Member Experience Program Administrator

Summary

• The Member Experience Program Administrator’s [MXPA] primary areas of responsibility are the execution and ongoing oversight of strategic initiatives that support the credit union’s objectives for Member Experience. The MXPA understands the tangible and intangible impact of MX and can articulate those impacts to business stakeholders. They will display excellent teamwork and problem-solving skills and will foster collaboration among team members and other departments to resolve MX related issues. They will also be involved in the development of new products and services that improve the member experience across all delivery channels. The MXPA is an early adopter with a strong proficiency for technical solutions and will work diligently to ensure employee engagement in MX solutions across lines of business.

Primary Duties

1. MX Program Oversight: Provide ongoing oversight for MX programs to ensure ongoing success and alignment with GFCU strategic objectives.

• Voice of the Member: Monitors, collects, reports, maintains, and provides insights on voice of member data collected through member surveys, employee feedback, direct member communication, focus groups, and other sources as applicable. Helps convert insights into recommendations for meeting and exceeding MX standards. 
• Serves as primary resource and Subject Matter Expert for our member survey platform.
• Assists in training new users and directing to appropriate resources to help them navigate the system.
• Provide regular reporting and other updates to leadership team and line of business leaders to help them understand member insights, scores, and areas of opportunity.
• Maintain job aids and other resources related to platform usage and management.
• Use data from system to provide recommendations for recognition of top performers as well as identifying opportunities for improvement. 
• CRM/MRM Platform Optimization: Serve as primary resource and Subject Matter Expert for our Member Relationship Management platform. The MXPA will serve as the first line of defense in ensuring the MRM platform adequately enables a seamless, consistent, and excellent member experience.
• Develop deep understanding of our MRM platform, its purpose, and how it impacts the member and user experience. 
• Coordinate training efforts with other lines of business to ensure all employees receive instruction on MRM platform usage and expectations, taking the lead on creating and updating learning resources as needed.
• Monitor employee usage and intervene when needed to increase engagement and ensure consistent application across all teams.
• Identify and escalate emerging concerns regarding platform performance, technical issues, security issues, or other factors that would hamper the MRM’s ability to deliver a consistent experience that adds value to the member relationship and/or internal efficiencies. 
• Provide reporting and insights to executive leadership that enables better analysis and decision-making for the platform and its usage.
• Creating Member Loyalty [CML] Training: works with leaders across the organization to ensure employee participation in CML training programs across all lines of business, with particular emphasis on member-facing teams. 
• Monitors, stores, and regularly reports on CML enrollment to leadership team.
• Identifies and escalates concerns over lack of participation or other obstacles that might hamper the ability for all employees to participate in training. Works with departmental leaders to encourage all employees to complete training according to their recommended schedule.
• Collaborates with Retail Training team to ensure an effective scheduling cadence that balances employee need with the demands of the entire training schedule.
• Intranet Resources:
• Maintains MX intranet site to contain current information, including program resources, reporting, and program overviews.
• Updates GFCU KPIs monthly so that employees have easy access to high-level indicators of credit union performance and service delivery metrics.

2. Vendor relationship management: 

• Monitors and reports on health of vendor relationships, serving as primary liaison for assigned vendor partners.
• Assists in renewal of vendor contracts to ensure ample due diligence and clarification of terms at least 90 days prior to renewal dates.
• Escalates questions and concerns to MX Executive leader as needed to ensure positive ongoing relationship and seamless platform performance.

3. MX Innovation: 

• Expand knowledge of the CX/MX business discipline and introduce concepts across the credit union.
• Identify, evaluate, and recommend potential solutions that support the successful execution of Member Experience programs and to meet established MX standards.
• Work closely with GFCU Project Management team to facilitate successful implementation and execution of various MX projects and initiatives.
• Help facilitate journey mapping and process mapping of specific member engagement points to identify areas for improvement as well as strengths to leverage.
• Collaborate with other leaders to ensure we balance the needs of our existing member base with what is needed to attract and retain the next generation of member as we build out product and service recommendations.
• Periodically may be scheduled to attend various industry or related conferences to connect with key partners, increase industry knowledge, and expand peer network.

4. Team Integration:

• Spends one day per week working alongside member-facing teams observing member engagement, lobby leading, gathering feedback, mentoring MX tactics, and gathering other data relevant to improving the member experience.
• Completes teller and account training to understand basics of member service. Will use this data to help create process and/or journey maps to identify areas of improvement.

5. Data Analysis and KPI oversight: Compiles an array of reports from various sources on a recurring schedule to ensure credit union leadership remains informed of our performance in key metrics. Offers high-level analysis of data and identifies emerging trends and insights.

6. Departmental Support: Some administrative support duties such as maintaining team calendars, meeting coordination and planning, and other routine duties as needed.

7. Performs other duties as assigned.

Education

Bachelor’s degree from an accredited college/university in business or related field (or) relevant work experience.

Experience

Three years of related work experience preferably within a credit union environment.  

Skills

Must have the following skills and/or abilities:

• Thorough understanding of credit union’s goals and objectives
• Strong knowledge of financial services industry operations
• Ability to build and maintain positive and effective working relationships with stakeholders, leveraging feedback to maximize strengths as well as opportunities for improvement
• Demonstrate sound judgement and decision-making 
• Excellent organizational skills and an ability to prioritize and follow through within a multi-tasked environment
• Effective communication skills across a broad range of audiences
• Ability to understand and work with large data sets, providing insightful analyses that help the team achieve its business objectives
• Ability to successfully facilitate project planning and execution across cross-collaborative teams
• Proficiency in Microsoft Office applications, SmartSheets, Google Docs, and other platforms commonly used in current business environments

Physical/Other Requirements

Must be able to:

• Stand or sit for long periods of time.
• Lift 10-20 lbs. 
• Hybrid work schedule – spends at least one day per week in office at Headquarters Office; plus one day per week alongside member-facing teams in person or remotely. Has flexibility to choose to work from home or work at a different branch location for the remainder of the week.