Senior Program Manager Enterprise MX Insights and Strategy

Golden 1 Credit Union•Sacramento, CA

1d•Hybrid

About The Position

Golden 1 Credit Union is seeking a strategic and influential leader to transform member feedback, research, and experience data into compelling stories that drive action. The ideal candidate excels at connecting insights to business strategy, helping leaders understand what matters most to members and where to focus for the greatest impact. This role requires comfort with analyzing complex data and engaging executive leaders in strategic discussions. The Senior Program Manager will synthesize survey results, digital experience insights, operational metrics, and member feedback into clear, compelling narratives that highlight opportunities, risks, and priorities. The ability to develop executive- and board-ready insights, communicate with credibility, and influence across all levels of the organization is crucial. This role thrives in a matrixed environment, relying on relationships, collaboration, and influence. As a trusted advisor, the candidate will bring a balanced perspective considering member impact, business objectives, and operational realities to help leaders make informed decisions. A passion for elevating the member voice and ensuring member insights catalyze improvements in experiences, relationships, and Golden 1’s commitment to service excellence and financial well-being is essential.

Requirements

Bachelor’s Degree in marketing, economics, or a research/business related field.
8+ years of progressive responsibility in Customer/Member Experience, including survey or listening program ownership, cross-functional influence, and insights-to-action leadership.

Nice To Haves

Financial services experience

Responsibilities

Own the strategic direction, roadmap, operating discipline, and governance structure for the G1 survey program and broader member experience insights capability.
Expand listening posts, research methods, and survey modules to capture evolving member needs, business priorities, friction points, and opportunities tied to new products, services, and journeys.
Integrate digital experience insights as a core component of the enterprise listening strategy to support Golden 1’s goal of being a digital leader.
Integrate member feedback, digital signals, operational data, and business line insights into enterprise perspectives that inform strategy and service modernization.
Apply strong analytical judgment to identify patterns, implications, and priorities from survey, digital, operational, and research data.
Translate insights into recommendations that help business owners address member friction, improve service delivery, and measure progress.
Serve as a subject matter expert to senior leaders on business line and enterprise projects, bringing member experience insights into planning and decision-making.
Build and sustain trusted relationships with senior leaders, cross-functional stakeholders, vendor partners, and industry thought leaders to advance member experience insights and enterprise priorities.
Develop executive- and board-ready reporting that connects member experience metrics, trends, risks, opportunities, and priority work underway into clear insights that support strategic decision-making.
Manage and strengthen strategic vendor partnerships, including Gallup and J.D. Power, to advance survey strategy, benchmarking, research capabilities, and enterprise insight generation.