Member Experience Manager

Job Overview

Citadel’s Member Experience Manager is an active collaborator who implements strategies to maximize the member experience. This role collaborates closely with the Director of Member Experience and internal partners to develop and execute experience strategies to improve the banking value provided current and new members.

The Member Experience Manager will align the member’s journey to internal processes and employee experience, analyze member feedback from a variety of sources, and recommend improvements. The Member Resolution Manager plays a key role in driving higher member satisfaction and improved Net Promoter Scores. The Manager must be high-touch and data-driven, always putting the member front and center, while driving for profitability and operational excellence.

Responsibilities

• Work in conjunction with the Director of Member Experience to map the customer journey and process mapping to identify opportunities to improve member experience.
• Analyze and assess escalated member situations and offer solutions that fit both member and company need. Responds to escalated member inquires.
• Achieve departmental goals on a consistent basis through the leadership of a team of 4-5 Member Experience Specialist.
• Manages metrics and performance reports for assigned team to drive a culture of accountability, continuous improvement, and personal excellence.
• Responsible for all aspects of the employee lifecycle such as interviewing, hiring,
  and tracking individual performance goals. Writes and delivers performance appraisals; formulates and implements development plans to grow team strengths.
• Provide coaching, guidance, and performance feedback to assigned team, fostering a positive and productive work environment.
• Drafts responses to NCUA and other regulatory bodies on behalf of Citadel.
• Creates and utilizes analytical reports to identify trends and recommends changes in strategy and business to improve overall member experience.
• Communicates key messages effectively to ensure that direct reports are informed of process and policy changes.
• Assist in the developing and maintaining procedures for complaints and guidelines to ensure consistency and meet service level agreements.
• Provide compelling recommendations that drive action through the effective use of data, customer insight analysis and presentation skills.
• Maintain advanced knowledge level of Citadel’s product lines to effectively recommend appropriate products and troubleshoot service issues.
• Comply with all internal policies, processes, and procedures.
• Meet and comply with all requirements set forth in the SAFE Act including but not limited to successful completion of the required background checks.
• Remain compliant with the Bank Secrecy Act by completing annual BSA training.

Qualifications and Education Requirements

• 5 years of banking industry experience in a customer-focused company with operational and digital servicing experience.
• 2 years of experience in creating Tableau dashboards.
• Demonstrated record of collaboration across multiple, disparate internal business groups, with the ability to build strong networks and relationships both internally and externally.
• Effective communication skills and ability to communicate and present to stakeholders in all levels of the organization.
• High school diploma or equivalency required; bachelor’s degree preferred.
• PC literate, proficient with MS office suite, and the ability to navigate multiple software applications, preferred experience with Medallia/Sales Force digital account opening platform/journey mapping.

Additional Skills/Notes

• Excellent verbal and written communication skills
• Strong analytical, creative, and critical thinking skills
• Strong teamwork and collaborations skills
• Role requires a high level of independent decision making and judgement under minimal supervision.