Member Experience Specialist

Connexus Credit Union - Who We Are: Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates for personal, home, and auto loans. From its early beginnings on through the years, Connexus has remained a strong, growing, and secure financial institution that remains committed to serving the financial needs of our member-owners across the country. Connexus offers an Amazing Benefits package: 25 days of paid time off and 7 paid holidays 16 hours of paid Volunteer Time Off 401K Retirement with up to 6% employer match Excellent Health, Dental, Vision insurance, including multiple plan options Health Savings Account with generous employer contributions Employer paid Life insurance, Short-Term and Long-Term Disability Tuition Reimbursement from $4,000 - $7,000 per calendar year Robust Learning and Development program that includes an annual professional development stipend Connexus has a Values-Based Culture: Our Values of Integrity, Respect, Transparency, Wellbeing and Synergy aren't just words on a page; our values dictate the actions of the organization and everyone within it. We demonstrate our values in every personal interaction, phone call, and email ‐ every day. About the Role: The Member Experience Specialist will play a key role in shaping the experience for Connexus members. Reporting to the Director of Member Experience, this position will be responsible for analyzing Voice of Member data to identify areas of strength and opportunity for the organization. Leveraging a strong understanding of member journeys, the Member Experience Specialist will recommend improvements in processes and technologies to affect change and improve key experiences. Responsibilities: Analyzes current member experiences by gathering and analyzing data, conducting interviews, creating journey maps. Creates and presents business cases and recommendations. Coordinates project execution, including activating cross-functional resources. Employs process analysis and improvement methodologies, root cause analysis, and process measurement to evaluate and improve key processes which impact member experiences. Identifies performance gaps and improvement recommendations in achieving customer satisfaction and loyalty. Serves as a liaison to the Member Financial Services team to ensure a best-in-class experience for members visiting branch locations. Leads initiatives related to obtaining actionable Voice of Member Feedback across various channels, including branch visits and new member onboarding. Utilizes voice-to-text analytics to identify common member pain points and uses this data to improve processes and journeys. Stays current on industry trends and best practices and packages up a quarterly report to share with departmental leaders. Position Requirements: This position is remote. 5 years of experience in process improvement, customer experience management, marketing is required. Knowledge of process improvement methodologies and demonstrated ability to develop repeatable processes or improve existing processes is required. Requires proficient skills to use Microsoft Suite applications, including Excel and Word is required. Connexus Credit Union's Recent Recognitions: 2022 Best Credit Union – Bankrate 2022 Best Checking Account – Forbes Advisor 2022 Best Credit Union in the U.S – Kiplinger Fourth Largest Credit Union in Wisconsin (by asset size) Equal Opportunity Employer/Disabled/Veterans/41 CFR 60–1.4, 41 CFR 60-1.35 About Connexus Credit Union Serving more than 460,000 members nationwide, Wausau, WI-based Connexus Credit Union is a member-owned, not-for-profit financial cooperative with over $5.5 billion in assets and 680 employees. We proudly give back to our members through high yields on deposit products, competitive loan rates, and minimal fees. We’ve been nationally recognized for excellence by Forbes Advisor, NerdWallet, Kiplinger, and Bankrate. Our organizational values of Integrity, Respect, Synergy, Transparency, and Wellbeing, influence all we do. Whether it’s an email from one employee to another, helping a member in a branch, or volunteering in one of the many communities we serve, we interact with dignity, kindness, and professionalism. We strive for transparent, honest dialogue and highly value the collective power of our team. Our vision is to be a nationally relevant, trusted credit union, providing exceptional experiences and fostering prosperity for those we serve. We strive to earn and maintain our members’ trust and ensure they feel supported and appreciated at every touchpoint. We also support our communities through our philanthropic program, Connexus Cares. Founded in early 2019, Connexus Cares has already donated over $10 million to charitable organizations nationwide. At Connexus, we’re dedicated to sustainable growth while delivering exceptional experiences. We do this, in part, by fostering a culture that values employees as our most important asset. Connexus requires that remote employees must reside in one of the following states to be considered for any of our remote positions: AL, FL, GA, IL, IN, IA, KY, MI, MN, MO, OH, SC, TX, WI. We’re excited to remain at the forefront of the credit union movement as we continuously demonstrate our values, embrace our digital future, and strengthen our national relevance. Please explore all Connexus has to offer at ConnexusCU.org.