Senior Manager, Member Experience & Programs

First Tech Federal Credit Union; Marlborough (MA); Hybrid; USD 117,000 - 140,000; Full time

Benefits offered by this job

Traditional medical, dental, andVision

Generous 401(k) match

Paid time off and holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union seeks a senior leader to drive member experience programs across channels and touchpoints. You will translate organizational objectives into operational strategies, lead managers, and ensure alignment with business priorities to improve satisfaction and engagement.

You will set priorities, monitor performance, and partner with multiple teams to optimize processes, digital experiences, and communications, delivering measurable business outcomes in a hybrid

Qualifications

• Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree)
• 6+ years of relevant experience, 2+ years as a People Leader
• Ability to lead operational execution while supporting longer-term strategic objectives
• Experience analyzing performance metrics, member feedback, and business data to drive continuous improvement

Responsibilities

• Lead the planning, execution, and ongoing enhancement of member experience programs, processes, and initiatives to ensure consistent, high-quality experiences across all delivery channels and interactions
• Establish operational priorities, objectives, and performance expectations for multiple teams, ensuring alignment with organizational goals, service standards, and member experience strategies
• Utilize member insights, feedback, journey analysis, performance metrics, and business results to identify opportunities, address challenges, and implement improvements that enhance the overall member experience
• Partner with cross-functional stakeholders to evaluate and optimize member-facing processes, services, digital experiences, and communication strategies that support engagement, retention, and satisfaction
• Monitor and analyze key performance indicators, trends, and operational results to assess effectiveness, inform decision-making, and drive measurable business outcomes
• Lead complex initiatives and solve multifaceted operational, organizational, or service-related challenges by evaluating information, identifying root causes, and implementing sustainable solutions
• Provide leadership and direction to managers and professional staff, fostering a culture of accountability, collaboration, continuous improvement, and service excellence
• Ensure resources, staffing, priorities, and budgets are appropriately managed to support departmental goals, operational effectiveness, and strategic initiatives
• Contribute to the development and implementation of functional strategies, translating broader organizational objectives into actionable plans and measurable outcomes
• Promote a member-focused mindset across teams by championing best practices, encouraging innovation, and ensuring experiences remain responsive to changing member expectations and business needs

Skills

Leadership

People management

Strategic planning

Data-driven decisions

Communication

Education

Bachelor's degree or 4 additional years of experience

Job description

First Tech Federal Credit Union seeks a senior leader to drive member experience programs across channels and touchpoints. You will translate organizational objectives into operational strategies, lead managers, and ensure alignment with business priorities to improve satisfaction and engagement.

You will set priorities, monitor performance, and partner with multiple teams to optimize processes, digital experiences, and communications, delivering measurable business outcomes in a hybrid