We are looking for a Senior Manager, Member Experience to lead initiatives that enhance the overall experience for credit union members. In this role, you will serve as a champion for member satisfaction, leveraging insights to drive strategic changes and optimize key interactions. If you have a passion for improving customer journeys and a strong analytical mindset, this position in Edgewood, Maryland, offers the opportunity to make a meaningful impact.<br><br>Responsibilities:<br>• Lead efforts to identify trends and root causes impacting member satisfaction, transforming insights into actionable strategies.<br>• Advocate for the member perspective in organizational initiatives, ensuring alignment with the credit union’s mission and values.<br>• Facilitate workshops and training sessions to foster empathy and deepen understanding of the member experience.<br>• Collaborate with teams across operations, digital, marketing, and lending to address friction points and enhance the member journey.<br>• Prioritize improvements based on organizational goals and member satisfaction metrics, ensuring impactful results.<br>• Develop and maintain journey maps and experience blueprints to guide optimization efforts across various channels.<br>• Establish and monitor key experience metrics, including Member Satisfaction and Net Promoter Score, to track progress.<br>• Analyze industry benchmarks and member feedback to recommend improvements and stay ahead of competitors.<br>• Present insights and recommendations to executive leadership and the board, supporting informed decision-making.<br>• Drive initiatives to expand the diversity and volume of member feedback sources, using advanced tools like AI for deeper analysis.

• Minimum of five years of experience in member experience, customer journey mapping, or related roles.<br>• Proven ability to conduct qualitative research and analyze customer experience data.<br>• Expertise in developing and utilizing journey maps and experience blueprints.<br>• Strong analytical skills, with experience in customer experience metrics such as Member Satisfaction and Net Promoter Score.<br>• Ability to lead cross-functional teams and drive collaborative solutions.<br>• Excellent communication skills, including the ability to present findings to senior leadership.<br>• Proficiency in leveraging AI tools and manual analysis to derive actionable insights.<br>• Familiarity with industry benchmarks and trends within financial services.

<h3 class="rh-display-3--rich-text">Innovation starts with people.^®</h3> <p>Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.</p> <p>Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. <a href="https://www.roberthalf.com/us/en/mobile-app" target="_blank">Download the Robert Half app</a> and get 1-tap apply, notifications of AI-matched jobs, and much more.</p> <p>All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit <a href="https://roberthalf.gobenefits.net/" target="_blank">roberthalf.gobenefits.net</a> for more information.</p> <p>© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to <a href="https://www.roberthalf.com/us/en/terms">Robert Half’s Terms of Use</a>.</p>