Senior Program Manager Enterprise MX Insights and Strategy

Golden 1 Talent Acquisition Team•Sacramento, CA

2d•$124,700 - $150,000•Hybrid

About The Position

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values. You are a strategic and influential leader who transforms member feedback, research, and experience data into compelling stories that drive action. You excel at connecting insights to business strategy, helping leaders understand what matters most to members and where to focus for the greatest impact. You are equally comfortable analyzing complex data as you are engaging executive leaders in strategic discussions. You synthesize survey results, digital experience insights, operational metrics, and member feedback into clear, compelling narratives that highlight opportunities, risks, and priorities. Your ability to develop executive- and board-ready insights, communicate with credibility, and influence across all levels of the organization enables you to build alignment, shape decisions, and drive accountability for results. You thrive in a matrixed environment where success depends on relationships, collaboration, and influence rather than authority. As a trusted advisor, you bring a balanced perspective that considers member impact, business objectives, and operational realities to help leaders make informed decisions. Most importantly, you are passionate about elevating the member voice and ensuring member insights become a catalyst for improving experiences, strengthening relationships, and advancing Golden 1’s commitment to service excellence and financial well-being.

Requirements

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

Nice To Haves

Financial services experience preferred

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