Voice of the Member Program Manager

Digital Federal Credit Union; Hillsboro (OR); Hybrid; USD 104,000 - 125,000; Full time

Benefits offered by this job

Health insurance

Gen. 401(k) match

Paid Time Off and holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union is seeking a Voice of the Member leader to drive experience improvements across member and employee journeys. You will capture signals, synthesize feedback, and deliver actionable insights to partners in Marketing, Digital, Product, and Service teams.

You will apply text analytics, sentiment analysis, and AI techniques to quantify friction and prioritize opportunities, while developing executive-ready dashboards and tracking impact across initiatives.

Qualifications

• Bachelor's degree or 4+ years of relevant experience in Voice of Member, insights, or related disciplines.
• 5+ years of relevant experience in Voice of Member, insights, or related disciplines, including 0-2 years of people leadership experience.
• Proven experience operating a modern VoM/VoC program producing actionable insights and driving change beyond reporting.
• Ability to quantify effort and friction and enable prioritized actions that improve outcomes.
• Experience with AI-assisted methods and pattern detection in feedback data.

Responsibilities

• Lead day-to-day execution of VoM by consolidating feedback into actionable insights and recommendations.
• Maintain listening and signal-detection processes to surface patterns and rising friction.
• Apply analytics and AI techniques to identify signals and prioritize improvements.
• Connect member feedback to operational, financial, and experience outcomes and quantify impact.
• Coordinate VoM inputs across Marketing, Digital, Product, and Service teams for a unified view.
• Translate feedback into clear problem statements and recommendations for decision-making.
• Ensure insights are incorporated into prioritization and solution design.
• Support closed-loop improvement by tracking progress and validating impact.
• Develop executive and operational reports highlighting trends, risks, and actions.
• Contribute to benefit realization evaluating impact on experience and performance.

Skills

Voice of the Member

Analytics

Leadership

Cross-functional

AI techniques

Financial services

Education

Bachelor's degree or 4+ years experience

Tools

Text analytics

Sentiment analysis

Pattern detection

Job description

First Tech Federal Credit Union is seeking a Voice of the Member leader to drive experience improvements across member and employee journeys. You will capture signals, synthesize feedback, and deliver actionable insights to partners in Marketing, Digital, Product, and Service teams.

You will apply text analytics, sentiment analysis, and AI techniques to quantify friction and prioritize opportunities, while developing executive-ready dashboards and tracking impact across initiatives.