences.
• Define success measures and realize benefits with analytics teams.
• Develop Voice of Member programs to inform prioritization and decision making.
• Foster advocacy for member and employee experiences across functions.
• Map data-led journeys into sequenced roadmaps aligned to priorities.
• Ensure insights drive execution and measurable improvement, not just reporting.

Skills

Leadership

Friction reduction

Voice of Member

Automation & AI

Financial services

Education

Bachelor's degree

Job description

Digital Federal Credit Union in Rocklin, CA is seeking an experienced leader to drive enterprise-wide friction-reduction initiatives, translating member and employee insights into prioritized improvements that elevate performance and member trust.

You will partner with platform, product, and technology leaders to embed streamlined workflows, apply automation and AI, and measure benefits through analytics, delivering lasting value across channels and systems.