Description
The Senior Director of Member Insights reports into the VP of Continuous Improvement and will lead the Credit Union Member Insights program. The Senior Director will be the voice of the Member, with a strategic emphasis on understanding and ensuring we are meeting the evolving needs of our members.

This team will be responsible for developing target state member journeys, identifying and improving moments of truth, and driving initiatives that enhance the overall member experience and member lifetime value.Here's what you can expect from the job and what you need to be successful:Job DutiesDesign, execute, and analyze consumer research studies, including surveys, focus groups, interviews, and usability tests, to uncover key insights and member preferences. Identify trends, patterns, and opportunities that inform product adoption and marketing strategies.

This will be balanced with rationalizing and simplifying the current research and insights programsEnsure end to end target state, data rich member journeys are in place for each of our businesses, prioritized as appropriate, to support a personalized, differentiated experience that factors in cost to serveCollect, analyze, and interpret large datasets from various sources, such as member feedback, website analytics, social media, market research reports, employee feedback, complaint data, and more. Utilize statistical techniques to derive actionable insights and present findings to cross-functional teams with actionable, ROI positive recommendationsWork closely with retail, contact experience center, marketing, and other internal business teams to translate consumer insights into actionable recommendations. Collaborate cross-functionally to ensure member-centric and data-led decision-making and alignment across the organizationPartner with the business (eg Deposits, Consumer Lending, etc.

) to incite action on our highest reward and lowest effort opportunitiesPartner with the Experience Excellence team to take action on member and employee feedback, implementing member and employee facing improvements, and measuring impactEstablish a Moment of Truth' framework, to identify the moments in the journey that matter most, and to use data and member engagement to make them the best they can be. Lead efforts by assigning accountability, encouraging innovation, and executing to positively impact member facing content, processes, etc.Forecast projected impacts of continuous improvement initiatives, and lead benefits realization tracking across implemented initiatives, from member and commercial perspectivesCreate an easy and intuitive channel for employees to use to submit feedback from members, as well as friends and familyDevelop and implement innovative systems and easy to access and interpret sources to monitor and track member behavior, including dynamic, data-led member journey mapping, segmentation, and cohort analysisPartner with internal data teams to ensure accurate, consistent analysis across the organization, and lead efforts to drive a data-led culture.

Collaborate to connect member feedback with subsequent behavior to uncover the value of MX' - the quantifiable areas where the organization can unlock value, reduce effort and costs and increase member lifetime value by introducing lower effort processesStay current on industry trends, competitor offerings, and market dynamics, to bring the organization to the forefront of modern, non-intrusive ways to collect and understand data on member behavior and strategic opportunities. Conduct regular competitive analysis to identify gaps and opportunities, and provide recommendations to enhance our competitive advantageEssential SkillsMinimum 9 years of experience in setting up and managing a research and insights program across channels, preferably in the financial services industryDemonstrated experience and track record of success using tools such as journey maps, experience engineering, and behavioral economics to predict and address member needs, and derive and inform tactic to deliver the lowest effort experienceMinimum 7 years' experience leading a diverse team including hiring, coaching and performance management Deep experience leveraging cutting-edge research and member listening tools (eg Medallia, Calabrio, Qualtrics, Gartner, Javelin) to track the member experience throughout the journey, including physical and digital channels, as well as gain external best practice and benchmarkingCross-functional leadership experience, to align and prioritize enterprise efforts, and to influence stakeholders towards executionExceptional business acumen and ability to translate it to organizational strategy; successful experience managing all aspects of cross-business unit programs, including communicating with internal and external stakeholders at all levels of the organization Demonstrated ability to prioritize tasks or projects across the organization that align with the strategic objectives and business goalsExcellent verbal and written communication skills; able to express ideas and member insights concisely and logically across the organization and with all levelsDetail-orientation with strong problem solvingAbility to deliver effective stakeholder presentations to both peer and executive level audiencesWorking knowledge of Microsoft Office SuiteMinimum Education: Bachelor's degree in Business Administration or related field. MBA or equivalent preferredLocation: Hillsboro, OR 97124 | (HYBRID)Target Compensation in Hillsboro, OR: $155k - $170k annually + annual bonusBenefits options include:Traditional medical, dental, and vision coverage401K matching up to 5% per pay periodAccrue up to 17 days of Paid Time Off your first year of employment11 paid federal holidaysSpecial employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)What makes First Tech different? Click here to learn more! First Tech is not currently offering Visa transfer/sponsorship for this position.