Manager, Member Insights (HYBRID) - First Technology Federal Credit Union

Description

• Design, execute, and analyze quantitative and qualitative research studies, to uncover key insights and member preferences. Identify trends, patterns, and opportunities to improve member experience. 
• Drive member journey mapping by conducting user experience (UX/ CX customer experience (CX) research and  integrating diverse data sources (e.g., Survey Data, Text Analytics etc.) into comprehensive and visually appealing journey maps. 
• Advance our voice of customer (VOC) program and lead initiatives that will focus on continuous improvement across the business and the entire member journey.
• Work closely with retail, contact experience center, marketing, and other internal business teams to translate member experience insights into actionable recommendations. Collaborate cross-functionally to ensure member-centric and data-led decision-making alignment across the organization.
• Lead strategic thinking efforts on identifying member experience improvement opportunities and socialize insights in an impactful way with key stakeholders including executive level leaders.
• Stay current on industry CX/UX trends, competitor offerings, and market dynamics, to bring the organization to the forefront of modern ways to collect and understand data on member behavior and strategic opportunities.
• Conduct regular competitive analysis to identify gaps, opportunities, and provide recommendations to enhance the organization’s competitive advantage.

• Minimum Education:  Bachelor’s degree in Psychology, Marketing, Statistics, Research, or Business preferred. 
• Minimum 5 years’ experience in consumer or UX research. Prior experience in Financial Service and/or Customer Service Industry is a plus but not mandatory. 
• Demonstrated  history of skill and innovation in synthesizing complex data points and turning them into actionable insights, through strong presentation and storytelling skills. 
• Experience conducting research independently, designing surveys and discussion guides, analyzing results, moderating, and producing high quality reports. 
• Experience with NPS , VOC, and Social Listening Tools and Platforms. 
• Thrives in a dynamic environment and proactively identifies opportunities for CX improvement. 
• Strong business acumen and ability to lead projects end-to-end by anticipating and adapting to changing needs. 
• Demonstrated ability to prioritize tasks or projects across the organization that align with the strategic objectives and business goals.
• Exemplary oral and written communication skills with ability to translate complex insights into simple real-real world inferences for business teams and senior management. 
• Ability to work effectively with multiple stakeholders of different levels across the organization.
• Working knowledge of Customer Segmentation, Customer Journey and Jobs To Be Done methodologies.
• Competency with statistical packages (e.g. SPSS, R, SAS) is desired.
• Certifications/Licenses: N/A

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)