Manager, Member Insights (HYBRID)

First Tech Fed Credit Union - Bellevue, WA

Full-time - Manager

Bellevue, WA

About the position

The Manager of Member Insights will play a crucial role in the Continuous Improvement division, focusing on enhancing member experience through insights and data analysis. This position involves driving member empathy and centricity across the organization, developing member journeys, and leading initiatives to improve overall member satisfaction and lifetime value.

Responsibilities

• Design, execute, and analyze quantitative and qualitative research studies to uncover key insights and member preferences.
• Identify trends, patterns, and opportunities to improve member experience.
• Drive member journey mapping by conducting UX/CX research and integrating diverse data sources into comprehensive journey maps.
• Advance the voice of customer (VOC) program and lead initiatives for continuous improvement across the member journey.
• Collaborate with retail, contact experience center, marketing, and other teams to translate insights into actionable recommendations.
• Lead strategic thinking on identifying member experience improvement opportunities and communicate insights to key stakeholders.
• Stay current on industry CX/UX trends and conduct competitive analysis to enhance the organization's competitive advantage.

Requirements

• Bachelor's degree in Psychology, Marketing, Statistics, Research, or Business preferred.
• Minimum 5 years' experience in consumer or UX research.
• Demonstrated history of synthesizing complex data into actionable insights through strong presentation skills.
• Experience conducting independent research, designing surveys, and analyzing results.
• Familiarity with NPS, VOC, and Social Listening Tools and Platforms.
• Strong business acumen and ability to lead projects end-to-end.
• Exemplary oral and written communication skills.
• Ability to work effectively with multiple stakeholders across the organization.
• Working knowledge of Customer Segmentation, Customer Journey, and Jobs To Be Done methodologies.
• Competency with statistical packages (e.g., SPSS, R, SAS) is desired.

Nice-to-haves

• Prior experience in Financial Service and/or Customer Service Industry is a plus but not mandatory.

Benefits

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans