Member Experience Program Manager

Travis Credit Union•Vacaville, CA

6d•$90,085 - $111,280•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. The position enables informed decision-making, accountability, and cross-functional alignment in support of TCU’s Member Experience strategy and continuous improvement efforts. It contributes to strengthening members’ financial wellbeing and relationship health and to delivering TCU’s Stellar Member Experience. The role owns the operational maturity, governance, and ongoing evolution of the VoM capability and its supporting Member Intelligence ecosystem, and helps advance Member Experience strategy, operating practices, governance standards, and capability maturity. The position 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. The schedule is Monday through Friday, between 8:00 a.m. and 6:00 p.m., for 40 hours per week. Employment visa sponsorship is not available; candidates must have current authorization to work in the United States.

Requirements

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.
At least 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.
Current authorization to work in the United States; employment visa sponsorship is not available.
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.

Responsibilities

Own the operational maturity, governance, and continuous evolution of the Voice of the Member 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 are translated 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 that support effective execution and organizational transparency.
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 organizational leaders to align member experience priorities with business objectives and improvement initiatives.
Oversee the 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.