Job Description

Proactively increase member satisfaction and loyalty by identifying and implementing actionable plans to deliver a positive, meaningful member experience across all interactions within the scope of Global Cards Solutions.

This position is hybrid.

NYC Salary Range - $110,210 - $150,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.

• Develop and implement member and employee experience strategies that focus on product design and delivering an optimal experience for Global Cards Solutions.
• Monitor the activities of the GCS Member Experience team to ensure compliance with acceptable standards of service. Develop and manage journey maps for the different lifecycle stages of the member.
• Identify pain points in the member and employee experience, and work cross functionally to address pain points. Lead and track efforts to implement necessary process changes.
• Develop business cases for member/employee experience initiatives, identifying scope and impact for key performance indicators (KPIs).
• Collaborate with Global Cards Solutions’ Product Management, Operations Management, Quality Assurance/Training and Analytics teams to ensure products and services are meeting member needs and expectations.
• Collaborate with Analytics team to define and report on KPIs for member experience and Global Cards dashboards, focusing on indicators for customer satisfaction score (CSAT), net promoter score (NPS) and customer effort score (CES).
• Lead GCS member experience improvement related projects with management and cross-functional teams from ideation to implementation leveraging data and insights.
• Manage and maintain the collection of feedback and issues across all channels.
• Analyze member data and behavior patterns to derive actionable insights and make data driven decisions to enhance the member experience.
• Collaborate with the Member Experience Management (MXM) Center of Excellence (CoE) to ensure organizational development of the MX competency.
• Lead monthly meetings with frontline staff.
• Train and develop staff.
• Perform additional responsibilities as assigned.
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

• Bachelor’s degree and 7-10 years of progressive experience in Financial Services, Cards or similar organizations/industries, with at least 3+ years in a leadership role
• Relevant experience managing customer experience
• Experience dealing with a dynamic and evolving work environment
• Proficient in MS Office Suite, with intermediate to advanced Excel and PowerPoint skills
• Microsoft Visio, or other similar journey mapping tool, skills preferred.

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