Member Experience Specialist Sr-Hybrid - Logix Federal Credit Union

Overview:

The Senior Member Experience Specialist, under the direction of the Manager of Member Experience and VP of Strategic Services, will focus on defining the desired member experience through member and market insight, optimizing member service through continuous process and technology advancement, leveraging technology and digital solutions to support member strategy, and identifying and resolving root cause performance issues that contribute to member dissatisfaction. This position will serve as a subject matter expert for translating industry best practices into scalable solutions, spearheading member experience projects and initiatives with all areas of the organization.

Responsibilities:

• Identifies opportunities to improve the member experience
• Partners with all levels within the company to educate and execute best practices in CX/MX and digital strategy.
• Engages with both front-line and back-office member-impacting departments to lead efforts to develop member experience protocols and completes assignments and tasks relating to the monitoring of Logix service environment, including periodic audits to determine the effectiveness of current processes and quality of the member service experience.
• Maintains an understanding of customer behavior influences and its design on customer experience.
• Conducts research, including the use of interviews, surveys, and observation, on global standards and best practices for CX and UI/UX.
• Identifies opportunities to improve the member experience by using data analytics and applying a continuous improvement lens to solve for points of friction.
• Employs data and research to create member journey maps that help stakeholders understand strengths, gaps, and opportunities to improve overall member service and experience.
• Ensures member experience improvements drive business value
• Employs data and research to create member journey maps that help stakeholders understand strengths, gaps, and opportunities to improve overall member service and experience.
• Recommends success measures that help tie member experience improvements to business performance and opportunities to improve metrics related to operational costs, member satisfaction, and employee satisfaction.
• Designs new experiences
• Partners with an outside vendor and internal stakeholders/process owners to understand the member journey and underlying supporting processes and people and leads the charge in developing action plans to improve the omnichannel experience.
• Generates concise and actionable insights based on data analysis. Suggests product, service, and workflow enhancements based on the desired user experience.
• Analyzes user behavior and feedback to design or improve member and employee experiences.
• Ensures consistency of experience
• Generates member experience business cases to guide process improvements, works alongside the team for all new technology implementation and other efforts geared to improve overall member and employee experiences across all channels.
• Develops and implements mechanisms to report, analyze, and measure progress of changes to member experience.
• Prepares and maintains design documentation, style guides, and design systems.
• Helps maintain consistency and cohesiveness across all design projects.
• Collaborates with and leads others
• With the Member Experience Specialists, supports member experience mapping and design efforts
• Conducts and leads user research and testing to identify needs, goals, behaviors, and pain points, including the use of surveys, one-in-one interviews, focus groups, or A/B testing.
• Assists in competitive analysis and benchmarking to ensure our products remain innovative and user-friendly.
• Collaborates with the Digital Channels team to design site maps, user flows, mock-ups, or prototypes of optimum user interfaces.
• Leads brainstorming sessions and contributes creative ideas to improve user experiences.
• Collaborates with the design team to refine and iterate on designs based on feedback.
• Conducts design reviews and provide constructive feedback to ensure high-quality deliverables.
• With the ME Specialists, assists CEO with member feedback escalated to the office of the President and the Better Business Bureau. Determines root causes of service issues raised through this feedback and works with stakeholders to identify and develop systemic solutions when appropriate.
• Acts as back-up administrator of the Employee Recognition Program technology solution.

Qualifications:

 

Education

 

Min/Preferred: Preferred

Education Level: 4 Year / Bachelors Degree      

Description: Business Management, (Marketing or other related fields) Finance, Organizational Development, Information Technology, UX/UI Design, Graphic Design, Human-Computer Interaction, or a related field

 

Experience

 

Minimum Years of Experience:

6 - Of relevant experience or equivalent combination of training and experience.

3- Process-flow modeling experience

2- Journey mapping experience

2- UX/UI design or a related role (internships or freelance work included)        

3- Project management experience

 

Knowledge, Skills & Ability

• Strong proficiency with tools and applications commonly used in data analysis and process improvement. Ability to analyze and synthesize data and identify trends.
• Knowledge of end-to-end core Customer/Member Experience efforts, including customer research, strategy, vision, design, development, testing, and associated change management practices.
• Experience in UI/UX design and research.
• Experience in storyboarding, service design blueprinting, and persona development.
• Proficiency in design tools such as Adobe Creative Suite, Sketch, Figma, or similar.
• Strong visual design skills with an eye for detail and a passion for creating aesthetically pleasing interfaces.
• Knowledge of user-centered design principles and best practices.
• Demonstrated superior oral, written, and presentation skills and ability to effectively communicate to all levels of employees including senior management.
• Passionate about problem-solving and completing root cause analyses.
• Experience in guiding cross-functional groups to find answers and engage in co-creation of solutions.
• Scrum certification preferred.
• Experience in any of the following a plus: Financial institution, Project Management, Tableau, and Jack Henry Episys system.
• Advanced knowledge of internet software for research purposes and MS Office Suite.
• Ability to multi-task and perform effectively in a fast-paced environment.

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.

Pay Range:USD $81,069.60 - USD $121,604.40 /Yr.