What are the responsibilities and job description for the Senior Manager of Member Engagement Innovation & Projects position at Desert Financial Credit Union?
The Senior Manager of Member Engagement Innovation & Projects leads the technology strategy for member experiences and interactions. The Senior Manager implements and leverages technology solutions to improve the banking experience for both members and employees. The Senior Manager leads collaboration with SwitchThink Solutions technical partners, ensuring the member experience drives decisions and technology enhancements. Through strong vendor partnerships, the Senior Manager enhances member and employee satisfaction by integrating member-centric solutions.
What you will do here:
Strategic Leadership and Technical Implementation
Leads a team of Business Analysts to complete projects that enhance the Member Experience. The team will provide support for Member Engagement teams by gathering business requirements, testing, implementation, and training or upskilling.
Leads the business requirement gathering, design and implementation of integrated technology platforms by working alongside the technology product managers to optimize the member and employee experience.
Facilitate and oversee timely and efficient deployment of project rollouts and technology improvements that support frontline teams in understanding and leveraging the effective use of new technologies.
Act as a liaison to bridge communication between technical and 3rd party vendors and credit union member experience teams.
Set, manage and communicate the enterprise roadmap with enterprise-wide governance committee for member communication technology to align the member experience initiatives with the overall enterprise objectives and technology roadmap to ensure alignment and agreement on prioritization.
Member Journey Innovation
Map and analyze member interactions, feedback, behavioral data, and market trends across digital and traditional channels to identify strategic improvement opportunities and create omin-channel consistencies.
Stay updated on emerging trends in banking technology, customer experience and proactively recommend innovative frictionless member focused solutions as a technology advocate, championing the member perspective in cross-departmental discussions.
Vendor and Product Management:
Manage relationships with assigned technology vendors (such as: Pindrop, Boost, Genesys, Glia)
Manage and oversee vendor and partner performance to ensure they meet established service level agreements (SLA’s) and fulfill their contractual obligations and agreements.
Conduct vendor collaborations, negotiations, and pricing discussions
Perform other job-related duties as assigned.
What you will need:
High School Diploma or Ged required.
In Business Administration; or equivalent combination of education and experience required.
6 years of experience in customer experience management and/or program/project management in the banking or financial services industry required.
4 years of leadership experience managing mid-sized teams across multiple simultaneous projects. required.
Extensive experience with call center or contact center type work required.
Exceptional communication skills and the ability to influence stakeholders at all levels required.
A passion for innovation and a customer-first mindset required.
Deep understanding of banking products, services, and regulatory considerations required.
Strong knowledge of digital platforms, APIs, CRM systems, and data analytics tools required.
Proven track record of leading cross-functional teams to deliver customer experience initiatives required.
Experience with various technology and reporting capabilities (voice biometric technology, power BI, salesforce, member sentiment tracking, call center reporting metrics, sequel, Jira, etc.) required.
Strong knowledge of customer experience methodologies (e.g., journey mapping, voice of the customer, NPS, customer satisfaction metrics) required.
Experience with vendor pricing and business case proposals required.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.
