Member Experience Leader

Job Summary

Leading the enterprise strategy for member experience, the full-time remote Member Experience Leader will collaborate with department heads to enhance member journeys, reduce friction, and improve service consistency across channels.

Key responsibilities

• Serve as the enterprise lead for member experience, partnering with business department leaders to improve member journeys
• Diagnose and resolve member and employee-facing process breakdowns through collaboration with various teams
• Own enterprise survey governance and ensure feedback data is translated into prioritized actions for improvement

Required qualifications

• 5+ years of progressive experience in member or customer experience, retail banking, or related fields
• Bachelor's degree in business, organizational leadership, marketing, communications, or a related discipline preferred
• Experience leading cross-functional initiatives and driving measurable service or process improvement
• CCXP (Certified Customer Experience Professional) certification or similar CX credential preferred
• An equivalent combination of education and experience may substitute for the stated qualifications