Senior Director, Member Insights

The Senior Director of Member Insights reports into the VP of Continuous Improvement and will lead the Credit Union's Member Insights program. The Senior Director will represent the voice of the Member, with strategic emphasis on understanding and ensuring we're meeting the evolving needs of our members. This team will be responsible for developing target state member journeys, identifying and improving moments of truth, and driving and measuring initiatives that enhance the overall member experience and member lifetime value.

• Power the "Experience Metrics Cluster" (XMC) program with deep insights on current and target state processes, to help First Tech achieve or exceed First Contact Resolution, Digital to Phone (channel switching) and member and employee effort reduction targets. Recommend annual XMC KPIs for the enterprise and generate regular executive level reporting to show why numbers are moving and what can be done to positively impact the scores.
• Partner with the Experience Excellence team and others throughout the enterprise to take action on member and employee insights and feedback, implementing member and employee facing improvements, and measuring impact
• Work closely with retail, contact experience center and marketing to translate consumer insights into actionable recommendations to reduce friction in our processes and journeys. Collaborate cross-functionally to ensure member-centric and data-led decision-making and alignment across the organization
• Partner with business lines (e.g. Deposits, Consumer Lending, etc.) to incite action on our highest reward and lowest effort improvement opportunities
• People leadership of 5 Member Insights team members - setting goals, managing individual development plans, creating an environment of high performance.
• Forecast projected impacts of continuous improvement initiatives, and lead benefits realization tracking across implemented initiatives, from member and commercial perspectives
• Establish a 'Moment of Truth' framework, to identify the moments in the journey that matter most, and to use data and member engagement to make them the best they can be. Lead efforts by assigning accountability, encouraging innovation, and executing to positively impact member facing content, processes, etc.
• Ensure end to end target state, data rich, dynamic member journeys are in place for each of our moments of truth, prioritized as appropriate, to support a personalized, differentiated experience that factors in cost to serve
• Partner with internal data teams and analysts to ensure accurate, consistent analysis across the organization, and lead efforts to drive a data-led culture.
• Connect member feedback with subsequent behavior to identify the 'value of MX' - the quantifiable areas where the organization can unlock commercial value, reduce effort and costs, and increase member lifetime value by introducing simplified, digital processes
• Collect, analyze, and interpret large datasets from various sources, such as member feedback, website analytics, social media, market research reports, employee feedback, complaint data, and more. Utilize statistical techniques to derive actionable insights and present findings to cross-functional teams with actionable, ROI positive recommendations
• Stay current on industry trends, competitor offerings, and market dynamics, to bring the organization to the forefront of modern, non-intrusive ways to collect and understand data on member behavior and strategic opportunities. Conduct regular competitive analysis to identify gaps and opportunities, and provide recommendations to enhance our competitive advantage.

• Minimum Education: Bachelor's degree in Business Administration or related field. MBA or equivalent preferred
• Minimum 9 years of experience in setting up and managing a research and insights program across channels, preferably in the financial services industry
• Demonstrated experience and track record of success using tools such as journey maps, experience engineering, and behavioral economics to predict and address member needs, and derive and inform tactic to deliver the lowest effort experience
• Minimum 7 years' experience leading a diverse team including hiring, coaching and performance management
• Deep experience leveraging cutting-edge research and member listening tools (e.g. Medallia, Calabrio, Qualtrics, Gartner, Javelin) to track the member experience throughout the journey, including phyical and digital channels, as well as gain external best practice and benchmarking
• Cross-functional leadership experience, to align and prioritize enterprise efforts, and to influence stakeholders towards execution
• Exceptional business acumen and ability to translate it to organizational strategy; successful experience managing all aspects of cross-business unit programs, including communicating with internal and external stakeholders at all levels of the organization
• Demonstrated ability to prioritize tasks or projects across the organization that align with the strategic objectives and business goals
• Excellent verbal and written communication skills; able to express ideas and member insights concisely and logically across the organization and with all levels
• Detail-orientation with strong problem solving
• Ability to deliver effective stakeholder presentations to both peer and executive level audiences
• Working knowledge of Microsoft Office Suite
• Certification/License: N/A

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)