Take a leap and join our team!

At Gesa we believe in the power of our people. Coming from all walks of life our team members individual stories and unique experiences are our most valuable asset. But its how we come together igniting our collective compassion and commitment to empowering our communities that makes us succeed. Because we know we go further when we go together.

Here can join a team who is passionate about serving others has a desire to do good and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And you can rest assured that your wellbeing and prosperity are our priority.

Get to know us:About - Gesa Credit Union

Role Summary:

The Voice of the Member Program Manager leads Gesas credit union-wide Voice of the Member (VoM) program and is accountable for its sustained performance ensuring continued alignment to credit union priorities and measurable value over time. This role designs and operates the systems by which member feedback is captured governed prioritized and activated across the organization embedding insights into strategic and operational decision-making and driving measurable improvements in member experience and business outcomes. This position oversees a scalable VoM system spanning the full member lifecycle--from onboarding and service interactions to long-term relationship growth integrating qualitative and quantitative feedback operational data and frontline insights into clear themes and prioritized recommendations. The Program Manager establishes governance closed-loop processes and reporting that drive adoption and accountability across business lines and partners closely with product operations digital service and marketing leaders to align roadmaps and track outcomes.

What You Will Be Doing:

1. Define the strategy for building and maturing Gesas VoM program establishing a scalable framework for capturing analyzing and acting on member feedback across all key channels
2. Lead a cross-functional prioritization process for VoM-driven improvements (intake triage scoring roadmap alignment) and track outcomes against agreed experience and business measures
3. Design and oversee feedback programs and research initiatives as part of the VoM operating model ensuring consistent adoption and action that surface member needs and drive measurable experience improvements
4. Establish and own governance standards and operating rhythms for Voice of the Member ensuring consistent data quality reporting escalation and closed-loop accountability across all business lines
5. Own the ongoing performance and evolution of the VoM program including annual roadmap adoption targets channel coverage data quality standards and continuous improvement of listening and activation mechanisms
6. Identify and escalate systemic experience risks surfaced through VoM insights partnering with leaders to address root causes
7. Identify key moments in the member journey where experience improvements will have the greatest impact on satisfaction loyalty and engagement
8. Lead journey mapping and experience assessments to uncover friction points unmet needs and opportunities for simplification
9. Synthesize feedback from surveys interviews operational data and frontline teams into clear themes and actionable insights; translate member feedback into prioritized recommendations that influence product development service design and operational processes
10. Develop and manage experience measurement frameworks including NPS CSAT and other key member health indicators
11. Provide regular executive-level reporting and storytelling that integrates VoM insights into credit union-wide performance reviews strategic planning and continuous improvement forums
12. Champion a member-first mindset and help teams across the organization understand how their work impacts the member experience
13. Establish dashboards and reporting that make member insights accessible and actionable for leaders across the organization
14. Monitor industry trends CX best practices and evolving member expectations to continuously strengthen Gesas VoM and experience strategy
15. Identify opportunities to simplify humanize and improve the member experience across channels

About You:

1. Exceptional communication and storytelling skills with the ability to influence at the executive level
2. Strong strategic and analytical thinking paired with the ability to operationalize programs and processes
3. Proven ability to drive business outcomes through Voice of Member programs
4. Ability to facilitate executive and crossfunctional discussions that translate member insights into aligned decisions and action
5. Strong systems thinking and rootcause analysis skills with the ability to connect member feedback to upstream process policy and operational drivers
6. Demonstrated ability to lead change and drive adoption of new programs processes or ways of working across crossfunctional teams
7. Experience influencing behavior change across distributed teams without direct authority
8. Skilled at connecting member feedback to business decisions and experience improvements
9. Ability to navigate complex organizations and drive alignment across multiple stakeholders
10. Passion for creating human-centered frictionless member experiences

What You Will Need:

1. Bachelors degree required preferably in marketing psychology sociology business human-centered design or a related field
2. Minimum seven (7) years of experience in customer insights Voice of Customer programs user research market research customer insights experience strategy or a related field required
3. Five (5) years of experience leading VoC/VoM or CX programs at scale across multiple channels products or business lines including responsibility for designing and managing successful feedback programs supporting systems and end-to-end research programs preferred
4. Two (2) years of experience leading journey mapping CX frameworks experience diagnostics and cross-functional CX initiatives preferred
5. Two (2) years of experience with designing managing and using CX measurement frameworks (e.g. NPS CSAT member health indicators) to inform prioritization and track outcomes required
6. Experience using tools such as Qualtrics UserTesting Tableau or similar platforms
7. Experience with data visualization survey design and journey mapping tools (e.g. Miro Dovetail Power BI or similar platforms)
8. Experience in financial services or a regulated industry preferred; credit union experience is preferred
9. Familiarity with project management methodologies and experience supporting cross-team execution

Our Team Member Value Proposition:

In exchange for bringing your talent to Gesa here are a just a few of the benefits and perks we offer:

• Competitive Pay
• Medical Dental Vision and Life Insurance
• 20 days/year of Paid Time Off Plus 10 Paid Holidays!
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Full Salary Range:

*While our full pay range is listed most new team members typically start between the minimum and midpoint based on their experience and qualifications. This approach gives room to grow within the role as your career progresses with us!

Get wise to whats possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact the HR Department at or to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment credit/background check.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Equal Employment Opportunity ()