Customer Experience Management, Practice Manager Job

The Member Experience Management (MXM) Center of Excellence (CoE) is excited to introduce a newly created role focused on supporting the growth and maturity of our Member Experience practice process. This position will work closely with the Office of Strategy Management, playing a pivotal role in advancing the organization's commitment to delivering exceptional member experiences. As a dedicated resource within the MXM CoE, this role will contribute to enhancing and refining processes that drive member satisfaction and engagement across all touchpoints.

This position is hybrid. 

NYC Salary Range - $100,860-$125,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Support and evolve a best-in-class MXM CoE that produces actionable, measurable, and effective plans that drive the maturity and impact of member experience at UNFCU.
• Structure, facilitate, participate, and/or influence cross-team and business unit projects.
• Facilitate design sessions, including journey mapping, return on investment (ROI) impact analysis, etc.
• Advise, consult on, and guide projects related to the member experience (MX).
• Co-create resources, education, tools, and templates with the MXM Experience Liaison Network and the business.
• Embed the discipline of MX across UNFCU; educate on MX tools and resources, as well as define, influence, and champion ways of working.
• Build the MX skills and competencies of the organization, tracking to the capabilities required to continue maturing the MX discipline.
• Drive organization-wide understanding by sharing stories, data, insights, metrics, and impact models.
• Enable value-driven MX improvements by connecting them to business and member outcomes.
• Assist in facilitating and aligning the activities of the organization through journey management.
• Help define the portfolio of MXM CoE programs related to improving the experience (resource center, engagement programs, etc.).
• In conjunction with the AVP Strategy & MX, create and manage measures, business value, and benefits realization/impact of MX projects.
• Assist in the compilation of presentations to the Board of Directors, Executive Management, and other committees, as necessary.

• Bachelor’s degree in Business Administration/Management (or equivalent life experience) and 5 or more years related experience, preferably in a financial institution
• More than 3 years leading an experience management practice
• High degree of proficiency using Microsoft Office Suite, including Excel, PowerPoint, and Word
• Strong research and analytical skills with strong knowledge of member experience best practices
• Strong project management skills
• Proven analytical and quantitative skills and ability to think strategically
• Strong interpersonal, verbal, and written communication skills, with high attention to detail