Director Member Experience (R&D)
Thank you for your interest in a career with Centra. A career at Centra Credit Union is more than a job; it is an opportunity to make a meaningful impact in our Members' financial lives and our communities. Centra was established in 1940 and is headquartered in Columbus, Indiana. Centra is ranked among the top five largest credit unions in Indiana and among the most financially sound institutions in the United States. Centra serves Membership throughout central and southern Indiana as well as other areas like Jamestown, NY, and Whitakers, NC. Centra Team Members enjoy excellent benefits, an atmosphere that fosters family and work-life integration, a heritage of strong values, a high level of Team Member engagement in the achievement of results, and the opportunity for growth with the Centra Family. Credit Unions are Not for Profit, Not for Charity, But for Service. If these are the things that matter to you then please read on, we look forward to hearing from you.
Centra Credit Union has an exciting opportunity for a Director Member Experience role located in Columbus, Indiana. This position is responsible for developing strategies and action plans that drive a continuously improving Member Experience aligned with Centra's Vision and Mission. This role has a high expectation for turning data into actionable insights to drive business decisions and is responsible for strategy, measurement, analysis, reporting, and execution of initiatives and action items to achieve Centra's Member Experience objectives. The Director of Member Experience should maintain efficiency and accuracy within the department and ensure laws and policies are adhered to while delivering high-quality, timely execution.
ESSENTIAL FUNCTIONS: (This position may be required to perform additional duties as requested. Reasonable accommodations may be made to enable individuals with disabilities to perform.)
- Advocate, champion, and administer Centra's Voice of the Member Program, Member Research, Departmental Observations, Member Impact Assessments, and Journey Mapping initiatives as well as all activities associated with these programs and plans.
- Build a company-wide culture of continuous improvement in Member Experience and empower Team Members to speak up on behalf of Members. Maintain channels for Team Members to voice their Member Experience opportunities and share our Member Experience successes.
- Facilitate and analyze Journey Mapping, Departmental Observations, and Voice of the Member Program data to develop insights and make recommendations on areas for optimization. Continuous evaluation of the best tools to measure Member Experience.
- Build strategies and drive execution actions across the company that are necessary to achieve successful completion of journey mapping, Departmental Observations, and Voice of the Member Program resolutions as well as other identified gaps or opportunities for optimal Member Experience.
- Develop various methods to continuously determine the actual current Member Experience in all aspects of the experience spectrum, including but not limited to the use of feedback loops, interviews, surveys, focus groups, complaints/compliments, inspections, as well as listening pipes such as social media, conversations, and Departmental Observations, etc.
- Seek Line of Business input and provide support services. Consult with Line of Business leaders to create, develop, and coordinate experience measurements and analysis to assist them in meeting their individual goals and objectives. Participate and represent the Member Experience in operational developments such as new products, services, and touchpoints.
- Complete Vendor Management for Member Experience partners, serve on Project Teams as assigned, and complete Member Impact Assessments to assess any impacts to the Member Experience.
- Decide and recommend where to make Member Experience investments, weighing resource allocation and timelines with a return. Write and present business case proposals for those investments and create a proposed annual budget for the Member Experience Department
- Stay up to date with experience trends and potential strategies to keep us ahead of the competition and to meet Member changing expectations. Stay current with competitor landscape and keep management up to date on trends and changes that impact experience positioning.
- Maintain ongoing communication with Team Members and Supervisors; inform them of all pertinent problems, irregularities, new developments, changes, or other important information within the area of responsibility. Provide consultation or expert advice to management.
EDUCATION & EXPERIENCE: (Equivalent combination of Education & Experience will be considered.)
- Bachelor's Degree in Related Field
- Three years to five years of similar or related experience, including preparatory experience
Centra Credit Union is an Equal Opportunity Employer.
Education
Preferred- Bachelors or better
- Equivalent combination education & experience or better
- 3-5 years related experience or better
