VP - Member Experience

Position Title: VP - Member Experience

Position Summary:

The VP of Member Experience will lead the strategy and execution of all initiatives related to member interactions and feedback, with full oversight of the member voice. This executive role will establish service standards, design principles, and non-negotiable protocols to ensure a seamless, cohesive, and exceptional user experience across all touchpoints. The VP will drive innovation and maintain accountability for delivering a superior, consistent, and unified experience to members, aligning all member-facing efforts with the organization's long-term vision.

Essential Duties and Responsibilities:

Member Experience Leadership: Leads and sets the strategy for member experience, ensuring that design and servicing principles reflect a member-first approach. Member Voice Oversight: Serves as the advocate for member insights, ensuring that feedback is central to all design and service decisions. Service Standards and Non-Negotiables: Establishes clear, non-negotiable service standards and design principles, ensuring a consistent and positive experience across all touchpoints. Journey and Experience Design: Collaborates with the design and product teams to ensure that user experience (UX) principles are applied to optimize the member journey, driving both ease of use and satisfaction. KPIs and Performance Metrics: Defines, tracks, and reports on key performance indicators related to member satisfaction, usability, and retention, ensuring that experience enhancements are data driven. Escalation and Complaint Protocols: Ensures an efficient and respectful process for handling complaints and escalations, incorporating insights to inform continuous improvements. Design Principles: Leads the development of design principles that drive intuitive and user-friendly experiences, ensuring that every touchpoint is optimized for clarity, accessibility, and member engagement. Cross-Functional Collaboration: Partners with product, marketing, UX design, operations, and technology teams to ensure alignment and continuity in all member-facing initiatives. Servicing Principles and Culture: Champions a service culture centered on empathy, efficiency, and user-centric design, ensuring these values are ingrained in all member interactions. Innovation in Experience Delivery: Drives innovation in service and user experience, implementing cutting-edge solutions to enhance member satisfaction and engagement.

Minimum Qualifications:

Education:

• Bachelor's degree in User Experience Design, Human-Computer Interaction, or related field required.
• Master's degree preferred.

Experience:

• Ten or more years of experience in leading member or customer experience strategy with an emphasis on UX and design principles.
• Strong understanding of journey mapping, user experience optimization, and service design methodologies.
• Expertise in integrating member feedback into the development of user-centric solutions.
• Exceptional leadership skills with a strong ability to collaborate across departments to deliver cohesive and positive member experiences.

Knowledge, Skills, and Abilities:

• Forward-thinking and creative individual with the ability to perform strategically and create a strategy.

• Ability to influence line-of-business leaders on strategic implications of Member Experience plays.
• Highly skilled in cross-functional collaboration by developing deep relationships and credibility with key partners across the organization.
• Exceptional member interaction and relationship management skills.
• Gathers information from a variety of sources and synthesizes it into digestible content. Ability to create programs and processes aligned to strategic pillars and outcomes.
• Strong verbal and written communication skills with demonstrated ability to communicate professionally at all levels including executive management and board of directors. Tells a compelling story in a way that makes the complex simple.
• Strong project, time, and resource management and problem-solving skills to deliver projects and execute initiatives on time in a fast-paced environment.
• Demonstrated knowledge of social media, and online communications.

Success factors within the first 90-120 days of this role will include:

• Leading the development of a new brand, identify & positioning.
• Creating a segmentation report to determine opportunities, personalization, products, etc.
• Enabling understanding and managing for actionable results across the organization.
• Implement mechanisms to track performance and efficiency of resources.

Physical Demands and Work Environment:

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.
• Our company offers a dynamic hybrid work arrangement, which requires three days on-site work.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.