Director - Member Experience and Financial Health

TITLE: DIRECTOR - MEMBER EXPERIENCE AND FINANCIAL HEALTH
STATUS: EXEMPT
REPORTS TO: VP - MEMBER EXPERIENCE AND FINANCIAL HEALTH
DEPARTMENT: MEMBER EXPERIENCE AND FINANCIAL HEALTH
JOB CODE: 11838

PAY RANGE: $156,900.00 - $180,000.00 ANNUALLY

GENERAL DESCRIPTION:

The Director, Enterprise Member Experience and Financial Health will effectively develop, oversee, manage, and continually improve Golden 1’s Member Experience Program (MX Program) and support the execution of the financial empowerment strategy. This includes maturing the organization’s member experience management capabilities, partnering with key internal and external stakeholders to identify opportunities for improvement, translating data insights into action, and leading cross-functional teams to create sustainable change, with a particular focus on enhancing members' financial health. This role requires exceptional communication, strong leadership qualities, ability to develop strong working relationships, adaptability, effective organization and time management, and ability to deliver against key strategic priorities at the enterprise level. Additionally, the Director will align with Golden 1's Strategic Plans to grow and scale for sustainable high-performance, be a digital leader, modernize brand, service, and culture, be a business services leader, and advance financial equity.

TASKS, DUTIES, FUNCTIONS:

1. Strategic Mindset - Oversee and continually evolve the development and implementation of a comprehensive Member Engagement and Wellbeing Strategy focused on key outcomes, including increased member engagement through the lens of financial wellbeing and continuous experience improvement.
2. Program Evolution and Maturity - Oversee the development and execution of a roadmap that includes program maturity, reporting, enhancements, and integration of key concepts into L&D and Marketing efforts.
3. Champion the MX Program – Become the established Member Experience and Financial Health champion from an enterprise perspective, subject matter expert, and strategic partner for business unit leaders across the organization.
4. Develop Relationships - Establish and foster cross-functional relationships with appropriate stakeholders across different departments/groups to ensure the MX Program is fully aligned and delivering actionable insights and creating value.
5. Research - Oversee the development and execution of research efforts to understand the Credit Union’s membership, their experiences, and their financial health needs with a focus on uncovering opportunities for improvement and program development that lead to tangible outcomes tied to strategic initiatives.
6. Communication - Oversee the preparation and delivery of all appropriate reporting and presentations for different levels of management and the Board to share performance, insights, and recommendations to improve products, services, and experiences.
7. Change Management - Drive effective change management throughout the organization from a people, process, and technology perspective.
8. Oversee the identification, recommendations, and monitoring of strategic and tactical improvement initiatives that reduce the level of problem incidence and promote member engagement.
9. Coordinate and lead cross-functional groups to identify, innovate, lead, and support efforts to improve member engagement through financial wellbeing.
10. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. 

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: All levels of management (Managers, VPs, SVPs, EVPs and the CEO), and other key staff.
2. EXTERNAL: Industry peers and leaders, legal, third-party vendors, and regulators.

QUALIFICATIONS:

1. EDUCATION: Bachelor’s degree, preferably in marketing, economics, or a research/business related field. Advanced degree or relevant certifications is preferred.
2. EXPERIENCE: At least 8+ years of progressive responsibility for Customer/Member Experience (aka Voice of the Customer/Member) program activities. Experience in the financial services industry, including familiarity with loan and deposit products, is required. At least 3+ years leading people.
3. KNOWLEDGE/SKILLS:  

• Experience managing a high-performing team(s) of individuals.
• Experience overseeing and managing in-depth analytics focused on developing key insights to drive action across business areas.
• Proficient in analyzing data, reaching conclusions, and making relevant recommendations.
• Ability to guide and/or conduct in-depth qualitative and quantitative research using both attitudinal and behavioral methods.
• Familiarity with and ability to apply MX/CX methodologies and approaches such as design thinking, focus groups, observational studies, usability testing, user surveys, survey design, etc.
• Ability and desire to think creatively, identify solutions, communicate clearly, and drive toward strategic outcomes that generate value for the Credit Union and its membership.
• Strong ability to multitask, balance a multidimensional workload, remain flexible, and effectively influence and manage change across multiple business areas.
• Able to prioritize effectively and work on multiple projects simultaneously with minimal supervision.

• Excellent verbal presentation and written communication skills are required, including the ability to deliver presentations to executive management.
• Ability to obtain a comprehensive understanding of the Credit Union’s business goals and objectives; excellent demonstrated analytical, communications, organizational, and decision-making skills.

PHYSICAL REQUIREMENTS:

1. 1. Prolonged sitting throughout the workday with occasional mobility required.
   2. Corrected vision within the normal range.
   3. Hearing within normal range.  A device to enhance hearing will be provided if needed.
   4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

LICENSES/CERTIFICATIONS:

None

#LI-Hybrid

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE.   HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 3/12/2025