Program Manager, Member Experience

Position Summary

The Program Manager is responsible for overseeing and optimizing member service and support journey. This role involves leading cross-functional and cross-channel teams to analyze, map, develop, orchestrate and continuously improve member journeys to ensure seamless and personalized member experiences across channels. The member journey manager will collaborate with various departments to align efforts, ultimately delivering business objectives related to improved member experiences, growth in loyalty and reduced costs to serve.

Essential Duties and Responsibilities

Analyze member journeys:

• Collaborates with business and data analysts to gather and analyze data to understand current member journeys, pain points and opportunities
• Prioritizes key journeys based on data-driven insights and business objectives
• Present cases for journey improvements to senior leadership to secure buy-in

Develop journey maps:

• Leads journey teams in developing detailed, data-driven journey maps that illustrate current-state journeys and identify areas for improvement
• Utilizes data and member stories to illustrate the need for change and the benefits of proposed solutions

Design and implement improvements:

• Designs and implements new or improved member journeys based on identified opportunities
• Leads ideation workshops, prioritizes improvement ideas, conducts rapid prototyping and user testing sessions
• Coordinates IT and channel teams to integrate necessary changes

Orchestrate member interactions:

• Utilizes journey orchestration tools to personalize and optimize member interactions in real time
• Ensures seamless cross-channel experiences by aligning efforts across different teams and departments

Monitor and continuously improve journeys:

• Performs business and data analysis to monitor journey performance against intended objectives post improvement and gathers feedback to identify further improvement opportunities
• Guides the journey teams through regular review cycles to analyze, map and further enhance member journeys
• Facilitates regular governance meetings to review progress, address challenges and align on next steps

Collaborate with cross-functional teams:

• Coordinates effectively with various stakeholders, including IT, design, marketing and product teams
• Works with senior leadership to manage escalations where necessary
• Builds consensus and drives collaborative efforts to achieve business objectives

Maintain member-centric focus:

• Ensures that member needs and behaviors are at the forefront of all journey improvements
• Designs and delivers low-effort, high-value member experiences

Support efforts to refine the journey management discipline:

• Identifies and prioritizes improvements to the journey management process itself, including data, processes and technology
• Tracks and implements back-end process improvements to enhance data quality, member feedback mechanisms and system integrations
• Collaborates with the team to refine the journey management discipline, ensuring continuous improvement and increased control over member journeys

Reporting and insights:

• Regularly reports on progress to the service leadership, presenting key metrics and performance dashboards to demonstrate ongoing performance
• Provides data-driven insights and recommendations to support strategic decision making and continuous improvement efforts

Organizational Structure

• Direct Reports: N/A
• Indirect Reports: (Not specified)
• Financial Responsibility: (Not specified)

Minimum Qualifications

Education:

• Bachelor's degree in finance, economics, marketing, or related field preferred

Experience:

• Five years of relevant experience in customer experience, marketing, or related field preferred
• Previous team management experience preferred
• Proven track record of designing and implementing successful customer journey programs
• Experience analyzing customer data and feedback
• Experience working effectively with cross-functional teams

Knowledge, Skills, and Abilities:

• Strong understanding of member behavior, preferences, and trends
• Experience designing and implementing member journeys across multiple touchpoints and channels
• Dynamics 365 journey mapping experience (or equivalent such as SF Marketing Cloud or Eloqua)
• Strong analytical skills and ability to interpret member data and feedback
• Ability to think creatively and identify innovative solutions to improve member experience
• Excellent interpersonal and communication skills to effectively collaborate with cross-functional teams
• Strong understanding of data protection and privacy regulations, and experience ensuring compliance
• Experience delivering training programs and coaching teams on customer journey best practices
• Teams-based experience with proven ability to collaborate with peers, business leaders, and key stakeholders
• Strong attention to detail and ability to work under tight deadlines
• Highly skilled in cross-functional collaboration by developing deep relationships and credibility with key partners across the organization
• Strong verbal and written communication skills with demonstrated ability to communicate professionally at all levels including executive management and board of directors
• Ability to tell a compelling story that makes the complex simple
• Strong project, time, and resource management and problem-solving skills to deliver projects and execute initiatives on time in a fast-paced environment

Physical Demands and Work Environment

While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

The company offers a dynamic hybrid work arrangement, which requires three days on-site work. Retail roles are required to be onsite at the branch locations.

Equal Opportunity

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.

About Texas Dow Employees Credit Union

Founded in 1955, TDECU formed when a group of Dow employees pitched in $5 each to loan a friend $35 to buy a refrigerator. That initial mission of people helping people continues today. Over the last 65 years, the organization has grown to meet the needs of the communities it serves and shares TDECU's passion for service and great value in its products. The first merger took the credit union west to the Victoria area. In the East Market, where it began, TDECU opened its field of membership to serve all Brazoria County residents. Today, TDECU has 39 service locations, including 35 Member Centers. The original $35 loan has grown into over $4 billion in assets that continue to improve 348,000 Members' lives by helping them achieve their financial needs and dreams.