Member Experience Strategy Lead

Interra Brand•Goshen, IN

About The Position

As the Member Experience Strategy Lead, you are responsible for leading Interra’s enterprise-wide approach to understanding, measuring, and improving member experience. This role serves as the center of excellence for member feedback, experience analytics, and insight generation, ensuring the organization confidently leverages data, technology, and vendor partnerships to translate member voice into measurable business impact. Reporting directly to the Chief Member Experience Officer (CMXO), you will own the systems, tools, and methodologies used to capture and interpret member feedback across all channels. You will partner closely with business line leaders to connect experience insights to operational performance, service design, and strategic priorities—supporting informed decision-making across the organization. Direct Report: Member Relations Specialist(s), and Team Leader

Requirements

3-6 years customer service experience in banking, retail, or related field preferably with experience in member experience.
This level of knowledge is acquired through completion of a required Bachelor's degree in Business Management, Business Administration, or related field. (Will consider additional years of experience in lieu of education requirement).
Must have and maintain a valid driver's license.

Nice To Haves

Strong analytical and systems-thinking mindset; ability to connect experience data to business outcomes.
Experience with journey mapping, UX principles, or service design methodologies.
Confidence working with dashboards, data visualization, and executive reporting.
Ability to influence without authority and partner across departments at multiple levels.
Advanced project management skills with the ability to manage complex, cross-functional initiatives.
Comfort co-presenting with senior business leaders in executive or committee forums.
Advanced proficiency in Microsoft Office (Excel, PowerPoint, Outlook) and experience with survey or analytics platforms.
Knowledge of credit union or financial services environments preferred.
Ability to create a teamwork environment by working cooperatively with peers, subordinates, managers, and staff in other departments.
Ability to deal with complex problems involving multiple facets, variables, and situations.
Ability to provide world class member service while executing Interra’s vision, mission, and delivery of Core Values.

Responsibilities

Own and manage the aggregation of member feedback across all sources, including branch interactions, lending experiences, contact center, complaints, compliments, service recovery cases, surveys, and emerging feedback channels. Diversify feedback sources through a combination of data analytics, AI-enabled tools, and qualitative inputs. Segment insights by member type, product, channel, lifecycle stage, and experience journey to identify systemic trends and experience gaps.
Apply an analytical mindset to connect experience data to numeric measures and business outcomes. Translate qualitative and quantitative insights into clear root causes related to process, policy, training, systems, and service design. Demonstrate a strong understanding of member service as a driver of financial performance, retention, and operational efficiency. Develop and maintain experience metrics that show impact over time.
Serve as primary owner for member experience vendors, survey platforms, and feedback systems. Evaluate vendor performance, ensure data integrity, and maintain strong partnerships that enable confident decision-making. Stay current on evolving tools, AI capabilities, and best practices in experience measurement and analytics.
Leverage journey mapping and experience design principles to identify friction points and opportunities across key member journeys. Partner with business and operational leaders to inform service improvements, pilot new experience initiatives, and design feedback loops where gaps exist. UX design experience or exposure is strongly valued.
Create and maintain executive-ready dashboards, scorecards, and summaries that provide ongoing visibility into member experience performance. Provide regular updates to the CMXO, leadership team, and the Member Experience Subcommittee. Support governance rhythms by ensuring insights are actionable, prioritized, and aligned to organizational goals.
Partner with business line leaders to co-present insights, findings, and recommendations in leadership and committee settings. While this role does not directly set executive direction, it plays a critical role in shaping discussion, informing decisions, and holding teams accountable for follow-through and results.
Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.