Voice of the Member Program Manager

GESA CREDIT UNION•Richland, WA

3d•$80,168 - $145,040•Onsite

About The Position

The Voice of the Member Program Manager leads Gesa’s credit union-wide Voice of the Member (VoM) program and is accountable for its sustained performance, ensuring continued alignment to credit union priorities and measurable value over time. This role designs and operates the systems by which member feedback is captured, governed, prioritized, and activated across the organization, embedding insights into strategic and operational decision-making and driving measurable improvements in member experience and business outcomes. This position oversees a scalable VoM system spanning the full member lifecycle--from onboarding and service interactions to long-term relationship growth, integrating qualitative and quantitative feedback, operational data, and frontline insights into clear themes and prioritized recommendations. The Program Manager establishes governance, closed-loop processes, and reporting that drive adoption and accountability across business lines, and partners closely with product, operations, digital, service, and marketing leaders to align roadmaps and track outcomes.

Requirements

Bachelor’s degree required, preferably in marketing, psychology, sociology, business, human-centered design, or a related field
Minimum seven (7) years of experience in customer insights, Voice of Customer programs, user research, market research, customer insights, experience strategy, or a related field
Five (5) years of experience leading VoC/VoM or CX programs at scale across multiple channels, products, or business lines including responsibility for designing and managing successful feedback programs, supporting systems, and end-to-end research programs
Two (2) years of experience leading journey mapping, CX frameworks, experience diagnostics, and cross-functional CX initiatives
Two (2) years of experience with designing, managing, and using CX measurement frameworks (e.g., NPS, CSAT, member health indicators) to inform prioritization and track outcomes
Experience using tools such as Qualtrics, UserTesting, Tableau, or similar platforms
Experience with data visualization, survey design, and journey mapping tools (e.g. Miro, Dovetail, Power BI, or similar platforms)
Experience in financial services or a regulated industry preferred; credit union experience is preferred
Familiarity with project management methodologies and experience supporting cross-team execution

Nice To Haves

Exceptional communication and storytelling skills with the ability to influence at the executive level
Strong strategic and analytical thinking paired with the ability to operationalize programs and processes
Proven ability to drive business outcomes through Voice of Member programs
Ability to facilitate executive and cross‑functional discussions that translate member insights into aligned decisions and action
Strong systems thinking and root‑cause analysis skills, with the ability to connect member feedback to upstream process, policy, and operational drivers
Demonstrated ability to lead change and drive adoption of new programs, processes, or ways of working across cross‑functional teams
Experience influencing behavior change across distributed teams without direct authority
Skilled at connecting member feedback to business decisions and experience improvements
Ability to navigate complex organizations and drive alignment across multiple stakeholders
Passion for creating human-centered, frictionless member experiences

Responsibilities

Define the strategy for building and maturing Gesa’s VoM program, establishing a scalable framework for capturing, analyzing, and acting on member feedback across all key channels
Lead a cross-functional prioritization process for VoM-driven improvements (intake, triage, scoring, roadmap alignment), and track outcomes against agreed experience and business measures
Design and oversee feedback programs and research initiatives as part of the VoM operating model ensuring consistent adoption and action that surface member needs and drive measurable experience improvements
Establish and own governance, standards, and operating rhythms for Voice of the Member, ensuring consistent data quality, reporting, escalation, and closed-loop accountability across all business lines
Own the ongoing performance and evolution of the VoM program, including annual roadmap, adoption targets, channel coverage, data quality standards, and continuous improvement of listening and activation mechanisms
Identify and escalate systemic experience risks surfaced through VoM insights, partnering with leaders to address root causes
Identify key moments in the member journey where experience improvements will have the greatest impact on satisfaction, loyalty, and engagement
Lead journey mapping and experience assessments to uncover friction points, unmet needs, and opportunities for simplification
Synthesize feedback from surveys, interviews, operational data, and frontline teams into clear themes and actionable insights; translate member feedback into prioritized recommendations that influence product development, service design, and operational processes
Develop and manage experience measurement frameworks including NPS, CSAT, and other key member health indicators
Provide regular executive-level reporting and storytelling that integrates VoM insights into credit union-wide performance reviews, strategic planning, and continuous improvement forums
Champion a member-first mindset and help teams across the organization understand how their work impacts the member experience
Establish dashboards and reporting that make member insights accessible and actionable for leaders across the organization
Monitor industry trends, CX best practices, and evolving member expectations to continuously strengthen Gesa’s VoM and experience strategy
Identify opportunities to simplify, humanize, and improve the member experience across channels