Customer Experience Management (CXM) Practice Manager

United Nations Federal Credit Union • New York, NY

124d • $100,860 - $125,000 • Hybrid

About The Position

You will serve as a key contributor to the Office of Strategy Management in the ongoing growth and maturity of UNFCU's member experience management (MXM) practice. This position is hybrid (2x/week onsite). NYC Salary Range - $100,860-$125,000 annually; compensation is commensurate to geographic location.

Requirements

• Bachelor's degree in Business Administration/Management (or equivalent life experience).
• 5+ years related experience, preferably in a financial institution.
• 3+ years leading an experience management practice.
• High degree of proficiency using Microsoft Office Suite, including Excel, PowerPoint, and Word.
• Strong research and analytical skills with strong knowledge of member experience best practices.
• Strong project management skills.
• Proven analytical and quantitative skills and ability to think strategically.
• Strong interpersonal, verbal, and written communication skills, with high attention to detail.

Nice To Haves

• Certified Customer Experience Professional (CCXP) preferred.
• Familiarity with the Qualtrics platform or similar.

Responsibilities

• Uphold UNFCU's mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike.
• Support and evolve a best-in-class MXM CoE that produces actionable, measurable, and effective plans that drive the maturity and impact of member experience at UNFCU.
• Structure, facilitate, participate, and/or influence cross-team and business unit projects.
• Facilitate design sessions, including journey mapping, return on investment (ROI) impact analysis and related activities.
• Advise, consult on, and guide projects related to the member experience (MX).
• Co-create resources, education, tools, and templates in collaboration with the MXM Experience Liaison Network and the business units.
• Embed the discipline of MX across UNFCU; educate on MX tools and resources, and by defining, influencing, and championing effective ways of working.
• Build the MX skills and competencies of the organization, aligning development with the capabilities needed to continually mature the MX discipline.
• Drive organization-wide understanding by sharing stories, data, insights, metrics, and impact models that demonstrate value.
• Enable value-driven MX improvements by aligning them to business and member outcomes.
• Assist in facilitating and aligning the activities of the organization through journey management.
• Help define the portfolio of MXM CoE programs related to improving the experience (resource center, engagement programs, etc.).
• Collaborate with the AVP Strategy & MX to create and manage measures, business value, and benefits realization of MX projects.
• Assist in the compilation of presentations to the Board of Directors, Executive Management, and other committees, as necessary.

What This Job Offers

• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree