Director of Member Engagement

Join Us in Making an Impact

At OneAZ Credit Union our success is measured only by yours. Were here to create lasting change in the lives of our members our communities and our team. If youre looking for a career with purpose where your work truly mattersyouve found it!

Who You Are

Youreimpactful compassionate and fearlessready to embrace new challenges and shape the future of financial well-being. You take accountability for our success and thrive in an environment where curiosity is celebrated. If this sounds like youletsbuild something great together.

What Youll Do

This position will be located at our Corporate Office: 2355 W Pinnacle Peak Rd Phoenix AZ 85027

The Director of Member Engagement is responsible for developing and executing the organizations enterprise-wide member experience strategy ensuring every interaction strengthens member engagement satisfaction loyalty and long-term relationships.

This leader serves as the voice of the member across the organization using member feedback experience insights journey mapping research and data analysis to identify opportunities remove barriers and improve experiences throughout the member lifecycle and across all channels.

The Director of Member Engagement partners closely with business leaders operations technology product marketing and analytics teams to translate member needs into actionable strategies that improve member outcomes and support organizational growth. This role establishes experience standards performance measures and governance practices that promote accountability and consistency across the organization.

Through strategic leadership and continuous improvement the Director of Member Engagement champions a member-centered culture that strengthens trust deepens relationships and creates meaningful and differentiated member experiences.

Essential Functions

• Carries out leadership responsibilities in accordance with organizational policies values and applicable laws; ensures effective hiring development performance management and employee relations practices either directly or through others as appropriate to the role.
• Provide leadership and oversight for the Member Engagement and User Experience functions ensuring alignment with organizational strategy and member experience objectives.
• Develop and execute a comprehensive member experience strategy that supports member satisfaction loyalty retention and long-term relationship growth.
• Lead the identification mapping measurement and optimization of key member journeys across all channels and touchpoints.
• Establish processes to gather analyze and act on member feedback Voice of Member insights and experience performance metrics.
• Collaborate with cross-functional leaders to identify opportunities for improving member experiences reducing friction and enhancing service delivery.
• Partner with Product Technology Operations Marketing and Analytics teams to ensure member needs and expectations are reflected in business strategies and solutions.
• Lead user research activities to better understand member behaviors needs expectations and pain points.
• Oversee experience design practices and ensure solutions are intuitive accessible and aligned with member needs and organizational goals.
• Develop and monitor key performance indicators related to member experience engagement satisfaction and journey effectiveness.
• Establish enterprise-wide member experience standards and promote consistency across all interactions and channels.
• Champion a culture of member-centric decision making through education coaching influence and organizational partnership.
• Lead develop and mentor a team of experience professionals fostering collaboration innovation accountability and continuous learning.
• Stay informed on industry trends member expectations emerging technologies and best practices to drive experience innovation.
• Present insights recommendations and progress updates to executive leadership and key stakeholders.
• Leading the AB Testing efforts for member experience.

What You Bring

• High School Diploma or GED Required
• Bachelors Degree in Business Marketing Communications Organizational Leadership Human-Centered Design User Experience Psychology or a related field required
• Masters Degree in Business Administration (MBA) Organizational Leadership Marketing Customer Experience Management Human-Centered Design or a related field preferred
• 8-10 years similar or related experience in Member Experience leadership with a proven track record of leading teams and projects required.
• Financial services fintech digital experience or innovative technology experience preferred
• Expertise in the end to end member experience journey
• Strategic thinking with the ability to anticipate future trends and impacts on user experience design.
• Demonstrated success leading member experience customer experience service design or user experience initiatives that resulted in measurable business and member outcomes.
• Excellent leadership communication and collaboration skills.
• Strong empathy care and active listening skills; able to give and receive feedback comfortably.
• Flexible curious and persistent with a growth mindset.
• Experience working in agile environments and collaborating with product managers engineers and other stakeholders.

Compensation & Benefits

• Generous paid time off: paid holidays floating holidays personal days vacation days plus sick time
• Low-cost Medical Dental & Vision plans
• Paid childcare assistance
• Award-winning 401K
• Gym fee reimbursement
• Tuition Reimbursement
• Student loan repayment
• ...and much more. Explore all the details in our comprehensiveBenefits Booklet
• Target hiring range:$130193.79 - $162742.24(Depending on experience and prior to any incentives this position is eligible for)

Why Join OneAZ

At OneAZwerenot just a credit union;werea financial trailblazer that passionately cares about inspiring dreams and driving prosperity in the communities we serve. We exist to clear the way for dreamers and doers aspiring to be the bankfor new pioneers.

We are driving change in our communities constantly improving our products and services so our members and their families can relentlessly pursue their dreams. By embodying our values and living our promise youll be part of a team committed to exceeding expectations and redefining whats possible.

Additional Notes:

Knowingly submitting false information will result in disqualification for consideration of future positions termination of employment and forfeiture of other rights. Candidates for this position will be required to sign an authorization for OneAZ to conduct a credit and criminal background check pursuant to procedures in the Fair Credit Reporting Act and any other applicable laws. All candidates will be considered for this position on an individualized basis in compliance with all applicable equal employment opportunity laws. Any individual who meets the definition of a mortgage loan originator (MLO) and is employed by a federal agency-regulated institution will need to be registered on the Nationwide Mortgage Licensing System (NMLS). Ensures compliance with applicable policies laws and regulations including the Bank Secrecy Act (BSA) Anti-Money Laundering (AML) compliance USA Patriot Act and Office of Foreign Assets Control (OFAC). This job description should not be considered all-inclusive. It is merely a guide of expected duties. The associate understands that the job description is neither complete nor permanent and may be modified at any time. At the request of their supervisor an associate may be asked to perform additional duties or take on additional responsibilities without notice. Complies with all policies and standards. Position grades could fluctuate based on market value.