The Vice President of Member Experience is an advocate on behalf of the Member championing the voice of the Member and experience throughout TDECU culture from the Board of Directors through lines of business. Responsible for all aspects of Member Experience including Member sentiment, problem handling, and solution design and execution. The ultimate goal of this position is to create a niche market based on Member Experience rather than a product, and providing insights that ensure the experience endures over time.
Reports to: SVP - Chief Growth, Strategy, and Marketing Officer
Location: Based in the Houston MSA area, relocation assistance is available.
Essential Duties and Responsibilities:
Develops and implements a 3-year Member Experience vision aligned to TDECU’s overall strategy and key focus areas.
Member Sentiment: Responsible for all aspects of the Member sentiment program. Creates listening mechanisms to gather real-time information, then synthesizes and analyzes information to create recommendations that are easily understood, pinpointing opportunities and strengths. Communicates directly with groups who are stakeholders to the metrics to influence effective resolutions.
Problem handling: Designs and implements a program that creates mechanisms for members to engage with the organization, shares feedback or problems, and complaints. Implement a service level agreement on Member response. Works jointly with Compliance to respond to regulatory issues.
Design, Solution, and Execution: Proactively identifies themes and systemic issues that impact the Member Experience. Identifies processes or business practices that contribute to issues and creates resolutions, with LOB owners.
Creates and implements a Member feedback loop, ensuring Members receive feedback on issues, complaints, or feedback they’ve brought to TDECU (i.e. our resolution) and have the opportunity to provide feedback on it as well. Leverages the Member feedback loop for continuous improvement.
Influences at the Board of Directors, SVP, and Line-of-business level for strategic decisions relating to Member Experience. Supports the creation of an organizational understanding of the Member base and proactively shares Member insights, which are leveraged for business decisions across the enterprise. Helps to create a niche in the market relating to Member Experience. Speaks up for Members, helping to translate the Member’s Experience and desired experience into TDECU culture.
Implements routines and mechanisms to influence metric importance and adoption. Consistently analyzes and assesses metrics and plans against them. Provides insights on a regular basis to SVP and LOB leaders to build strategic alignment and results.
Experience: 10+ years of total experience required in the areas of : Demonstrated experience of improvement with improving Member/Client experience with digital or in-person channels with the ability to demonstrate examples of root-cause analysis and influencing leaders for results required. Member/Customer sentiment, Member Engagement, Social Media Management, Net Promoter Scoring (NPS), or similar preferred. Experience in a collaborative team environment and data-driven culture preferred
Knowledge, Skills, and Abilities:
Forward-thinking and creative individual with the ability to perform strategically and create a strategy
Ability to influence line-of-business leaders on strategic implications of Member Experience plays
Highly skilled in cross-functional collaboration by developing deep relationships and credibility with key partners across the organization
Exceptional member interaction and relationship management skills
Gathers information from a variety of sources and synthesizes it into digestible content. Ability to create programs and processes aligned to strategic pillars and outcomes.
Strong verbal and written communication skills with demonstrated ability to communicate professionally at all levels including executive management and board of directors. Tells a compelling story in a way 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
Demonstrated knowledge of social media, and online communications
Additional Salary Information: TDECU offers a competitive benefits package. (Medical, Dental, Vision, 401K). Leadership Incentive Plan
Internal Number: 3313
About Texas Dow Employees Credit Union (TDECU)
TDECU formed in 1955 when a group of Dow employees pitched in $5 each to loan a friend $35 in order to buy a refrigerator. That mission of people helping people continues today. Over the last 65 years, we have grown to meet the needs of the communities we serve and to bring TDECU's passion for service and great value in products to new financially underserved areas. Today we are the largest Credit Union in Houston proudly serving over 345K members with $4B in assets. Most recently TDECU was recognized by S&P Global as #2 Top Tech Savvy Credit Unions.