Member Optimization Strategist

GENERAL PURPOSE

The Member Optimization Strategist serves as an unbiased advocate for the member, ensuring their experience remains the primary consideration across all credit union interactions and business decision-making. Acting as a liaison between members and internal business units, this role represents the “voice of the member” throughout the organization. The Strategist systematically identifies, analyzes, and categorizes member feedback and friction points, prioritizing opportunities for improvement. In addition, this role contributes to the evaluation and implementation of process and technology enhancements that elevate the member experience across all departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Uphold CCU’s core values: Advocate for members, embrace curiosity, and show compassion.
• Analyze member and employee feedback, survey data, CRM interactions, behavioral insights, and direct observations to identify trends, friction points, and opportunities for improvement.
• Observe member interactions throughout all branches, departments and across channels to gather firsthand insight into how products, services, and processes are experienced in real-world situations.
• Document and catalog member experiences and journeys for leaders and executives, and recommend enhancements based on patterns, root causes, and member impact.
• Identify data and business analysis needs that support member experience goals and improvement strategies.
• Establish the reporting framework and key metrics needed to measure and communicate member experience performance, trends, and outcomes.
• Maintain a central repository of member experience issues, insights, and improvement initiatives.
• Use an objective approach to understand why processes, products, and experiences function as they do and where improvements are needed.
• Communicate member experience findings, journey insights, and emerging themes to leaders, executives, and the broader organization to support awareness and continuous improvement.
• Influence and make strategic recommendations to drive a member-centric direction and vision.
• Partner with management to prioritize member experience improvement initiatives.
• Serve as a key stakeholder across member-impacting initiatives and projects, ensuring decisions align with member-centric priorities.
• Monitor service level agreement adherence and measure the impact of improvements through key performance indicators.
• Partner with the training team to develop resources that support service excellence and effective member guidance.
• Share accountability with department leaders during change management to support successful adoption and execution.
• Conduct journey mapping, focus groups, usability testing, and process reviews to evaluate the member experience.
• Adhere to all service standards as outlined in the credit union’s policies and procedures.
• Complete all other duties or assignments as assigned.