Director Member Experience

Thank you for your interest in a career with Centra.  A career at Centra Credit Union is more than a job; it is an opportunity to make a meaningful impact in our Members’ financial lives and our communities.  Centra was established in 1940 and is headquartered in Columbus, Indiana.  Centra is ranked among the top five largest credit unions in Indiana and among the most financially sound institutions in the United States.  Centra serves Membership throughout central and southern Indiana as well as other areas like Jamestown, NY, and Whitakers, NC.  Centra Team Members enjoy excellent benefits, an atmosphere that fosters family and work-life integration, a heritage of strong values, a high level of Team Member engagement in the achievement of results, and the opportunity for growth with the Centra Family.  Credit Unions are Not for Profit, Not for Charity, But for Service.  If these are the things that matter to you then please read on, we look forward to hearing from you. 
 

Spanish/English interpreters may be eligible for an interpreting differential. 

Centra Credit Union has an exciting opportunity for a Director Member Experience role located in Columbus, Indiana.

This position is responsible for developing strategies and action plans that drive a continuously improving Member Experience aligned with Centra’s Vision and Mission.

This role has a high expectation for turning data into actionable insights to drive business decisions and is responsible for strategy, measurement, analysis, reporting, and execution of initiatives and action items to achieve Centra’s Member Experience objectives.

The Director of Member Experience should maintain efficiency and accuracy within the department and ensure laws and policies are adhered to while delivering high-quality, timely execution.  
 

ESSENTIAL FUNCTIONS:  (This position may be required to perform additional duties as requested.

Reasonable accommodations may be made to enable individuals with disabilities to perform.)


* Advocate, champion, and administer Centra’s Voice of the Member Program, Member Research, Departmental Observations, Member Impact Assessments, and Journey Mapping initiatives as well as all activities associated with these programs and plans. 


* Build a company-wide culture of continuous improvement in Member Experience and empower Team Members to speak up on behalf of Members.

Maintain channels for Team Members to voice their Member Experience opportunities and share our Member Experience successes.


* Facilitate and analyze Journey Mapping, Departmental Observations, and Voice of the Member Program data to develop insights and make recommendations on areas for optimization.

Continuous evaluation of the best tools to measure Member Experience.


* Build strategies and drive execution actions across the company that are necessary to achieve successful completion of journey mapping, Departmental Observations, and Voice of the Member Pr...