Senior Program Manager Enterprise MX Insights and Strategy

Senior Program Manager Enterprise MX Insights and Strategy Overview

Senior Program Manager Enterprise MX Insights and Strategy at Golden 1 Credit Union, focusing on transforming member feedback, research, and experience data into strategic, actionable insights.

• Program Strategy, Survey Ownership & Enterprise Governance – Own the strategic direction, roadmap, operating discipline, and governance structure for the G1 survey program and broader member experience insights capability. Expand listening posts, research methods, and survey modules to capture evolving member needs, business priorities, friction points, and opportunities tied to new products, services, and journeys. Integrate digital experience insights as a core component of the enterprise listening strategy to support Golden 1’s goal of being a digital leader.
• Insights-to-Action Leadership – Integrate member feedback, digital signals, operational data, and business line insights into enterprise perspectives that inform strategy and service modernization. Apply strong analytical judgment to identify patterns, implications, and priorities from survey, digital, operational, and research data. Translate insights into recommendations that help business owners address member friction, improve service delivery, and measure progress.
• Cross-Functional Leadership & Accountability – Serve as a subject matter expert to senior leaders on business line and enterprise projects, bringing member experience insights into planning and decision-making. Build and sustain trusted relationships with senior leaders, cross-functional stakeholders, vendor partners, and industry thought leaders to advance member experience insights and enterprise priorities. Develop executive- and board-ready reporting that connects member experience metrics, trends, risks, opportunities, and priority work underway into clear insights that support strategic decision-making.
  
  Manage and strengthen strategic vendor partnerships, including Gallup and J.D. Power, to advance survey strategy, benchmarking, research capabilities, and enterprise insight generation.

• Bachelor’s Degree in marketing, economics, or a related field. Required.
• 8+ years of progressive responsibility in Customer/Member Experience, including survey or listening program ownership, cross-functional influence, and insights-to-action leadership. Required.

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs designed to attract, motivate, and retain employees that drive the mission, vision, and strategic goals. The credit union emphasizes well-being, work-life balance, career development, rewards and recognition, and commitment to Diversity, Equity and Inclusion. We foster a workplace where every employee is recognized, valued, and motivated to contribute their best.

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The above information describes the general nature and level of work performed by team members within this classification. Job duties may change or be modified at the Credit Union’s discretion. Questions about job duties should be discussed with a supervisor.