Senior Director, Voice of Member & Experience Innovation

First Tech Federal Credit Union; Hillsboro (OR); On-site; USD 175,000 - 205,000; Full time

Benefits offered by this job

Traditional medical, dental, andVision

Generous 401(k) match

Paid Time Off: 15 days + 40 sick hours

Paid federal holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union in Hillsboro, OR is seeking a senior leader to translate member and employee insights into prioritized, measurable improvements that reduce friction and boost organizational performance. You will drive cross-functional initiatives across operations, technology, and product, embedding friction-reducing solutions into frontline workflows and enterprise processes.

You will apply automation and AI to eliminate low-value work, establish success measures with analytics,

Qualifications

• 8+ years of relevant experience and 6+ years as a people leader.
• Proven ability to design and implement friction-reducing, value-delivering solutions.
• Ability to translate member and employee insights into prioritized improvements.
• Experience leading cross-functional initiatives across operations, tech, and product.
• Strong knowledge of Voice of Member programs and signal-driven action.
• Experience remapping complex workflows with automation and AI.

Responsibilities

• Leads enterprise-wide efforts to identify and quantify friction and translate into target state solutions.
• Drives cross-functional simplification while maintaining operational soundness.
• Partners with senior leaders to embed solutions into frontline workflows and processes.
• Applies data, automation, and AI to remove low-value work.
• Sets success measures and collaborates with analytics for realized benefits.
• Shifts organization to proactive, systemic improvements.
• Drives Voice of Member program to inform prioritization and decision making.
• Cultivates advocacy for member and employee-facing teams to reduce unnecessary clicks.
• Transforms journey insights into sequenced roadmaps aligned to priorities.

Skills

8+ years exp

People leadership

Cross-functional leadership

Voice of Member

Workflow remapping

Automation & AI

Friction reduction

Financial services exp

Education

Bachelor's degree or equivalent experience

Advanced degree preferred

Job description

First Tech Federal Credit Union in Hillsboro, OR is seeking a senior leader to translate member and employee insights into prioritized, measurable improvements that reduce friction and boost organizational performance. You will drive cross-functional initiatives across operations, technology, and product, embedding friction-reducing solutions into frontline workflows and enterprise processes.

You will apply automation and AI to eliminate low-value work, establish success measures with analytics,