Respect. Integrity. Ethics. Compassion. Humor.
At our Credit Union these five core values aren’t just words on a wall, they are our daily way of life. Our purpose is to build local loyalty, connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn, and who enjoy a good laugh.
At Central Willamette Credit Union, we are laser-focused on building a stronger financial future for each of our members and we’re particularly passionate about making the communities of the Willamette Valley even better places to live, work, and play. We do this by training our sales and service team members to become Financial Advocates who work tirelessly to improve our members’ financial lives. And we don’t stop there. We are fanatical supporters of the non-profit organizations that create the fabric of the communities we call home. You’ll regularly see us sponsoring and volunteering for events with the Boys and Girls Clubs, SafeHaven Humane Society, The United Way, The Center Against Rape and Domestic Violence (CARDV), and the Albany Public Schools Foundation just to name a few. Our team members are encouraged to give of their time and talents as servant leaders, furthering our quest to make the world a more just and caring place.
POSITION PURPOSE
The Experience Optimization Leader plays a vital role in realizing our motto of "Building Better Lives Together" by enhancing the member experience and operational efficiency at the credit union. This role involves a deep dive into data analysis and process optimization, utilizing journey mapping and net promoter scores to uncover and seize opportunities for growth. Collaborating with cross-functional teams, this role will formulate and implement strategies that resonate with our Flywheel initiatives, aimed at Enhancing Experience, Creating Profitable Promoters, Achieving Economies of Scale, Leveraging Data Driven Transformation, and Growing New Relationships. By uncovering inefficiencies, identifying opportunities, and equipping team members with the tools for ethical engagement and personalized financial guidance, this role ensures that our service delivery is both exceptional and aligned with our core values.
Driving change management effectively and ensuring the adoption of new initiatives, this role is instrumental in promoting a culture of excellence and integrity, essential for delivering on our promise to build better lives for our members, team members, and community. Through this commitment to member-centric strategies, the Experience Optimization Leader is a cornerstone in our mission to provide simplified access to affordable financial services.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Data Analysis, Process Optimization, and Continuous Improvement – 35%
• Analyze service/experience indicators, member feedback, and compliance reports to identify areas for improvement.
• Utilize journey mapping and net promoter scores to understand the member experience lifecycle.
• Oversee process improvement projects to minimize defects, streamline operations, and enhance member experience.
• Design and implement process optimization solutions across channels, ensuring consistency and adherence to best practices.
• Track and report on the progress of initiatives, adjusting strategies as necessary to achieve desired outcomes.
Strategic Collaboration and Leadership – 30%
• Drive efforts supporting the Flywheel initiatives.
• Collaborate with cross-functional teams to embed member experience strategies into delivery channels and organizational practices.
• Assist and influence the development of training initiatives that improve member experience.
• Lead change management projects to ensure successful adoption of new processes and strategies across the organization.
Insights, Tools, and Resource Development – 20%
• Provide insights and support in the creation of tools and resources that align with and promote the credit union's mission and vision.
• Present findings and recommendations to cross-functional teams and leadership.
Compliance, Learning, and Industry Knowledge – 15%
• Stay up to date on industry trends and best practices.
• Perform all responsibilities in accordance with CWCU Values, compliance, regulatory, and information protection requirements.
• Attend training and comply with CWCU policies, procedures, and applicable regulations.
• Perform additional duties as assigned.
QUALIFICATIONS:
• Experience in data analysis, process improvement, and project management within the financial services industry.
• Familiarity with journey mapping, net promoter scores, and their role in enhancing the member experience.
• Proven ability to lead cross-functional teams and drive initiatives that align with organizational goals.
• Skilled in process optimization, change management, and ensuring the successful adoption of new strategies.
• Strong analytical, problem-solving, and data visualization skills, with the ability to adjust strategies based on reporting and feedback.
• Excellent communication and presentation skills for engaging stakeholders and presenting recommendations.
• Ability to manage multiple projects simultaneously, ensuring attention to detail and meeting deadlines.
• Knowledge of industry trends and best practices in operational and member experience optimization.
EDUCATION/EXPERIENCE REQUIREMENTS
• Bachelor’s degree in business administration, Customer Experience (CX), Operations Management, Project Management, Marketing, related field, or equivalent experience.
• At least five years of relevant experience in the financial services industry, with an emphasis on member experience and process improvement preferred.
• Knowledge of financial services operations, financial products, and regulatory compliance preferred.
• Familiarity with current industry trends and regulatory compliance standards preferred.
