Director of Member Experience

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits?

Our "people helping people" philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference.

While we're proud of our history, we're even more excited about our future. With business and technology transformation on the horizon, there's never been a better time to be part of BECU.

PAY RANGE

BENEFITS

Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Employees have access to disability and AD&D insurance. We also offer health care and dependent care flexible spending accounts, as well as health savings accounts, to eligible employees. Employees are able to enroll in our company's 401k plan and employer-funded retirement plan. Newly hired employees accrue 6.16 hours of paid time off (PTO) on a per pay period basis based on hours worked (up to a maximum of 160 PTO hours per year) and receive ten paid holidays throughout the calendar year. Additional details regarding BECU Benefits can be found here.

IMPACT YOU'LL MAKE:

As the Director of Member Experience, you'll lead BECU's Voice of Member (VoM) program, transforming member feedback into strategic action. Your leadership will foster a member-centric culture, driving loyalty and satisfaction while aligning with BECU's mission. You'll be the catalyst for meaningful change, ensuring every member interaction contributes to our collective success.

WHAT YOU'LL DO:

• Lead VoM Strategy: You'll develop and execute a comprehensive Voice of Member strategy that aligns with BECU's business goals.
• Measure Experience: You'll establish and manage key metrics like NPS, CSAT, and CES to set data-driven goals.
• Map Member Journeys: You'll create journey mapping initiatives to uncover and improve member experiences.
• Integrate Feedback: You'll design and manage feedback systems across all member touchpoints.
• Collect Insights: You'll oversee surveys, interviews, focus groups, and digital platforms to gather member feedback.
• Close the Loop: You'll implement feedback processes at operational, tactical, and strategic levels.
• Establish Governance: You'll create policies and standards to guide the VoM program.
• Deliver Insights: You'll share actionable insights across the organization to drive improvements.
• Manage Partnerships: You'll maintain relationships with technology vendors and research partners.
• Ensure Compliance: You'll uphold data privacy and information security standards.
• Analyze Feedback: You'll translate raw feedback into insights and connect it to business metrics.
• Predict Outcomes: You'll develop models linking member feedback to business results.
• Spot Trends: You'll identify opportunities to enhance member experience and create value.
• Report Strategically: You'll craft executive-level reports to share insights organization-wide.
• Collaborate Cross-Functionally: You'll advocate for member-centricity across departments.
• Build Capabilities: You'll help teams integrate member insights into decision-making.
• Plan for Growth: You'll maintain a roadmap for VoM program maturity.
• Partner with Leadership: You'll collaborate with executives to prioritize and fund initiatives.
• Support Additional Needs: You'll perform other duties as assigned.

This isn't just about ticking off tasks on a list. It's about making a significant, positive change in BECU's journey, where your contributions are valued, and your growth is continually fostered.

WHAT YOU'LL GAIN:

• Strategic Influence: Opportunity to shape BECU's member experience strategy.
• Leadership Impact: Lead cross-functional initiatives and drive organizational change.
• Innovation Platform: Access to cutting-edge CX technologies and analytics tools.

QUALIFICATIONS:

Minimum Qualifications:

• Typically requires a Bachelor's degree in business, marketing, statistics, or related field; Master's degree preferred.
• Typically requires 8 or more years of experience in member experience, market research, or voice of customer programs.
• Typically requires 5 or more years of management experience leading teams and complex programs.

Desired Qualifications:

• Master's degree preferred.
• Demonstrated expertise in member experience measurement methodologies, including Experience with text analytics and sentiment analysis techniques to derive insights from unstructured feedback.
• Strong understanding of survey design, data collection methods, and statistical analysis.
• Experience with CX technology platforms and analytics tools, including Medallia and / or Qualtrics.
• Proven track record of translating member insights into business improvements.
• Excellent communication and presentation skills with the ability to influence senior leaders.
• Strong project management skills and ability to lead cross-functional initiatives.

JOIN THE JOURNEY

Ready to make an indelible impact? Eager to be a part of a collaborative and innovative team where your ideas and contributions don't just fill a role, but fuel the growth and success of BECU?

This is more than a job - it's a chance to elevate your career, skills, and future, all while contributing to the robust technological landscape of BECU. Embrace the opportunity to grow with us. Apply now, bring your expertise to the table, and let's achieve excellence together at BECU. Your journey of influence, innovation, and impactful contribution starts now. #BECU #YourGrowth #BECUJourney

BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.