Director – Member Experience Strategy

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Full Time Regular Exempt Mid-Level Management Tigard Business Center, Tigard, OR, US

2 days ago Requisition

Salary Range: $98,963.00 To $ Annually

About the Role:

At Unitus, each employee has an opportunity to make a difference for our members. The Director of Member Experience Strategy is responsible for partnering with the SVP/Chief Growth Officer to advance Unitus' enterprise member experience strategy by strengthening how the organization acquires, engages, serves, and retains members throughout the relationship lifecycle. This role leads the organization's Voice of the Member program, member research, experience governance, journey management practices, experience innovation, and enterprise member engagement programs to help ensure Unitus consistently delivers intentional, differentiated, inclusive, and member-centered experiences.

Serving as Unitus' internal expert on human-centered design, experience strategy, journey management, and experience governance, this leader provides independent guidance, constructive challenge, and enhances experience quality oversight across the organization. While product, channel, and functional leaders remain accountable for the strategy, execution, and performance of their respective areas, this role develops and administers the enterprise frameworks, standards, methodologies, research, and governance practices that help ensure member experiences are intentionally designed, informed by member insight, and aligned with Unitus' strategic priorities.

Working collaboratively across all organizational areas such as Product, Digital, Marketing, Retail, Credit Services, Operations, Community, Sales, Data, Training, and enterprise project teams, the Director enhances the integrity of the member experience by helping teams identify opportunities, improve member journeys, challenge assumptions, and continuously elevate the experiences Unitus delivers. This role also evaluates how emerging technologies, including artificial intelligence, automation, conversational banking, personalization, and digital capabilities, can responsibly enhance the member experience while preserving trust, accessibility, human connection, and make significant contributions to ensure commitment for unparalleled service – the kind that creates the Unitus difference.

Our strong team of leaders, outstanding culture, above market benefits, continuous involvement in the communities we serve, and competitive pay programs make Unitus an excellent place to contribute and grow your talents.

Responsibilities:

• Partner with the SVP/Chief Growth Officer to establish the enterprise direction for how Unitus strengthens member relationships across the lifecycle. Develop and continuously evolve Unitus' enterprise member experience strategy focused on strengthening member acquisition, engagement, loyalty, and retention.
• Identify and prioritize the member experiences and strategic initiatives that will have the greatest impact on member relationships and organizational performance.
• Develop and administer enterprise experience principles that guide experience-related decisions across the organization.
• Monitor evolving member expectations, competitive trends, and changes within financial services to identify strategic opportunities.
• Align member experience initiatives with Unitus' strategic plan, growth objectives, and organizational priorities.
• Provide input into strategic planning, budgeting, and organizational priorities.
• Conduct independent experience reviews of significant member-facing initiatives, providing constructive challenges and recommendations that improve experience quality while preserving accountability within business units.
• Identify experience risks, inconsistencies, and opportunities that could negatively impact members and facilitate cross-functional resolution.
• Coach leaders, project teams, and business units in member-centered thinking, experience governance, journey management, and experience design methodologies.
• Develop enterprise tools, templates, standards, and best practices that strengthen organizational capability and promote consistent application of experience management principles. Partner with Training and Strategic Implementation to develop related training as needed.
• Champion the practice of intentional design and…