Member Experience Manager (Hybrid in Syracuse, NY) (Marketing)
Role:
The Member Experience Manager is the organization's champion for the Voice of the Member, ensuring that feedback, insights, and data shape strategic decisions, service enhancements, and member engagement initiatives. This role leads the overall member research strategy, manages ongoing listening programs, and partners across departments to design and deliver exceptional, seamless member experiences. The Member Experience Manager oversees journey mapping, digital experience evaluation, and cross-functional collaboration to embed a member-first mindset in every channel and touchpoint.
Location: Our headquarters are based in Syracuse, NY. We work in a Hybrid Model requiring a minimum of 5 days in office per month.
Essential Functions & Responsibilities:
30% Voice of the Member Leadership
- Serve as the primary advocate for member needs, preferences, and feedback in organizational planning and decision-making.
- Translate member insights into actionable strategies for product, service, and process improvement.
- Conduct deep-dive analysis of survey, focus group, and other feedback sources to drive organization-wide improvements.
20% Committee & Cross-Functional Collaboration
- Serve as liaison to the Member Experience Committee, ensuring alignment between committee initiatives and organizational strategy.
- Partner with leaders across Marketing, Operations, Digital Services, and other functions to embed member-first thinking into products, services, and communications.
20% Member Research Strategy & Insights
- Develop, manage, and continuously improve the member research program, including:
• Member Pulse Surveys to measure satisfaction, loyalty, and sentiment.
• Departmental/Functional Transaction Surveys for key service touchpoints.
• Member Focus Groups for in-depth feedback on initiatives, products, or services.
- Analyze quantitative and qualitative data to identify trends, priorities, and improvement
opportunities.
- Track and benchmark satisfaction metrics (e.g., NPS, CES) and present insights dashboards to cross-functional leadership.
- Own KPIs tied to member satisfaction, engagement, and research participation, ensuring timely reporting and follow-through
10% Journey Mapping & Experience Design
- Lead journey mapping sessions to understand experiences across channels, identify friction points, and propose solutions.
- Partner with stakeholders to redesign or enhance experiences based on mapping outcomes.
- Design and deliver training on member-centric service excellence, journey outcomes, and applying research insights.
10% Digital Member Experience & UX Testing
- Oversee evaluation of the digital member experience, including UX testing for web, mobile, and other digital channels.
- Manage usability studies and translate findings into intuitive, accessible, and member-friendly digital solutions.
10% Team Leadership
- Provide guidance, coaching, and support to the Member Experience Marketing Specialist, ensuring alignment with research and engagement objectives.
- Model Empower FCU's Purpose, Values, Strategic Pillars, and Leadership Excellence Competencies.
- Foster a culture of curiosity, responsiveness, and continuous improvement.
- Perform all other duties as assigned.
Performance Measurements:
See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.
Knowledge and Skills:
Experience: 5 to 8 years of experience in Service Design, Strategic Design, Marketing, etc.
- 5+ years in Design Thinking/Human-Centered Design, marketing research, or related
roles, preferably in financial services or member-based organizations.
- 2-3+ years of team leadership experience.
- Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals to communicate ideas and designs to diverse groups of stakeholders.
- Proven ability to design, execute, and interpret research studies (surveys, focus groups, usability testing).
- Strong analytical skills with the ability to translate data into actionable insights.
- Demonstrated cross-functional influence and project leadership.
- Experience in advertising for a financial institution (preferred).
- Exceptional written, verbal, and listening skills.
- Strong organizational skills with the ability to manage multiple priorities.
Education: Bachelor's degree in Service Design, Strategic Design, Marketing, or similarly related field required. Equivalent experience or relevant certifications (e.g., CDMP) will be considered.
Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other Skills:
- Member-Centric Mindset
- Strategic Thinking & Problem Solving
- Data Analysis & Insight Generation
- Collaboration & Relationship Building
- Communication & Storytelling
- Change Leadership
Physical Requirements:
- Regularly required to sit, stand, and operate office equipment.
- Near visual acuity needed for computer work.
- Occasionally may need to lift up to 20 lbs.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
