Vice President of Member Experience

Rogue Credit Union•Medford, OR

4d•$169,273 - $211,591•Onsite

About The Position

About Rogue Credit Union: Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley located in beautiful southern Oregon. Providing services to our members in select Oregon, Idaho and California counties. We strive to make an impact in the communities we serve by living, giving, and supporting local. Our mission is to provide exceptional member experiences that build mutually beneficial relationships to create the most loyal members in the nation. Here at Rogue, we believe in having a culture of happy team members who feel supported, have the chance to grow their careers, and LOVE where they work!

Requirements

Five years to eight years of similar or related experience, including experience leading customer or member experience, insights, or experience transformation programs and building teams or functions from the ground up.
Equivalent to a college degree (BS or BA in a relevant field).
In depth knowledge of experience management disciplines is required, including voice of member and survey design, journey mapping and service design, experience measurement (such as NPS, CSAT, and effort metrics), closed-loop feedback, and program governance.
Must have the ability to analyze quantitative and qualitative data and make recommendations based on findings, including member economics such as cost of acquisition and member lifetime value.
Must possess a working knowledge of all laws and regulations applicable to credit unions and related businesses.
Must have good communication, supervisory, and leadership skills, with a demonstrated ability to influence and align cross-functional teams without direct authority.
Must possess excellent organizational and analytical skills; must be able to coordinate a variety of projects; must be self-directed.
Must possess high level writing and communication skills including the ability to write effective reports, prepare effective presentations, and speak in public to a variety of constituencies.
Must be bondable.
Proficient in Microsoft Office applications and be able to run spreadsheets, word processing, and publishing software as well as other general office equipment.
Some adjusting or moving objects up to 30 pounds in all directions.
Must be able to remain in a stationary position, often standing or sitting for prolonged periods.
Repeating motions that may include the wrists, hands and/or fingers while using computer.
Communicating with others to exchange information.
Perceiving the nature of sounds at normal speaking levels or without correction.
Ability to receive detailed information through oral communication, and make fine discernments in sound.
Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading.

Nice To Haves

Professional experience management certification (such as CCXP) is a plus.

Responsibilities

Serves as the functional leader of the Member Experience program. Designs, builds, and matures the program structure, operating routines, and organizational chart within the MX vertical required to execute the Member Experience Strategy. Chairs the MX Driver Steering Committee, maintains its charter and meeting cadence, and manages escalation pathways to the Executive Steering Committee. Ensures the program rigorously pursues and achieves objectives, goals, and scorecard metrics as outlined in the Strategic Business Plan, Member Experience Strategy, or as assigned.
Owns the credit union's member listening and measurement architecture. Designs and operates voice of member programs, journey analytics, and MX scorecard metrics spanning the Member Acquisition, Increased Member Participation, and Member Retention pillars. Consistently leverages data and analytics to develop a strong understanding of member needs, behaviors, and friction points, and translates insight into prioritized action and strategic recommendations for executive leadership.
Recruits, hires, trains, and coaches. Establishes and maintains objective accountability measurements and evaluates performance on all direct reports. Creates and maintains a coaching culture to consistently strive toward the highest level of achievement and performance for every employee.
Leads cross-functional experience improvement across the member journey. Facilitates journey mapping, service design, and root cause analysis in partnership with branch, contact center, digital, lending, marketing, and support divisions. Maintains a prioritized experience roadmap and works with teams to align people, process, and technology to close experience gaps and deliver exceptional member experiences.
Builds enterprise Member Experience capability and culture. Develops training, champion networks, closed-loop feedback routines, and communication cascades that embed member-centric decision making throughout the organization. Stays current on applicable regulations, credit union policies, operational controls, service, and security procedures to ensure compliance throughout assigned areas of the credit union.
Proactively performs other duties as needed or assigned.