Member Experience Specialist

P1FCU • Lewiston, ID

4d

About The Position

The Member Experience Specialist plays a vital role in delivering a frictionless and engaging experience for P1FCU members. This role is responsible for identifying and reducing member effort through data analysis, feedback loops, and process improvement initiatives. The ideal candidate is a passionate advocate for innovation, service excellence, and embodies P1FCU’s ROOTS values. They support professional development across the organization and lead through influence at all times.

Requirements

• Three years to five years of similar or related experience, including preparatory experience.
• A high school degree or equivalent
• A significant level of trust, credibility and diplomacy is required.
• Ability to influence others and gain buy-in through relationship building, trust and credibility.
• Ability to listen and understand other’s perspectives.
• Data driven with strong analytical, problem solving and decision-making skills.
• Ability to manage multiple, complex projects and drive results.
• Ability to innovate creative solutions to drive process improvements.
• Strong teamwork and member service skills.
• Excellent verbal, written and interpersonal communication skills.
• Strong attention to detail and excellent organizational and time management skills; ability to manage multiple priorities and deadlines.
• Advanced knowledge and understanding of P1FCU financial products and services.
• Ability to maintain confidences.
• Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing / descending stairs in an emergency situation.
• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours or travel off site whenever required or requested by management.
• Must be capable of regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Responsibilities

• Member Experience Optimization
• Analyze member feedback and operational data to identify friction points and recommend improvements.
• Collaborate with cross-functional teams to implement process enhancements that simplify member interactions.
• Support journey mapping and process mapping initiatives to improve digital and inbranch experiences
• Feedback & Advocacy
• Facilitate feedback loops using tools to capture and act on member sentiment
• Promote a culture of member advocacy by identifying opportunities to move members from “satisfied” to “advocates” on the loyalty curve
• Serve as a voice of the member in internal discussions and planning sessions.
• Innovation & Continuous Improvement
• Participate in strategic planning and innovation sessions to align member experience goals with organizational objectives.
• Recommend and support pilot programs or focus groups to test new service models or digital tools
• Culture & Leadership
• Model P1FCU’s ROOTS values in all interactions and decisions.
• Mentor peers and contribute to a culture of empowerment, inclusion, and continuous learning.
• Support internal recognition programs and peer-to-peer engagement initiatives.
• Professional Development & Training
• Assist in the development and delivery of training content related to member experience best practices.
• Partner with cross functional teams to assist and develop resources and tools that align with organizational goals and service standards.
• Encourage and support participation in programs like IGNITE and other leadership development tracks

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED