Member Experience Supervisor

General Summary – Primary Functions

This role is responsible for overseeing and leading a team, addressing immediate member needs, and manages departmental focus on providing insights to enterprise-wide initiatives in support of a positive member experience. Evaluates issues by supporting organizational awareness of the member’s experience and the importance of the entire member journey and the overall perception of the A FCU brand. This will be facilitated through consistent evaluation and trending of all member feedback, member journey mapping, and by forming trusting internal relationships. Communicates critical discoveries to leadership with the goal of improving the quality of external and internal member service experience(s). This person helps to support and drive awareness and overall excellence in areas of member service, internal processes impacting the member experience(s), quality controls, and root cause analysis (RCA).

Essential Functions

1. Provide the highest quality of service based on the following Core Values:

· Partner Up

i. I will welcome (team) members in a prompt, enthusiastic, professional manner and I will genuinely thank them for the privilege of serving them and offer future assistance.

ii. I will approach each (team) member experience as a relationship, not an interaction/transaction.

iii. I will actively listen to identify the unique needs of our (team) members and educate/inform them of options.

· Team Up

i. I will consistently share information with my team members to improve service.

ii. I will value my team members.

· Own Up

i. I will demonstrate a positive attitude.

ii. I will take ownership of the (team) members’ problem and seek an immediate resolution.

iii. I will take pride in my work environment and organize my daily activities to increase productivity.

· Step Up

i. I will use my knowledge and expertise to serve (team) members’ needs efficiently and accurately.

ii. I will enhance my knowledge and expertise to increase my value to the organization.

1. Employee Development

· Responsible for the daily operations of the MX team, including scheduling, training, hiring, coaching, and conducting evaluations. Recommends promotions, corrective actions and/or terminations.

· Establishes and reviews department performance standards to evaluate team performance.

· Supports the career and skill development of employees through consistent coaching, professional development and purposeful career pathing steps to compliment the employee goals and identified objectives.

· Develops and implements a department staffing plan (job descriptions, recruiting, hiring, onboarding, proficiency, career pathing, etc.). Identifies staffing needs and measures overall staff performance and department output.

· Leads team meetings and conduct monthly individual dialogs with team members.

· Oversees progress of MX team initiatives and delegates accordingly.

· Helps define, develop, maintain, and update performance metrics that drive overall MX team performance.

· Reviews job functions periodically to ensure maximum efficiency and recommends staffing changes/adjustments as necessary.

· Conducts department overview presentations to ensure socializing and awareness, annually or as needed.

2. Member Experience/Voice of the Member (VOM)

· Collaborates with team to compose member experience proposals and reports as needed.

· Leads efforts to identify, discover and uncover member channels obtaining member feedback that need to be added and as a result enriches the VOM program.

· Oversee member complaint process through the gathering, collecting and tracking of member sentiment through member communication channels including but not limited to surveys, complaints, and focus groups.

· Ensures member complaint resolution actions are taken, and member repair/recovery is established while maintaining the highest standards of objectivity and integrity.

· Facilitates open communications with members and team members to capture general narratives and supports the completion of needed visuals and journey maps to depict MX journey.

· Completes research and creates visibility to critical touchpoints (e.g. identify member sentiment, high/low points of compromise, pain points and/or areas of failure to set effective member expectations) in all member journeys/experiences by creating written visualizations.

· Forms trusted internal relationships and partnerships, gains understanding of the various roles within the credit union and collaborates while educating others on best practices for the member experience.

· Supports internal partner needs in using, understanding, and explaining visualizations (journey maps, cloud diagrams, etc.) to support greater awareness of areas of friction and partners with business units to find solutions and to remove barriers in the member experience.

· Proactively evaluates VOM (member comments, feedback, complaints, experiences, etc.) and identifies overall member needs, preferences, and expectations to build consistent member experiences.

3. Root Cause Analysis (RCA) Evaluation

· Manages a watch list of member situations and case studies identified through trending member comments and feedback that may lead to further investigation through the evaluation of systematic problem-solving techniques used to identify the underlying cause(s).

· Identifies and escalates awareness of rapidly evolving trends to MX leadership that includes well defined solutions and a determine course of action.

· Conducts RCA on reoccurring themes to reduce repeat complaints and improve overall member experience, creating visual diagrams of member pain-points.

· Formulates and recommends effective enhancements, changes, modifications and/or needed corrective action(s) to prevent the recurrence of identified root cause problems or issues.

· Regularly presents findings and recommended solutions identified in the RCA to MX leadership.

4. Organizational/Departmental Support

· Publishes and maintains the VOM program, records, reporting, and all related trending analysis.

· Serves as the resident expert for A FCU member experiences and collaborates with service vendors and internal department areas to establish and optimize the member experience functions.

· Contributes to department strategic planning and initiatives aligning team/department efforts to the organizational strategic plan and direction.

· Helps define, develop, and maintain, data systems, and member service records timely and accurately.

· Supports organizational member channels by evaluating and producing impactful visuals that depicts the member feedback tying back points of compromise to internal processes and workflows.

· Assists the organization in delivering a user friendly (smooth, complete, and consistent) member experience across all touchpoints.

· Serves as a member advocate and MX subject matter expert (SME) on credit union projects, initiatives and committees, providing insights and member perspective(s).

· Prepares executive summaries with critical themes identified, for manager review and consideration.

5. Miscellaneous

· Participates on organizational or departmental project teams as assigned.

· Enhances professional and technical skills by attending seminars and classes for continuous learning and development.

· Subscribes to technical and industry related journals and publications.

· Maintains member confidentiality.

· Performs other duties as assigned.

Education and Experience

· High school diploma or G.E.D. equivalent required

· Bachelor’s degree in a business-related field preferred

· Two years of financial institution experience required

· Two years of supervisor experience required

· Two years of member experience, complaint management, or a similar role within the financial services industry preferred

· Root Cause Analysis Certification preferred

Knowledge, Skills and Abilities

· Strong inspirational leadership skills and the ability to develop, coach and mentor staff toward desired objectives.

· Strong integrity, ethics and ability to lead by example.

· Strong organizational, problem solving and analytical skills to resolve member issues as well as synthesize complex information into clear concepts for understanding

· In-depth understanding of member experience principles, concepts, metrics (e.g. OSAT/MES/NPS) and best practices.

· Organize among competing priorities to meet demands of the department and/or various organizational teams

· Strong ability to engage in public speaking and facilitate meetings through positive representation of A FCU professional image/brand.

· Strong ability to effectively communicate (verbally and in writing) through a variety of mediums

· Ability to exercise sound judgment and maintain professional composure in complex or escalated situations.

· Interpersonal skills with the ability to influence and collaborate with stakeholders at all levels.

· Work effectively with external vendors and cross-functional teams.

· Self-motivated with strong initiative

· Ability to work independently as well as in a team-oriented, collaborative environment

· Passion for member advocacy and commitment to driving positive change.

· Strong knowledge of credit union products, services, policies and procedures

· Knowledge of Microsoft Office Suite.

· Basic knowledge of math/computer skills.

Physical Functions

· Must have the ability/stamina to work at least 40 hours a week

· Will frequently reach, feel, bend, stoop, carry, finely manipulate, and key in data

· Must be able to communicate heavily through telephone, email, and in-person

· Must be able to engage in problem-solving skills to help identify and solve potential issues in the field

Types of Decisions made independently: Must be able to approve/deny policy exception requests for members. Departmental personnel recommendations, such as hiring, terminations, counseling and evaluations. Provide recommendations for MX systems, trainings and conferences.

Types of Decisions requiring supervisory approval: Final decisions regarding staffing recommendations, hiring, terminations and salary increases. Any situation outside A FCU policies and procedures.