Director, Member Experience
2 days ago
San Francisco
Job DescriptionWhere it all began… In 1951 SF Fire Credit Union first opened its doors from a modest 10′ × 15′ office space in 17 Engine. It was from those humble beginnings—where everyone pitched in to help one another in their community—that the organization forged its way of business forever. Today, the San Francisco-based credit union has grown to $1.7B in assets and a membership that extends from the regional firefighters we trace our roots back to throughout our many neighbors in San Francisco, San Mateo and Marin Counties. Our members benefit from the ideas and principles that have shaped us: Shared trust, continuous innovation of products and services, competitive rates, and excellent member service. These qualities foster a true sense of member-ownership and strengthen the credit union’s bond with the people for whom this credit union was created. What we stand for… There are a few things we look for those we hire at SF Fire Credit Union, regardless of role or team. First, do they align with our values? Be Personal – Walk the Member/Employee Path Be a Leader – Empower, Collaborate, Own Be Outside the Box – Innovate, Educate, Engage Be Real – Integrity and Transparency Matter Be the Connection – Serve our Community Second, will they thrive in a culture like ours, where we default to trust, embrace feedback, and desire to innovate? Finally, do they share our vision to help empower members to accomplish their dreams and build lasting financial security in whatever way is most relevant to their role? What it feels like… Most days it feels more like going to work with a big family. Whether it’s a pot luck lunch, baking birthday cakes for colleagues in the kitchen, or after-hours get together, we’re here to do a great job and have a good time while doing it! We value a good sense of humor, are motivated by a higher purpose, and always bring an “in-this-together” attitude. While we’re driven to do great work, we also value real work/life balance. Where it all began… In 1951 SF Fire Credit Union first opened its doors from a modest 10′ × 15′ office space in 17 Engine. It was from those humble beginnings—where everyone pitched in to help one another in their community—that the organization forged its way of business forever. Today, the San Francisco-based credit union has grown to $1.7B in assets and a membership that extends from the regional firefighters we trace our roots back to throughout our many neighbors in San Francisco, San Mateo and Marin Counties. Our members benefit from the ideas and principles that have shaped us: Shared trust, continuous innovation of products and services, competitive rates, and excellent member service. These qualities foster a true sense of member-ownership and strengthen the credit union’s bond with the people for whom this credit union was created. What we stand for… There are a few things we look for those we hire at SF Fire Credit Union, regardless of role or team. First, do they align with our values? Be Personal – Walk the Member/Employee Path Be a Leader – Empower, Collaborate, Own Be Outside the Box – Innovate, Educate, Engage Be Real – Integrity and Transparency Matter Be the Connection – Serve our Community Second, will they thrive in a culture like ours, where we default to trust, embrace feedback, and desire to innovate? Finally, do they share our vision to help empower members to accomplish their dreams and build lasting financial security in whatever way is most relevant to their role? What it feels like… Most days it feels more like going to work with a big family. Whether it’s a pot luck lunch, baking birthday cakes for colleagues in the kitchen, or after-hours get together, we’re here to do a great job and have a good time while doing it! We value a good sense of humor, are motivated by a higher purpose, and always bring an “in-this-together” attitude. While we’re driven to do great work, we also value real work/life balance. Is This the Career for You? The Director of Member Experience will serve as a cross-functional leader responsible for designing and championing exceptional member experiences across all touchpoints. This individual will lead the creation and implementation of member journey maps, ensuring that all organizational decisions – spanning systems, processes, product development, branch design, and branding – align with a holistic member-first perspective. This leader will act as a senior advocate for the member voice, embedding it into strategy and execution while influencing leaders across functions. This leadership role is designed to bring both strategic vision and practical execution to advancing the credit union’s mission. It requires significant experience in member experience, operations, service design, and the proven ability to influence peers across technology, operations, marketing, product, and frontline delivery. What You’ll Be Doing Member Journey + Experience Strategy • Lead the design and execution of member journey maps across digital, branch, lending, payments, and contact center channels., • Identify friction points and partner with business leaders to deliver seamless, intuitive, and consistent member interactions., • Continually examine member needs across delivery channels and recommend changes that result in improved experiences.Cross-Functional Leadership, • Function as a cultural change agent that is responsible for driving a “members first” thought process across the organization., • Collaborate with technology, operations, retail, lending, marketing, and facilities to align processes, systems, and projects with member needs., • Partner with branch leadership on transformation efforts to align physical space design with evolving member expectations., • Work closely with marketing and product teams to ensure that branding, campaigns, and new product/service launches reflect member-focused design principles.Data-Driven Insights + Continuous Improvement, • Leverage data, analytics, and member feedback to monitor satisfaction, NPS, and other KPIs tied to the member experience., • Use predictive analytics and insights to proactively identify opportunities for deeper engagement and stronger relationships., • Establish a consistent feedback loop with frontline teams to embed insights and best practices across all channels.Operational Alignment, • Partner with operations to standardize service levels, ensuring consistency across all channels., • Contribute to centralizing and modernizing service processes to improve quality, efficiency, and accountability., • Support training, change management, and communication to ensure teams are equipped to deliver exceptional experiences.Leadership + Culture, • Serve as the internal champion for the member voice, influencing executives and leaders to prioritize member-first decision making., • Lead and facilitate key meetings with peer leaders and the Executive Management Team to gain alignment of organizational KPIs that improve member experience., • Responsible for continually bringing industry best practices, innovation, and thought leadership to the member experience space., • Foster a culture of accountability, transparency, and continuous improvement.Other duties as assigned. What We Look For In You 10+ years of leadership experience in member experience, operations, retail delivery, or service design within financial services or another service-driven industry. EDUCATION: A bachelor’s degree in business, strategy, or related field is required-advanced degree is preferred. GENERAL SKILLS AND ABILITIES: Must be self-motivated, disciplined, able to work on own initiative, take responsibility for own work, and be committed to the achievement of excellence. Capable of excelling and leading others in a dynamic, fast-paced, growin environment with significant regulatory demands and oversight. Exceptional analytical, conceptual, and problem-solving abilities COMPUTER SKILLS: Proficient use of a personal computer is expected, including working knowledge of Microsoft Office products, with advanced capabilities in Microsoft Excel and Microsoft Word. A candidate will also possess the ability to quickly learn specialized software applications. COMPENTENCIES: • Demonstrated success in journey mapping, design thinking, and cross-functional change leadership., • Strong understanding of digital banking, branch transformation, and contact center strategies., • Proven ability to use data and analytics to inform strategy and measure impact., • Experience leading organizational change and embedding a member-first culture across functions., • Strategic thinker with hands-on execution skills., • Collaborative, empathetic, and member-focused leader with strong influencing skills., • Exceptional communication and interpersonal skills, with the ability to translate complex strategies into actionable initiatives., • Analytical mindset with the ability to leverage data and insights to inform service and member retention strategies., • Commitment to the credit union’s mission, values, and member-first approach., • Adaptability and the ability to thrive in a dynamic and fast-paced environment.Note: This job description is non-contractual, or an exhaustive list and it may be added to or changed to from time to time. Salary This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At SFFCU, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for the San Francisco Market is an annual salary of $141,500 to $190,000. OUR BENEFITS We have a competitive compensation and benefits package, but the true reward of working for SF Fire Credit Union goes beyond what you’ll see on a pay-stub. We genuinely care our employees and we strive to invest in their professional and personal growth. We’re a relatively small organization at about 200 employees, so you can see the impact of your efforts and the value your contributions bring to our members and fellow employees. • 401(k) and Employer Match, • Health, Vision, Dental and Life Insurance, • Annual Incentive/Bonus Program, • Tuition Reimbursement Program, • 11 Paid Holidays + Competitive PTO package, • Home & Consumer Loan Program (Discounted Rates), • Professional development and training programs, • On-demand personal coaching resource, • Wellness Program (Discounted Gym Membership)“Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.” Powered by JazzHR tpMy5sFtkM