Member Experience Program Manager

Travis Credit Union•Vacaville, CA

5d•Hybrid

About The Position

The Member Experience Program Manager supports the execution and continuous improvement of Travis Credit Union’s Member Intelligence and Voice of the Member (VoM) capabilities. The role integrates member and organizational intelligence, facilitates prioritization and governance, and helps translate insights into coordinated actions that improve member experience and support organizational objectives. It contributes to informed decision-making, accountability, cross-functional alignment, member financial wellbeing, relationship health, and the delivery of TCU’s Stellar Member Experience. The position owns the operational maturity, governance, and continued evolution of the VoM capability and its supporting Member Intelligence ecosystem. It connects member intelligence, organizational priorities, and business execution; facilitates prioritization that considers member impact, financial wellbeing, organizational risk, business value, and strategic alignment; and establishes governance, accountability, and reporting practices. The role coordinates cross-functional action planning and monitors initiative progress and measurable outcomes. It also develops executive dashboards and decision-support materials, partners with organizational leaders to align experience priorities with business objectives, and oversees effective use of listening technologies, survey platforms, vendors, and experience-management tools. The role is scheduled Monday through Friday, between 8:00 a.m. and 6:00 p.m., for 40 hours per week. It is hybrid, with 2–3 days in the office. Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union and within commuting distance of its corporate headquarters in Vacaville, California. Employment visa sponsorship is not available; candidates must already be authorized to work in the United States.

Requirements

For the Member Experience Program Manager level: bachelor’s degree in business, marketing, communications, organizational leadership, customer experience, project management, data analytics, or a related field; an advanced degree without experience; or equivalent related work experience.
For the Member Experience Program Manager level: minimum of 2 years of related experience.
Experience supporting governance, reporting, accountability, prioritization, or organizational improvement activities.
Demonstrated ability to coordinate stakeholders and facilitate execution of cross-functional initiatives.
For the Sr. Member Experience Program Manager level: bachelor’s degree in business, communications, organizational leadership, customer experience, project management, analytics, or a related field; a master’s degree and 3 years of related experience; or equivalent related work experience.
For the Sr. Member Experience Program Manager level: minimum of 5 years of related experience.
Advanced knowledge of Member Intelligence, Voice of the Member (VoM), governance practices, prioritization methodologies, and continuous improvement principles.
Demonstrated experience facilitating cross-functional initiatives, governance processes, and organizational change efforts.
Strong stakeholder management, communication, and influence skills.
Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union and within commuting distance of the corporate headquarters in Vacaville, California.
Candidates must have current authorization to work in the United States; employment visa sponsorship is not available.

Responsibilities

Own the operational maturity, governance, and continuous evolution of the Voice of the Member (VoM) capability and supporting Member Intelligence ecosystem.
Integrate member and organizational intelligence to support prioritization, decision-making, and continuous improvement.
Connect member intelligence, organizational priorities, and business execution so insights translate into meaningful outcomes.
Facilitate prioritization processes that balance member impact, financial wellbeing, organizational risk, business value, and strategic alignment.
Establish and maintain governance processes, accountability mechanisms, and reporting structures.
Coordinate cross-functional action planning and monitor progress to ensure improvement initiatives deliver measurable results.
Develop executive dashboards, reporting, and decision-support materials that provide visibility into priorities, performance, and outcomes.
Partner with leaders across the organization to align member experience priorities with business objectives and improvement initiatives.
Oversee optimization and effective use of listening technologies, survey platforms, vendors, and experience-management tools.
Contribute to the advancement of Member Experience strategy, operating practices, governance standards, and capability maturity.