Director – Member Experience Strategy
About The Position
At Unitus, each employee has an opportunity to make a difference for our members. The Director of Member Experience Strategy is responsible for partnering with the SVP/Chief Growth Officer to advance Unitus' enterprise member experience strategy by strengthening how the organization acquires, engages, serves, and retains members throughout the relationship lifecycle. This role leads the organization's Voice of the Member program, member research, experience governance, journey management practices, experience innovation, and enterprise member engagement programs to help ensure Unitus consistently delivers intentional, differentiated, inclusive, and member-centered experiences. Serving as Unitus' internal expert on human-centered design, experience strategy, journey management, and experience governance, this leader provides independent guidance, constructive challenge, and enhances experience quality oversight across the organization. While product, channel, and functional leaders remain accountable for the strategy, execution, and performance of their respective areas, this role develops and administers the enterprise frameworks, standards, methodologies, research, and governance practices that help ensure member experiences are intentionally designed, informed by member insight, and aligned with Unitus' strategic priorities. Working collaboratively across all organizational areas such as Product, Digital, Marketing, Retail, Credit Services, Operations, Community, Sales, Data, Training, and enterprise project teams, the Director enhances the integrity of the member experience by helping teams identify opportunities, improve member journeys, challenge assumptions, and continuously elevate the experiences Unitus delivers. This role also evaluates how emerging technologies, including artificial intelligence, automation, conversational banking, personalization, and digital capabilities, can responsibly enhance the member experience while preserving trust, accessibility, human connection, and make significant contributions to ensure commitment for unparalleled service – the kind that creates the Unitus difference. Our strong team of leaders, outstanding culture, above market benefits, continuous involvement in the communities we serve, and competitive pay programs make Unitus an excellent place to contribute and grow your talents.
Requirements
- Bachelor's degree in Business Administration, Marketing, Organizational Leadership, Human-Centered Design, Psychology, Communications, Consumer Behavior, or related field.
- 8 or more years of progressively responsible experience managing or administering member experience, customer experience, strategy, service design, consulting, product management, research, innovation, or organizational transformation programs and/or initiatives.
Nice To Haves
- Master’s degree in Business, Organizational Leadership, Design, Human Centered Design, Behavioral Science, or related field preferred.
- Professional certification in a related discipline such as: Certified Customer Experience Professional, Design Thinking, Human Centered Design, Lean Six Sigma, Project Management Professional, Certified Scrum Product Owner, or equivalent preferred.
- Experience within financial services, credit unions, fintech, or highly regulated industries preferred.
Responsibilities
- Partner with the SVP/Chief Growth Officer to establish the enterprise direction for how Unitus strengthens member relationships across the lifecycle. Develop and continuously evolve Unitus' enterprise member experience strategy focused on strengthening member acquisition, engagement, loyalty, and retention.
- Identify and prioritize the member experiences and strategic initiatives that will have the greatest impact on member relationships and organizational performance.
- Develop and administer enterprise experience principles that guide experience-related decisions across the organization.
- Monitor evolving member expectations, competitive trends, and changes within financial services to identify strategic opportunities.
- Align member experience initiatives with Unitus' strategic plan, growth objectives, and organizational priorities.
- Provide input into strategic planning, budgeting, and organizational priorities.
- Conduct independent experience reviews of significant member-facing initiatives, providing constructive challenges and recommendations that improve experience quality while preserving accountability within business units.
- Identify experience risks, inconsistencies, and opportunities that could negatively impact members and facilitate cross-functional resolution.
- Coach leaders, project teams, and business units in member-centered thinking, experience governance, journey management, and experience design methodologies.
- Develop enterprise tools, templates, standards, and best practices that strengthen organizational capability and promote consistent application of experience management principles. Partner with Training and Strategic Implementation to develop related training as needed.
- Champion the practice of intentional design and continuous improvement that reinforces a "get it right the first time" philosophy.
- Lead the strategy and continuous improvement of enterprise member engagement, loyalty, recognition, referral, and other relationship-building programs as assigned.
- Measure and evaluate member engagement initiatives using experience, loyalty, adoption, and business performance metrics to identify opportunities for improvement
- Lead the enterprise Voice of the Member strategy, including listening programs, feedback management, and member insight initiatives.
- Design and conduct qualitative research, including interviews, focus groups, usability studies, observational research, and journey validation.
- Partner with Enterprise Data and Business Intelligence teams to integrate qualitative research, quantitative analytics, operational data, and market insights into meaningful member intelligence.
- Facilitate journey mapping, service blueprinting, and future-state experience design for enterprise initiatives and transformational projects.
- Consult with business units and project teams to incorporate member-centered design principles into products, services, channels, communications, and operational processes.
- Conduct retrospective analysis of member journeys to identify friction points, unmet needs, and opportunities for simplification, innovation, and operational improvement.
- Develop and maintain enterprise journey frameworks, personas, service blueprints, design tools, and experience playbooks that support consistent experience design practices.
- Evaluate emerging technologies—including artificial intelligence, intelligent automation, personalization, conversational experiences, and digital capabilities—to identify opportunities that improve member experiences while maintaining trust, accessibility, and human connection.
- Challenge conventional thinking by introducing innovative approaches that strengthen Unitus' ability to anticipate and respond to changing member expectations.
Benefits
- Medical + Dental + Vision
- Flexible Spending Accounts + HSA
- Employees accrue up to 20 days of Paid Time Off (PTO) during their first twelve months of employment
- Unitus recognizes 12 paid holidays per year
- 401(k) Retirement Savings
- Annual Incentives (eligibility dependent)
- Employee Assistance Plan
- Tuition Reimbursement
- Student Loan Debt Repayment
- Transit & Parking benefits
- Paid Volunteer Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Director
