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Northrop Grumman Federal Credit Union · 2 weeks ago

Member Experience Improvement Specialist- Remote

United States

Full-time

Remote

Entry, Mid Level

$30.22/hr - $42.31/hr

2+ years exp

Northrop Grumman Federal Credit Union (NGFCU) is one of the strongest credit unions in the country, committed to supporting its employees. The Member Experience Improvement Specialist role involves collecting and analyzing member data to enhance the member journey and managing the voice of the member program while collaborating with cross-functional teams to implement improvements.

Credit BureauFinanceFinancial ServicesInsurance

Responsibilities

Identify and communicate experience improvement opportunities based on insights from members gathered via face to face interaction, surveys, product reviews and any other source of member data

Manage the Voice of the Customer/Member (VOC) process and data, by working with all areas of the credit union

Review and track Member NPS (Net Promoter Score) and other experience metric results monthly to identify trends in performance

Achieve a deep understanding of member perceptions and sentiments across their journey, delivering insights, reporting and strategic analysis to prioritize NPS-enhancing initiatives

Conduct hands-on, primary research where beneficial including internal employee and member interviews, field visits, or other feedback collection methods

Assist in preparing root cause analysis and trending analytics for escalations and survey results through various channels

Aid in creation of member centric journey map that can be used cross departmentally to enhance the member experience

Collaborate on assigned project/teams with cross functional groups to find opportunities for improvements and work together to better serve the member

Aid in alignment, consistency, and cohesiveness in process, policy and member service to achieve department and company goals

Demonstrate flexibility while engaging in the planning process and be able to establish and maintain effective relationships with members of the leadership team

Expert in analyzing NPS data, keeping internal partners informed on emerging trends in member feedback

Analyze both structured and unstructured data from sources including but not limited to Calls, Emails, Chats, Reviews, and Net Promoter Score (NPS) surveys

Derive insights from customer-generated data, interpret reporting dashboards, translate analysis into actionable recommendations and directions for various stakeholders in Member Service, Product, Marketing, and measure outcomes from actions taken

Collaborate with team leaders for the design and ongoing development of new dashboards

Gather requirements and building out ad hoc business line metrics and projects

Identify member experience "moments that matter" scenarios and friction points

Present compelling member stories using data to include suggestions and recommendations based on thorough analysis and findings

Demonstrate ownership and accountability of projects and activities

Remain current on Voice of the Customer (VOC) best practices, platform features, and new releases

Consult internally, listening to stakeholder needs and developing an insights plan to support them

Support and track cross-functional projects, keeping documentation and timelines on point, and ensuring alignment with business goals

Maintain dashboards, monitor trends in performance and error rates, and share insights that drive decision-making

Identify gaps, recommend workflow enhancements, and help develop standard operating procedures to improve efficiency

Serve as a key connector between teams, create training materials, and support change management for long-term improvements

Resolve member complaints and answer escalated Member calls as needed

Provide support in various areas as needed

Other duties as assigned

Share card services insights with the MX team to help shape broader member journey strategies

Help card services translate operational changes into member friendly communications or updates

Serve as a primary liaison between MX and Card services

Review card services processes, workflows, and recurring member pain points to identify opportunities for operational efficiency and improve member experience

Collaborate with card services leadership to document current processes, uncover operational gaps, and recommend enhancement and process improvement initiatives

Support card services during major initiatives (system upgrades, vendor changes, digital enhancements) by capturing member impact and documenting improvement opportunities

Track reoccurring trends in debit/credit card issues, such as declines, fraud related processes, card activation challenges or app related card management issues and provides strategic recommendations

Ensure card services processes align with overall MX strategies

Monitor and evaluate phone interactions of NGFCU representatives within all operations areas including but not limited to Call Center, Loan Dept., Collections, and Member Services to ensure a consistent member experience across the organization

Provide ongoing evaluations to department leaders and meet regularly with team members as well as the leaders to coach and develop in areas where improvements are required

Provide coaching, direction and guidance to Department Managers to achieve highest standards of member service through the phone across all operations teams

Monitor performance and report results