What are the responsibilities and job description for the Senior Experience Excellence Manager position at First Technology Federal Credit Union?
Description
We are looking for a proactive and strategic Senior Experience Excellence Manager to join our Experience Excellence team. This role is crucial in ensuring that our Member Experience teams are fully prepared and equipped to support our members. As the Senior Experience Excellence Manager you will drive change initiatives, develop readiness plans, and collaborate across the enterprise to ensure seamless transitions and continuous improvement for our members and employees.
Primary Responsibilities :
- Improve the member and employees experience by designing and implementing new and improved standards or processes to support a culture of continuous improvement
- Develop project plans including key milestones and put into place reports to monitor, track, and present performance progress to leadership
- Analyze data and leverage insights to drive informed conclusions and enhance decision-making in optimization initiatives
- Build and deepen relationships with stakeholders, creating frameworks for value-driven partnerships and processes to champion change
- Analyze and recommend short and long-term solutions to resolve gaps between member needs and internal operational practices
- Lead and / or participates in meetings to guide conflict as needed to advance project deliverables
- Manage complex programs in partnership with other applicable business units across the enterprise including Card Services, Consumer Lending and Digital Products
- Organize cross functional project teams supporting initiatives designed to improve member and employee experience while driving towards organizational and business goals
- Act as a subject matter expert in collaborating across the enterprise to create alignment and consistency in communication and processes
- Stay current with industry trends, best practices, and incorporate them into company solutions to enhance the delivery of services and create cost-efficiencies
Experience and Education Requirement :
Benefits options include :
Location : Rocklin Corporate Location, Rocklin, CA 95765
Target Compensation in Rocklin, CA : $100,000 to $115,000 annual bonus
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First Tech is not currently offering Visa sponsorship for this position
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Salary : $100,000 - $115,000
