Manager, Member Experience and Process Improvement

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees.  Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Manager, Member Experience and Process Improvement

ACCOUNTABILITY STATEMENT

As a Member Experience and Process Improvement Manager you are a dynamic and results-driven Member Experience and Process Improvement Manager to join our team at VyStar Credit Union. The ideal candidate will be responsible for enhancing member satisfaction and loyalty by analyzing and improving business processes, ensuring a seamless and positive member journey.

ESSENTIAL RESPONSIBILITIES

• Member Experience Strategy: Develop and implement member experience strategies that align with the credit union’s goals and objectives of becoming Best in Class in Member Experience.

• Process Improvement: Identify, analyze, and improve existing business processes to enhance efficiency and member satisfaction.

• Member Feedback: Collect and analyze member feedback through surveys, interviews, and other channels to identify areas for improvement.

• Cross-Functional Collaboration: Work closely with various departments, including Operations, IT, and Marketing, to implement process improvements and member experience initiatives.

• Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of member experience and process improvement initiatives.

• Training and Development: Provide training and support to employees on member experience best practices and process improvement methodologies.

• Project Management: Lead and manage member experience and process improvement projects from inception to completion, ensuring timely delivery and successful outcomes.

• Compliance: Ensure all member experience and process improvement initiatives comply with industry regulations and credit union policies.

• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

• Focus               Focus your full attention by carefully listening to and observing your client or member.

• Connect          Consistently be friendly and approachable.  Demonstrate you care.

• Understand    Listen empathetically and ask questions. (70%/30%)

• Counsel           Recommend solutions based on your client’s or member’s needs and objectives.

• Advance         Ensure that member's expectations were exceeded. Verify necessary follow-up action.

JOB QUALIFICATIONS

EDUCATION

• Bachelor’s Degree in Business Administration, Finance, or a related field is required.

• Master’s degree is a plus.

EXPERIENCE

• 5+ years of work experience applying Lean, LSS or Agile and other process improvement methodologies.

• 3+ years leading a process improvement team.

• 3+ experience in re-engineering controls and doing process risk assessments.

• Financial Services industry experience preferred.

KNOWLEDGE, SKILLS & ABILITIES

• Strong data analytics capabilities especially cost analysis and internal/external benchmarking.

• Strong leadership and team management skills.

• Professional interpersonal skills, including the ability to build rapport and professionally interact at all levels with the organization.

• Ability to prioritize tasks, work on multiple assignments and manage rapidly changing assignments in a team environment

• Understanding of the drivers of value, including the ability to size and prioritize larg