Member Experience Manager (Hybrid in Syracuse, NY)

About the Role

Key Responsibilities

• Serve as the primary advocate for member needs, preferences, and feedback in organizational planning and decision-making.
• Translate member insights into actionable strategies for product, service, and process improvement.
• Conduct deep-dive analysis of survey, focus group, and other feedback sources to drive organization-wide improvements.
• Serve as liaison to the Member Experience Committee, ensuring alignment between committee initiatives and organizational strategy.
• Partner with leaders across Marketing, Operations, Digital Services, and other functions to embed member-first thinking into products, services, and communications.
• Develop, manage, and continuously improve the member research program, including pulse surveys, departmental transaction surveys, and focus groups.
• Analyze quantitative and qualitative data to identify trends, priorities, and improvement opportunities.
• Track and benchmark satisfaction metrics (e.g., NPS, CES) and present insights dashboards to leadership.
• Lead journey mapping sessions to understand experiences across channels, identify friction points, and propose solutions.
• Partner with stakeholders to redesign or enhance experiences based on mapping outcomes.
• Design and deliver training on member-centric service excellence and research insights.
• Oversee evaluation of the digital member experience, including UX testing for web, mobile, and other digital channels.
• Manage usability studies and translate findings into member-friendly digital solutions.
• Provide guidance, coaching, and support to the Member Experience Marketing Specialist.
• Model Empower FCU's Purpose, Values, Strategic Pillars, and Leadership Competencies.

Requirements

• 5 to 8 years of experience in Service Design, Strategic Design, Marketing, or related fields.
• 5+ years in Design Thinking/Human-Centered Design, marketing research, or similar roles, preferably in financial services or member-based organizations.
• 2-3+ years of team leadership experience.
• Experience creating service blueprints, journey maps, prototypes, empathy maps, and value propositions.
• Proven ability to design, execute, and interpret research studies such as surveys, focus groups, and usability testing.
• Strong analytical skills with the ability to translate data into insights.
• Experience in cross-functional influence and project leadership.
• Bachelor's degree in Service Design, Strategic Design, Marketing, or a related field; relevant certifications (e.g., CDMP) considered.

Nice to Have

• Experience in advertising for a financial institution.
• Experience with organizational influence and change leadership.

Qualifications

• Bachelor's degree in Service Design, Strategic Design, Marketing, or a related field
• Equivalent experience or relevant certifications (e.g., CDMP) will be considered

Benefits & Perks

• Medical and Dental Insurance
• 401K with Employer Match
• Paid Holidays
• Paid Time Off