Member Experience Improvement Specialist- Remote

Pay range: $30.22/hr to $42.31/hr

Skills and Abilities: Bachelor’s degree in Business Administration, Marketing, Computer Science, or similar 2+ years of experience in a financial institution or in customer research-focused roles Highly sharpened sense of curiosity Experience creating and sharing dashboards / data visualizations Analytical thinking – able to objectively interpret research, extract insights, and communicate in a motivating way Highly self-motivated, solutions-oriented, and proactive problem-solving Strong oral and written communication Passionate advocate: drive continuous improvement strategies from a member-first approach to meet business line goals and grow the organization Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) Detail oriented, excellent organizational skills and ability to handle multiple tasks.

Duties and Responsibilities: Identify and communicate experience improvement opportunities based on insights from members gathered via face-to-face interaction, surveys, product reviews and other member data sources. Manage the Voice of the Customer/Member (VOC) process and data, working with all areas of the credit union. Review and track Member NPS (Net Promoter Score) and other experience metrics monthly to identify trends in performance. Achieve a deep understanding of member perceptions and sentiments across their journey, delivering insights, reporting and strategic analysis to prioritize NPS-enhancing initiatives. Conduct hands-on primary research where beneficial including internal employee and member interviews, field visits, or other feedback collection methods. Assist in preparing root cause analysis and trending analytics for escalations and survey results through various channels. Aid in creation of member-centric journey map that can be used cross-departmentally to enhance the member experience. Collaborate on assigned projects/teams with cross-functional groups to find opportunities for improvements and work together to better serve the member. Aid in alignment, consistency, and cohesion in process, policy and member service to achieve department and company goals. Demonstrate flexibility while engaging in the planning process and be able to establish and maintain effective relationships with members of the leadership team. Expert in analyzing NPS data, keeping internal partners informed on emerging trends in member feedback. Analyze both structured and unstructured data from sources including calls, emails, chats, reviews, and NPS surveys. Derive insights from customer-generated data, interpret reporting dashboards, translate analysis into actionable recommendations and directions for various stakeholders. Collaborate with team leaders for the design and ongoing development of new dashboards. Gather requirements and build out ad hoc business line metrics and projects. Identify member experience “moments that matter” scenarios and friction points. Present compelling member stories using data to include suggestions and recommendations based on thorough analysis and findings. Demonstrate ownership and accountability of projects and activities. Remain current on Voice of the Customer (VOC) best practices, platform features, and new releases. Consult internally, listening to stakeholder needs and developing an insights plan to support them. Support and track cross-functional projects, keeping documentation and timelines on point, and ensuring alignment with business goals. Maintain dashboards, monitor trends in performance and error rates, and share insights that drive decision-making. Identify gaps, recommend workflow enhancements, and help develop standard operating procedures to improve efficiency. Serve as a key connector between teams, create training materials, and support change management for long-term improvements. Resolve member complaints and answer escalated Member calls as needed. Provide support in various areas as needed. Other duties as assigned. Card Member Experience Responsibilities Share card services insights with the MX team to help shape broader member journey strategies. Help card services translate operational changes into member-friendly communications or updates. Serve as a primary liaison between MX and Card services. Review card services processes, workflows, and recurring member pain points to identify opportunities for operational efficiency and improve member experience. Collaborate with card services leadership to document current processes, uncover operational gaps, and recommend enhancement and process improvement initiatives. Support card services during major initiatives (system upgrades, vendor changes, digital enhancements) by capturing member impact and documenting improvement opportunities. Track recurring trends in debit/credit card issues, such as declines, fraud related processes, card activation challenges or app related card management issues and provide strategic recommendations. Ensure card services processes align with overall MX strategies. Quality Assurance Responsibilities Monitor and evaluate phone interactions of NGFCU representatives within all operations areas including but not limited to Call Center, Loan Dept., Collections, and Member Services to ensure a consistent member experience across the organization. Provide ongoing evaluations to department leaders and meet regularly with team members as well as the leaders to coach and develop in areas where improvements are required. Provide coaching, direction and guidance to Department Managers to achieve highest standards of member service through the phone across all operations teams. Monitor performance and report results.

Benefits: NGFCU offers competitive compensation and a rich benefits package including medical, dental, vision, disability and life insurance, and a 401(k)-profit sharing plan with employer matching. Equal Employment Opportunity NGFCU is an Equal Opportunity Employer. Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment-qualified applicants with arrest and conviction records.