Senior Director, Member Insights - First Technology Federal Credit Union
Hillsboro, OR 97124
About the Job
Description
The Senior Director of Member Insights reports into the VP of Continuous Improvement and will lead the Credit Union Member Insights program. The Senior Director will be the voice of the Member, with a strategic emphasis on understanding and ensuring we are 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 initiatives that enhance the overall member experience and member lifetime value.
Here's what you can expect from the job and what you need to be successful:
Job Duties
- Design, execute, and analyze consumer research studies, including surveys, focus groups, interviews, and usability tests, to uncover key insights and member preferences. Identify trends, patterns, and opportunities that inform product adoption and marketing strategies. This will be balanced with rationalizing and simplifying the current research and insights programs
- Ensure end to end target state, data rich member journeys are in place for each of our businesses, prioritized as appropriate, to support a personalized, differentiated experience that factors in cost to serve
- 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
- Work closely with retail, contact experience center, marketing, and other internal business teams to translate consumer insights into actionable recommendations. Collaborate cross-functionally to ensure member-centric and data-led decision-making and alignment across the organization
- Partner with the business (e.g. Deposits, Consumer Lending, etc.) to incite action on our highest reward and lowest effort opportunities
- Partner with the Experience Excellence team to take action on member and employee feedback, implementing member and employee facing improvements, and measuring impact
- 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.
- Forecast projected impacts of continuous improvement initiatives, and lead benefits realization tracking across implemented initiatives, from member and commercial perspectives
- Create an easy and intuitive channel for employees to use to submit feedback from members, as well as friends and family
- Develop and implement innovative systems and easy to access and interpret sources to monitor and track member behavior, including dynamic, data-led member journey mapping, segmentation, and cohort analysis
- Partner with internal data teams to ensure accurate, consistent analysis across the organization, and lead efforts to drive a data-led culture. Collaborate to connect member feedback with subsequent behavior to uncover the ‘value of MX’ – the quantifiable areas where the organization can unlock value, reduce effort and costs and increase member lifetime value by introducing lower effort processes
- 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
Essential Skills
- 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 physical 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
- Minimum Education: Bachelor’s degree in Business Administration or related field. MBA or equivalent preferred
Location: Hillsboro, OR 97124 | (HYBRID)
Target Compensation in Hillsboro, OR: $155k - $170k annually + annual bonus
Benefits options include:
- 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)
What makes First Tech different? Click here to learn more!
First Tech is not currently offering Visa transfer/ sponsorship for this position
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Source : First Technology Federal Credit Union