Member Experience Strategy Lead

WHAT YOU WILL DO EVERYDAY

As the Member Experience Strategy Lead you are responsible for leading Interras enterprise-wide approach to understanding measuring and improving member experience. This role serves as the center of excellence for member feedback experience analytics and insight generation ensuring the organization confidently leverages data technology and vendor partnerships to translate member voice into measurable business impact.

Reporting directly to the Chief Member Experience Officer (CMXO) you will own the systems tools and methodologies used to capture and interpret member feedback across all channels. You will partner closely with business line leaders to connect experience insights to operational performance service design and strategic prioritiessupporting informed decision-making across the organization.

Direct Report: Member Relations Specialist(s) and Team Leader

HOW YOU WILL MAKE AN IMPACT

20% Own and manage the aggregation of member feedback across all sources including branch interactions lending experiences contact center complaints compliments service recovery cases surveys and emerging feedback channels. Diversify feedback sources through a combination of data analytics AI-enabled tools and qualitative inputs. Segment insights by member type product channel lifecycle stage and experience journey to identify systemic trends and experience gaps.

20% Apply an analytical mindset to connect experience data to numeric measures and business outcomes. Translate qualitative and quantitative insights into clear root causes related to process policy training systems and service design. Demonstrate a strong understanding of member service as a driver of financial performance retention and operational efficiency. Develop and maintain experience metrics that show impact over time.

15% Serve as primary owner for member experience vendors survey platforms and feedback systems. Evaluate vendor performance ensure data integrity and maintain strong partnerships that enable confident decision-making. Stay current on evolving tools AI capabilities and best practices in experience measurement and analytics.

15% Leverage journey mapping and experience design principles to identify friction points and opportunities across key member journeys. Partner with business and operational leaders to inform service improvements pilot new experience initiatives and design feedback loops where gaps exist. UX design experience or exposure is strongly valued.

15% Create and maintain executive-ready dashboards scorecards and summaries that provide ongoing visibility into member experience performance. Provide regular updates to the CMXO leadership team and the Member Experience Subcommittee. Support governance rhythms by ensuring insights are actionable prioritized and aligned to organizational goals.

15% Partner with business line leaders to co-present insights findings and recommendations in leadership and committee settings. While this role does not directly set executive direction it plays a critical role in shaping discussion informing decisions and holding teams accountable for follow-through and results.

-- Must comply with all company policies and procedures applicable laws and regulations including but not limited to the Bank Secrecy Act the USA PATRIOT Act and the Office of Foreign Assets Control.

WHAT YOU WILL NEED TO SUCCEED

Experience

3-6 years customer service experience in banking retail or related field preferably with experience in member experience.

Education / Certifications / Licenses

This level of knowledge is acquired through completion of a required Bachelors degree in Business Management Business Administration or related field. (Will consider additional years of experience in lieu of education requirement). Must have and maintain a valid drivers license.

PREFERRED SKILLS

- Strong analytical and systems-thinking mindset; ability to connect experience data to business outcomes.

- Experience with journey mapping UX principles or service design methodologies.

- Confidence working with dashboards data visualization and executive reporting.

- Ability to influence without authority and partner across departments at multiple levels.

- Advanced project management skills with the ability to manage complex cross-functional initiatives.

- Comfort co-presenting with senior business leaders in executive or committee forums.

- Advanced proficiency in Microsoft Office (Excel PowerPoint Outlook) and experience with survey or analytics platforms.

- Knowledge of credit union or financial services environments preferred.

- Ability to create a teamwork environment by working cooperatively with peers subordinates managers and staff in other departments.

- Ability to deal with complex problems involving multiple facets variables and situations.

- Ability to provide world class member service while executing Interras vision mission and delivery of Core Values.

INTERPERSONAL SKILLS

- A significant level of trust credibility and diplomacy is required.

- In-depth dialogues conversations and explanations with members direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.

- Communications may involve motivating influencing educating and/or advising others on matters of significance.

- Typically includes subject matter experts as well as first level to middle managers.

COMPETENCIES

- Drive Engagement - Demonstrates drive and fosters an inclusive environment that motivates others. Alters approach to each person to promote optimal performance and commitment to the Interra mission vision and objectives.

- Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one small and large groups or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization.

- Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

- Maintain Accountability - Ensures that employees understand the full range of their responsibilities with an emphasis upon standards and results. Also provides necessary support including balanced and timely feedback.

- Manage Conflict - Constructively approaches conflict with empathy open-mindedness and a solutions mindset. Willing to disagree with but support decisions when made.

- Manage Work - Clearly assigns tasks; sets clear objectives and measures; and monitors process progress and results.

ADA REQUIREMENTS

Physical Requirements

- Able to bend sit and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.

- Must be capable of climbing / descending stairs in an emergency situation.

- Must be able to operate routine office equipment including computer terminals and keyboards telephones copiers facsimiles and calculators.

- Must be able to routinely perform work on computer for an average of 6-8 hours per day when necessary.

- Must be able to work extended hours or travel off site whenever required or requested by management.

- Must be capable of regular reliable and timely attendance.

Working Conditions

- Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

Mental and/or Emotional Requirements

- Must be able to perform job functions independently or with limited supervision.

- Must work effectively as part of a team.

- Must be able to read and carry out various written instructions and follow oral instructions.

- Must be able to speak clearly and deliver information in a logical and understandable sequence.

- Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.

- Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.

- Must be able to effectively handle multiple simultaneous and changing priorities.

- Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Why JoinIN

• Culture: We believe that a positive work environment is key to success. Staying engaged informed and keeping it fun is how we achieve this.
• Professional Growth: Our Learning and Development Team not only provide day 1 training but continuous improvement and career development for all levels.
• Competitive Salary: Attractive compensation package with performance-based incentives and bonuses.
• Benefits: Comprehensive health insurance 401(k) matching tion reimbursement company holidays and generous PTO.
• Community Involvement: Being an active member in communities that we are a part of is important to us. We live here work here and stay involved here!
• Visit our Opportunities page for more information.

For more information about the role or the application process please reach out to Ali Barden AVP Talent Acquisition and Retention Lead at