The Member Experience Manager is accountable for driving member experience satisfaction and loyalty that will enhance the growth of the Credit Union. The primary responsibility is to increase member loyalty as measured by Ne
w Promoter Score (NPS). This high profile position will work with multiple departments, senior management and vendor representatives to proactively and sustainably implement improvements to impact member satisfaction.
• Business Acumen
• Organizational Agility
• Project Management
• Conflict Management
• Presentation Skills
MAJOR ACCOUNTABILITIES & TASKS:
1.Be the champion of the members and serve as the member advocate.
2.Analyze the drivers of member loyalty.
3.Develop and implement strategies to increase loyalty as measured by NPS, working across business units and functional areas as appropriate.
4.Promote the NPS program to employees, management and membership.
5.Provide regular updates on the status of the NPS program with recommendations on improvement.
6.Develop and implement new and improved processes and procedures.
7.Drive change through education, focus feedback, and implementation.
8.Resolves difficult member service situations, builds strong member relationships and ensures member satisfaction through proactive problem resolution.
9.Performs other duties as assigned.
Education & Experience
A Bachelor’s Degree or equivalent is required. Requires a minimum of five years of member service experience, to include three years in a management level or trainer and one year banking experience.
Skills & Abilities
Requires strong member service, active listening, creativity, execution, conflict resolution and problem solving skills. Must display professionalism and possess excellent (verbal and written) business communication skills with the ability to gain internal and external buy-in. Self-sufficient: able to effectively self-manage, develop goals and priorities. Member centric focused. Must possess strong data mining and analytical skills. Proficient in Microsoft Office Suite.
Must comply with all policies and procedures, including the Bank Secrecy Act and SAFE Act.
This job requires they stand or sit for the majority of time and be able to lift up to 50 lbs. Must be able to travel independently to branch locations throughout Pima, Pinal and Maricopa Counties. Some overnight stay may be required.