Customer Experience Specialist

I'm working with one of the largest credit unions, looking for a Customer Experience Specialist to join their team!

• Map the member journey end-to-end across branch account opening, servicing, lending, and communications to identify gaps and opportunities for improvement.
• Conduct branch visits and interviews with members and frontline staff to understand pain points and uncover opportunities to simplify the experience.
• Design improved member experiences by developing future-state journeys and recommending practical, member-focused solutions that can be implemented operationally.
• Improve member communications and touchpoints by reviewing notices, scripts, letters, digital messaging, and other interactions for clarity, consistency, and ease of use.
• Present insights and recommendations to leadership, prioritizing improvements based on member impact and maintaining journey maps and documentation as the branch experience evolves.

• Bachelor's degree in Business, Communications, Human-Centered Design, or related field, or equivalent experience.
• Two to three years of experience in customer experience, journey mapping, UX research, or a member/customer-facing role within financial services.
• Skilled at facilitation and interviewing, with the ability to translate qualitative feedback into clear documentation.
• Experience with journey mapping or service design tools and methods preferred.