Job Details

Member Experience Improvement Specialist - Remote

Join to apply for the Member Experience Improvement Specialist - Remote role at Northrop Grumman Federal Credit Union.

Pay range: $30.22/hr to $42.31/hr

Summary of Primary Functions

Responsible for collecting and analyzing data on member needs, experiences, and behaviors to generate actionable insights that support a superior member journey. Serves as a cross departmental SME for member experience, ensuring alignment with credit union's member focused strategies.

Skills and Abilities

• Bachelor's degree in Business Administration, Marketing, Computer Science, or similar
• 2+ years of experience in a financial institution or in customer research-focused roles
• Highly sharpened sense of curiosity
• Experience creating and sharing dashboards / data visualizations
• Analytical thinking – able to objectively interpret research, extract insights, and communicate in a motivating way
• Highly self-motivated, solutions-oriented, and proactive problem-solving
• Strong oral and written communication
• Passionate advocate: drive continuous improvement strategies from a member-first approach to meet business line goals and grow the organization
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Detail oriented, excellent organizational skills and ability to handle multiple tasks.

Duties and Responsibilities

• Identify and communicate experience improvement opportunities based on insights from members gathered via face-to-face interaction, surveys, product reviews and other member data sources.
• Manage the Voice of the Customer/Member (VOC) process and data, working with all areas of the credit union.
• Review and track Member NPS (Net Promoter Score) and other experience metrics monthly to identify trends in performance.
• Achieve a deep understanding of member perceptions and sentiments across their journey, delivering insights, reporting and strategic analysis to prioritize NPS-enhancing initiatives.
• Conduct hands-on primary research where beneficial including internal employee and member interviews, field visits, or other feedback collection methods.
• Assist in preparing root cause analysis and trending analytics for escalations and survey results through various channels.
• Aid in creation of member-centric journey map that can be used cross-departmentally to enhance the member experience.
• Collaborate on assigned projects/teams with cross-functional groups to find opportunities for improvements and work together to better serve the member.
• Aid in alignment, consistency, and cohesion in process, policy and member service to achieve department and company goals.
• Demonstrate flexibility while engaging in the planning process and be able to establish and maintain effective relationships with members of the leadership team.
• Expert in analyzing NPS data, keeping internal partners informed on emerging trends in member feedback.
• Analyze both structured and unstructured data from sources including calls, emails, chats, reviews, and NPS surveys.
• Derive insights from customer-generated data, interpret reporting dashboards, translate analysis into actionable recommendations and directions for various stakeholders.
• Collaborate with team leaders for the design and ongoing development of new dashboards.
• Gather requirements and build out ad hoc business line metrics and projects.
• Identify member experience “moments that matter” scenarios and friction points.
• Present compelling member stories using data to include suggestions and recommendations based on thorough analysis and findings.
• Demonstrate ownership and accountability of projects and activities.
• Remain current on Voice of the Customer (VOC) best practices, platform features, and new releases.
• Consult internally, listening to stakeholder needs and developing an insights plan to support them.
• Support and track cross-functional projects, keeping documentation and timelines on point, and ensuring alignment with business goals.
• Maintain dashboards, monitor trends in performance and error rates, and share insights that drive decision-making.
• Identify gaps, recommend workflow enhancements, and help develop standard operating procedures to improve efficiency.
• Serve as a key connector between teams, create training materials, and support change management for long-term improvements.
• Resolve member complaints and answer escalated Member calls as needed.
• Provide support in various areas as needed.
• Other duties as assigned.

Card Member Experience Responsibilities

• Share card services insights with the MX team to help shape broader member journey strategies.
• Help card services translate operational changes into member-friendly communications or updates.
• Serve as a primary liaison between MX and Card services.
• Review card services processes, workflows, and recurring member pain points to identify opportunities for operational efficiency and improve member experience.
• Collaborate with card services leadership to document current processes, uncover operational gaps, and recommend enhancement and process improvement initiatives.
• Support card services during major initiatives (system upgrades, vendor changes, digital enhancements) by capturing member impact and documenting improvement opportunities.
• Track recurring trends in debit/credit card issues, such as declines, fraud related processes, card activation challenges or app related card management issues and provide strategic recommendations.
• Ensure card services processes align with overall MX strategies.

Quality Assurance Responsibilities

• Monitor and evaluate phone interactions of NGFCU representatives within all operations areas including but not limited to Call Center, Loan Dept., Collections, and Member Services to ensure a consistent member experience across the organization.
• Provide ongoing evaluations to department leaders and meet regularly with team members as well as the leaders to coach and develop in areas where improvements are required.
• Provide coaching, direction and guidance to Department Managers to achieve highest standards of member service through the phone across all operations teams.
• Monitor performance and report results.

Benefits

NGFCU offers competitive compensation and a rich benefits package including medical, dental, vision, disability and life insurance, and a 401(k)-profit sharing plan with employer matching.

Equal Employment Opportunity

NGFCU is an Equal Opportunity Employer. Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment-qualified applicants with arrest and conviction records.