• Collect and analyze member feedback across all listening posts to identify trends, issues and improvement opportunities
• Develop and maintain key performance indicators (KPIs) related to Member Experience
• Regularly report on KPIs and feedback to applicable business line stakeholders and senior leadership
• Investigate and resolve member inquiries, concerns and issues promptly and effectively
• Collaborate with internal stakeholders to ensure timely resolution to member concerns
• Coordinate with external partners to ensure our Voice of Member program meets and / or exceeds best practices within the industry
• Act as our members’ ‘voice’, advocating for their opinions throughout the organization
• Contribute to the development and implementation of efforts that enhance the Member Experience, acting as an advocate to meet member needs

Journey Maps: Visualization of an experience that members go through to accomplish a goal – told through their perspective

• Support the creation of journey maps to capture what members are thinking, feeling and doing throughout product or service experiences
• Incorporate member feedback into journeys to create a holistic view of the experience
• Track changes made to the journey over time and measure their impact on the overall experience

Member Advisory Panel: The bridge between MCU and our membership, providing a forum for passionate, loyal members to share their perspective and recommendations on products and services

• Support efforts to recruit, onboard and retain panel members
• Coordinate individual or group discussions with panel members
• Serve as a liaison between the advisory panel and business lines in need of insights
• Assist in collating discussion results into insights that can be shared with the credit union

Requirements:

• Bachelor’s Degree or equivalent combination of education/related experience.
• Previous experience in a member / customer facing role

Competencies:

• Empathetic and passionate about helping members
• Strong interpersonal and organizational communication skills
• Navigates challenges with a focus on finding solutions
• Lifelong learner that is able to quickly grasp new concepts and ideas
• Ability to work independently as well as collaboratively
• Detail-oriented problem solver
• Comfortable working with data to support decisions / actions

Why you’ll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following:

Results – You’ll look to achieve the best outcomes for our members. Continuously track and measure everything, and use it to always improve. Be proactive, not reactive.

Agility – You’ll remain agile in your decision making, planning, and delivery; using curiosity and creativity to see situations from all perspectives.

Integrity – You’ll act professionally and positively. Build trust, be upfront and communicate thoroughly.

Teamwork – You’ll work to achieve common goals as part of ONE TEAM.

Ownership – You’ll hold yourself and others accountable and remain committed to our obligations while caring about the outcomes as much as an owner would.

Belonging – You’ll embrace and environment in which any individual or group can be and feel welcomed, respected, supported and valued.

We stand by our mission to connect our members and communities with an exceptional financial future and we are looking for individuals who share this same purpose to take this journey with us.

What we can offer you:

Competitive compensation, medical and dental benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.