Member Insights & Experience Strategist

GESA CREDIT UNION•Richland, WA

3d•$30 - $50•Onsite

About The Position

The Member Insights & Experience Strategist plays a critical role in shaping Gesa’s member experience strategy by identifying key member motivations, expectations, pain points, and desired features. This position designs and manages scalable feedback systems, oversees qualitative and quantitative research, and turns findings into strategies aimed at improving both the member journey and supporting business outcomes. Serving as a partner and advocate for the member, this role collaborates across departments to integrate insights into product development, messaging, and service processes. The successful candidate must demonstrate deep expertise in research and data analysis, strong strategic thinking, and the ability to work effectively across teams to translate member insights into meaningful improvements—driven by a commitment to simplifying, humanizing, and enhancing the member experience.

Requirements

Exceptional interpersonal and communication skills with a proven ability to influence at all levels.
Strong analytical, quantitative and storytelling capabilities; able to translate complex data into clear, actionable insights.
Expertise in both qualitative and quantitative research methods.
Deep understanding of member lifecycle, needs, and experience strategy.
Ability to lead cross-functional initiatives and drive cultural change.
Passion for delivering best-in-class, compliant, scalable member experiences.
Demonstrated ability to lead cross-functional initiatives and drive strategic improvements.
Bachelor’s degree in marketing, psychology, sociology, business, or a related field preferred.
Minimum five (5) years of experience in customer insights, user research, market research, or a related field accepted in lieu of education.
Proven experience designing and managing successful feedback systems and end-to-end research programs.
Experience with journey mapping, CX frameworks, and human-centered design.
Experience with tools such as Qualtrics, UserTesting, Tableau, or similar platforms.
Familiarity with data visualization, survey design, and journey mapping tools (e.g. Miro, Dovetail, Power BI, or similar platforms).
Familiarity with project management methodologies and experience supporting cross-team execution.

Nice To Haves

Experience in financial services or a regulated industry preferred; credit union experience is a plus.

Responsibilities

Design and manage scalable systems to continuously gather feedback across channels inclusive of perceptions, motivations, expectations, pain points, and desired features.
Conduct qualitative and quantitative research (e.g., interviews, survey, usability testing, focus groups) to explore member behaviors, attitudes, and decision-making drivers.
Analyze and synthesize insights from diverse data sources to uncover trends, unmet needs, and barriers to engagement; translate findings into actionable recommendations.
Develop and report on KPIs such as NPS, CSAT, churn, and engagement metrics to measure satisfaction and inform experience strategy.
Track and communicate the performance of initiatives driven by member insights, including learnings gained from testing and experimentation.
Partner with internal and external stakeholders to align research efforts with business goals and ensure insights are integrated into product development, messaging, and engagement strategies.
Identify and mitigate risks to the member experience by proactively troubleshooting issues and recommending process and communication improvements.
Champion experience redesign initiatives, prioritizing gaps in the journey and developing roadmaps to address root causes and enhance overall satisfaction.
Advocate for member needs and perspectives in strategic planning and daily decision-making, ensuring a member-first orientation across all teams.
Identify opportunities to simplify, automate, and humanize member interactions to reduce friction and deepen emotional connection.
Support experience enablement by contributing to training, tools, and best practices that help teams understand and respond to member motivations and expectations.
Provide advisory support to stakeholders on experience-related initiatives, ensuring alignment with member insights and business goals.
Partner with compliance and legal teams to ensure all member touchpoints and communications are compliant and aligned with regulatory standards.
Continuously monitor industry developments and evolving member expectations to ensure Gesa’s insights and experience programs remain innovative, relevant, and competitive.