Program Manager, Member Experience

Position Summary:

The Program Manager is responsible for overseeing and optimizing our member's service and support journey. This role involves leading cross-functional and cross-channel teams to analyze, map, develops where appropriate, orchestrates and continuously improve member journeys to ensure seamless and personalized member experiences across channels.

The member journey manager will collaborate with various departments to align efforts, ultimately delivering business objectives related to improved member experiences, growth in loyalty and reduced costs to serve.

Essential Duties and Responsibilities:

Analyze member journeys:

• Collaborates with business and data analysts to gather and analyze data to understand current member journeys, pain points and opportunities.
• Prioritizes key journeys based on data-driven insights and business objectives. Present cases for journey improvements to senior leadership to secure buy-in.

Develop journey maps:

• Leads journey teams in developing detailed, data-driven journey maps that illustrate current-state journeys and identify areas for improvement.
• Utilizes data and member stories to illustrate the need for change and the benefits of proposed solutions.

Design and implement improvements:

• Designs and implements new or improved member journeys based on identified opportunities. This will involve leading ideation workshops, prioritizing improvement ideas, doing rapid prototyping and conducting user testing sessions, etc.
• Coordinates IT and channel teams to integrate necessary changes.

Orchestrate member interactions:

• Utilizes journey orchestration tools to personalize and optimize member interactions in real time.
• Ensures seamless cross-channel experiences by aligning efforts across different teams and departments.

Monitor and continuously improve journeys:

• Performs business and data analysts to monitor journey performance against intended objectives post improvement and gather feedback to identify further improvement opportunities.
• Guides the journey teams through regular review cycles to analyze, map and further enhance member journeys.
• Facilitate regular governance meetings to review progress, address challenges and align on next steps.

Collaborate with cross-functional teams:

• Coordinates effectively with various stakeholders, including IT, design, marketing and product teams; works with senior leadership to manage escalations, where necessary.
• Builds consensus and drive collaborative efforts to achieve business objectives.

Maintain member-centric focus:

• Ensures that member needs and behaviors are at the forefront of all journey improvements.
• Designs and delivers low-effort, high-value member experiences.

Support efforts to refine the journey management discipline:

• Identifies and prioritizes improvements to the journey management process itself, including data, processes and technology.
• Tracks and implements back-end process improvements to enhance data quality, member feedback mechanisms and system integrations.
• Collaborates with the team to refine the journey management discipline, ensuring continuous improvement and increased control over member journeys.
• Regularly reports on progress to the service leadership, presenting key metrics and performance dashboards to demonstrate ongoing performance.
• Provides data-driven insights and recommendations to support strategic decision making and continuous improvement efforts.

If applicable, please provide:

# of Direct Reports:

N/A

# of Indirect Reports:

Financial Responsibility: (Indicate type and amount of budget, sales volume, etc. for which this position is responsible)

$

Minimum Qualifications:

Education:

• Bachelor's degree in finance, economics, marketing, or related field preferred.

Experience:

• Five years of relevant experience in customer experience, marketing, or related field is preferred.
• Previous team management experience preferred.
• A proven track record of designing and implementing successful customer journey programs, analyzing customer data and feedback, and working effectively with cross-functional teams.

Knowledge, Skills, and Abilities:

• Strong understanding of Member behavior, preferences, and trends.
• Experience in designing and implementing Member journeys across multiple touchpoints and channels.
• Dynamics 365 journey mapping experience (or equivalent such as SF Marketing Cloud or Eloqua).
• Strong analytical skills and ability to interpret Member data and feedback.
• Ability to think creatively and identify innovative solutions to improve the Member experience.
• Excellent interpersonal and communication skills to effectively collaborate with cross-functional teams.
• Strong understanding of data protection and privacy regulations, and experience in ensuring compliance.
• Experience in delivering training programs and coaching teams on customer journey best practices.
• Teams-based experience with proven ability to collaborate with peers, business leaders, and key stakeholders.
• Strong attention to detail and ability to work under tight deadlines.
• Highly skilled in cross-functional collaboration by developing deep relationships and credibility with key partners across the organization.
• Strong verbal and written communication skills with demonstrated ability to communicate professionally at all levels including executive management and board of directors. Tells a compelling story in a way that makes the complex simple.
• Strong project, time, and resource management and problem-solving skills to deliver projects and execute initiatives on time in a fast-paced environment

Physical Demands and Work Environment:

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.
• Our company offers a dynamic hybrid work arrangement, which requires three days on-site work. Our retail roles are required to be onsite at the branch locations.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.