Manager, Member Experience

Logix Federal Credit Union

. Own and govern the enterprise member experience framework across business units and delivery channels .

Posted 9/25/2026full-timeValencia • California • United StatesSeniorLead💰 $100,845 - $156,309 per yearWebsite

About the role

Key responsibilities & impact

Own and govern the enterprise member experience framework across business units and delivery channels
Establish and maintain member experience standards, frameworks, and governance
Monitor and improve member experience KPIs, including NPS, retention, product penetration, digital adoption, and cost-to-serve metrics
Champion member-centric culture and embed experience-driven behaviors into daily operations
Lead organizational change management for member experience initiatives, including communication, adoption, training, and stakeholder alignment
Partner with Digital Banking and technology teams to optimize omnichannel experiences across digital, contact center, and branch touchpoints
Lead the Voice of the Member program by synthesizing surveys, complaints, frontline insights, social channels, and operational data
Lead organizational journey mapping and identify pain points, opportunities, and process improvements
Apply research methodologies and strategic frameworks to develop personas, journey maps, process maps, and workflows
Serve as the member experience subject matter expert for enterprise initiatives such as digital transformations, payments enhancements, and service model changes
Lead teams and stakeholders in creating actionable resolution plans for member experience issues
Collaborate on system, process, and workflow implementations affecting member experience
Lead strategic initiatives and projects supporting organizational goals
Partner with the Transformation Office on member-centric implementations
Drive project results through Agile methodologies
Monitor industry trends, emerging technologies, competitive benchmarks, and member experience best practices
Monitor and report implementation progress and escalate issues for resolution
Evaluate post-implementation outcomes and report results within Logix
Develop mechanisms to report, analyze, and measure progress of member experience changes
Track and report key metrics measuring experience improvement
Manage NPS and member satisfaction survey methodologies and metrics
Direct quantitative and qualitative analyses of member feedback
Create and deliver presentations summarizing complex analyses and informing business decisions
Oversee employee service recognition and suggestion programs
Lead Member Experience Committee meetings bi-monthly

Requirements

What you’ll need

Bachelor's degree in Business Management, Finance, Organizational Development, or Information Technology preferred
7 years of relevant experience or equivalent combination of training and experience
3 years of analytical experience
5 years of leadership experience preferred
Experience leading enterprise-wide initiatives across multiple business units
Strong proficiency with tools and applications commonly used in data analysis and process improvement
Ability to analyze and synthesize data and identify trends
Excellent listening, critical thinking, presentation, and communication skills
Advanced knowledge of internet research and Office Suite products
Ability to multitask and perform effectively in a fast-paced environment
Proven ability to attract, develop, and retain a team
Prior financial institution experience with deep understanding of products and processes
Deep understanding of financial services products, operations, and regulatory environment required
Experience with Voice of Customer platforms such as Qualtrics or Medallia preferred
Process-flow modeling experience a plus
Experience with Agile workflows preferred

Benefits

Comp & perks

Hybrid schedule balancing in-person collaboration and remote flexibility
Work-life harmony
Employee service recognition program
Employee suggestion program