VyStar Credit Union
Manager, Member Experience and Process Improvement
This job is now closed
Job Description
- Req#: R0010657
Member Experience Strategy: Develop and implement member experience strategies that align with the credit union’s goals and objectives of becoming Best in Class in Member Experience.
Process Improvement: Identify, analyze, and improve existing business processes to enhance efficiency and member satisfaction.
Member Feedback: Collect and analyze member feedback through surveys, interviews, and other channels to identify areas for improvement.
Cross-Functional Collaboration: Work closely with various departments, including Operations, IT, and Marketing, to implement process improvements and member experience initiatives.
Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of member experience and process improvement initiatives.
Training and Development: Provide training and support to employees on member experience best practices and process improvement methodologies.
Project Management: Lead and manage member experience and process improvement projects from inception to completion, ensuring timely delivery and successful outcomes.
Compliance: Ensure all member experience and process improvement initiatives comply with industry regulations and credit union policies.
All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.
Focus Focus your full attention by carefully listening to and observing your client or member.
Connect Consistently be friendly and approachable. Demonstrate you care.
Understand Listen empathetically and ask questions. (70%/30%)
Counsel Recommend solutions based on your client’s or member’s needs and objectives.
Advance Ensure that member's expectations were exceeded. Verify necessary follow-up action.
Bachelor’s Degree in Business Administration, Finance, or a related field is required.
Master’s degree is a plus.
5+ years of work experience applying Lean, LSS or Agile and other process improvement methodologies.
3+ years leading a process improvement team.
3+ experience in re-engineering controls and doing process risk assessments.
Financial Services industry experience preferred.
Strong data analytics capabilities especially cost analysis and internal/external benchmarking.
Strong leadership and team management skills.
Professional interpersonal skills, including the ability to build rapport and professionally interact at all levels with the organization.
Ability to prioritize tasks, work on multiple assignments and manage rapidly changing assignments in a team environment
Understanding of the drivers of value, including the ability to size and prioritize large scale initiatives across Businesses and Functions.
Strong communication skills and the ability to structure logical analysis in presentations.
An in-depth understanding of Excel and PowerPoint. Education & Experience
Strong analytical and problem-solving skills. Cost analysis and internal/external benchmarking
Ability to manage multiple projects and priorities simultaneously.
Proficiency in using some CX/MX platform software and other relevant tools.
Proficiency in designing flowcharts, presentations, delivering messages with impact (Story telling).
Creating clear and robust charters, requirement documents, Product frameworks, client journeys, etc.
Proficiency working and communicating high level concepts being able to cut through the noise/minutia to uncover the "big rocks" to drive change
Preferred: Six Sigma Black or Green Belt, Lean (such as CLP), Agile
At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.
We encourage you to become a part of VyStar Credit Union's family of employees.
Manager, Member Experience and Process Improvement ACCOUNTABILITY STATEMENT
As a Member Experience and Process Improvement Manager you are a dynamic and results-driven Member Experience and Process Improvement Manager to join our team at VyStar Credit Union. The ideal candidate will be responsible for enhancing member satisfaction and loyalty by analyzing and improving business processes, ensuring a seamless and positive member journey.ESSENTIAL RESPONSIBILITIES
Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.
JOB QUALIFICATIONS
EDUCATION
EXPERIENCE
KNOWLEDGE, SKILLS & ABILITIES
CERTIFICATIONS
DISCLAIMERS AND WORK ENVIRONMENT
Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.
The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.
VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.
No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.
Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.
Thank you again for your interest in this position!
VyStar Credit Union Human Resources
About the company
VyStar Credit Union is a member-owned financial cooperative that is headquartered in Jacksonville, Florida.
Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.
Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.
An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.