First Tech Fed Credit Union
Hybrid (WA, USA)
Description The Manager of Member Insights will be part of the growing Continuous Improvement division and is an expert in member experience insights by being the voice of the member, driving member empathy and centricity across the organization. We are looking for a dynamic individual contributor who will be part of a team responsible for developing target state member journeys, identifying, and improving moments of truth, and driving initiatives that enhance the overall member experience and lifetime value. Primary Responsibilities: Design, execute, and analyze quantitative and qualitative research studies, to uncover key insights and member preferences. Identify trends, patterns, and opportunities to improve member experience. Drive member journey mapping by conducting user experience (UX/ CX customer experience (CX) research and integrating diverse data sources (e.g., Survey Data, Text Analytics etc.) into comprehensive and visually appealing journey maps. Advance our voice of...