Participate and represent the Member Experience in operational developments such as new products, services, and touchpoints. Consult with Line of Business leaders to create, develop, and coordinate experience measurements and analysis to assist them in meeting their individual goals and objectives. Seek Line of Business input and provide support services.Develop various methods to continuously determine the actual current Member Experience in all aspects of the experience spectrum, including but not limited to the use of feedback loops, interviews, surveys, focus groups, complaints/compliments, inspections, as well as listening pipes such as social media, conversations, and Departmental Observations, etc.Build strategies and drive execution actions across the company that are necessary to achieve successful completion of journey mapping, Departmental Observations, and Voice of the Member Program resolutions as well as other identified gaps or opportunities for optimal Member Experience. Continuous evaluation of the best tools to measure Member Experience. Facilitate and analyze Journey Mapping, Departmental Observations, and Voice of the Member Program data to develop insights and make recommendations on areas for optimization.Maintain channels for Team Members to voice their Member Experience opportunities and share our Member Experience successes. Build a company-wide culture of continuous improvement in Member Experience and empower Team Members to speak up on behalf of Members.Advocate, champion, and administer Centra’s Voice of the Member Program, Member Research, Departmental Observations, Member Impact Assessments, and Journey Mapping initiatives as well as all activities associated with these programs and plans.Reasonable accommodations may be made to enable individuals with disabilities to perform.) The Director of Member Experience should maintain efficiency and accuracy within the department and ensure laws and policies are adhered to while delivering high-quality, timely execution.ĮSSENTIAL FUNCTIONS: (This position may be required to perform additional duties as requested. This role has a high expectation for turning data into actionable insights to drive business decisions and is responsible for strategy, measurement, analysis, reporting, and execution of initiatives and action items to achieve Centra’s Member Experience objectives. This position is responsible for developing strategies and action plans that drive a continuously improving Member Experience aligned with Centra’s Vision and Mission. If these are the things that matter to you then please read on, we look forward to hearing from you.Ĭentra Credit Union has an exciting opportunity for a Director Member Experience role located in Columbus, Indiana. Credit Unions are Not for Profit, Not for Charity, But for Service. Centra Team Members enjoy excellent benefits, an atmosphere that fosters family and work-life integration, a heritage of strong values, a high level of Team Member engagement in the achievement of results, and the opportunity for growth with the Centra Family. Centra serves Membership throughout central and southern Indiana as well as other areas like Jamestown, NY, and Whitakers, NC. Centra is ranked among the top five largest credit unions in Indiana and among the most financially sound institutions in the United States. Centra was established in 1940 and is headquartered in Columbus, Indiana. A career at Centra Credit Union is more than a job it is an opportunity to make a meaningful impact in our Members’ financial lives and our communities. Thank you for your interest in a career with Centra.
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