Director of Member Experience

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits?

Our “people helping people” philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference.

While we’re proud of our history, we’re even more excited about our future. With business and technology transformation on the horizon, there’s never been a better time to be part of BECU.

PAY RANGE

The Target Pay Range for this position is $169,200.00-$206,700.00 annually. The full Pay Range is $131,800.00 - $244,400.00 annually. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

BENEFITS

Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage.  Employees have access to disability and AD&D insurance.  We also offer health care and dependent care flexible spending accounts, as well as health savings accounts, to eligible employees.  Employees are able to enroll in our company’s 401k plan and employer-funded retirement plan.  Newly hired employees accrue 6.16 hours of paid time off (PTO) on a per pay period basis based on hours worked (up to a maximum of 160 PTO hours per year) and receive ten paid holidays throughout the calendar year. Additional details regarding BECU Benefits can be found here.

IMPACT YOU’LL MAKE:

As the Director of Member Experience, you’ll lead BECU’s Voice of Member (VoM) program, transforming member feedback into strategic action. Your leadership will foster a member-centric culture, driving loyalty and satisfaction while aligning with BECU’s mission. You’ll be the catalyst for meaningful change, ensuring every member interaction contributes to our collective success.

WHAT YOU’LL DO:

• Lead VoM Strategy: You’ll develop and execute a comprehensive Voice of Member strategy that aligns with BECU’s business goals.
• Measure Experience: You’ll establish and manage key metrics like NPS, CSAT, and CES to set data-driven goals.
• Map Member Journeys: You’ll create journey mapping initiatives to uncover and improve member experiences.
• Integrate Feedback: You’ll design and manage feedback systems across all member touchpoints.
• Collect Insights: You’ll oversee surveys, interviews, focus groups, and digital platforms to gather member feedback.
• Close the Loop: You’ll implement feedback processes at operational, tactical, and strategic levels.
• Establish Governance: You’ll create policies and standards to guide the VoM program.
• Deliver Insights: You’ll share actionable insights across the organization to drive improvements.
• Manage Partnerships: You’ll maintain relationships with technology vendors and research partners.
• Ensure Compliance: You’ll uphold data privacy and information security standards.
• Analyze Feedback: You’ll translate raw feedback into insights and connect it to business metrics.
• Predict Outcomes: You’ll develop models linking member feedback to business results.
• Spot Trends: You’ll identify opportunities to enhance member experience and create value.
• Report Strategically: You’ll craft executive-level reports to share insights organization-wide.
• Collaborate Cross-Functionally: You’ll advocate for member-centricity across departments.
• Build Capabilities: You’ll help teams integrate member insights into decision-making.
• Plan for Growth: You’ll maintain a roadmap for VoM program maturity.
• Partner with Leadership: You’ll collaborate with executives to prioritize and fund initiatives.
• Support Additional Needs