Member Experience Specialist II-Hybrid

The Member Experience Specialist II, under the direction of the Manager of Member Experience, assists with the identification, planning, and execution of Member Experience related efforts that directly support the organization's efforts for company-wide application. Conducts surveys, interviews and focus group; performs analysis and research; assists with strategy development and implementation of Member Experience projects. Addresses and leads resolution of escalated member service requests.

Assists CEO with member feedback escalated to the office of the President. Determines root causes of service issues raised through this feedback and works with stakeholders to identify and develop systemic solutions when appropriate.
• Analyzes collected data and collaborates with business units to develop problem/opportunity statements to guide and support the creation of projects with clearly articulated member experience implications. Data sources include but not limited to survey data, speech and text analytics platform, and qualitative insights from both process owners and members.
• Identifies opportunities to improve the member experience by using data analytics and applying a continuous improvement lens to solve for points of friction.
• Together with the VP of Marketing and VP of Strategic Services, identifies and drives business performance improvements for the organization by utilizing customer experience analytics, research, design, strategy and cross-organizational implementation.
• Expands member listening posts including member/non-member focus groups, additional touchpoints, annual/bi-annual member satisfaction survey, etc. to fully understand what members think about products, omni-channel experiences, and interactions they have with the brand.
• Generates concise and actionable insights based on data analysis. Suggests product, service, and workflow enhancements based on the desired user-experience.
• Supports member experience mapping and design efforts by quantifying member problems in business terms, uncovering costly process inefficiencies and high impact root causes to develop business cases and set priorities for member experience initiatives across all channels.
• Partners with internal stakeholders/process owners and outside vendors to understand the member journey and underlying supporting processes and people.
• Engages with both front line and back-office member-impacting departments to develop member experience protocols and completes assignments and tasks relating to the monitoring of Logix service environment, including periodic audits to determine effectiveness of current processes and quality of the member service experience.
• Acts as a conduit between our frontline and back-office departments relaying key member experience insights and helping both teams work together effectively.
• Works with the Talent Development Department to ensure that service training tools and resources are continuously reviewed, updated and presented to staff and management.
• Monitors, tracks, and reports to Senior Management on member feedback that goes beyond the point of first contact, received through all channels, including the Contact Center, branches, surveys, and third parties (BBB, social media sites).
• Acts as back-up administrator of the Employee Recognition Program technology solution.

Education

• Min/Preferred: Preferred
• Education Level: 4 Year / Bachelors Degree
• Description: Bachelor's degree in Business Management, Finance, Organizational Development, Information Technology preferred

Experience

• Minimum Years of Experience: 2
• Preferred Years of Experience: 4
• Comments: 2-4 years of relevant experience or equivalent combination of training and experience. One year process-flow modeling experience.

Disclaimer

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.