Description About Us We're in the business of people helping people and you can help us change lives just by working here. Whether it's helping a member make a transaction, buy their first home, or improve their financial wellness one step at a time - you have an impact on their lives just by working here, no matter what your position may be. Work with us - and be part of something bigger than banking. In exchange for your time and talents, we offer generous benefits. After all, you make us awesome, so we take care of you with things like... 401k Plan, and 401k matching contributions Excellent dental, vision, and supplemental coverage Flexible Paid Time Off (PTO), Volunteer Time Off (VTO), and Wellness Time Off (WTO) Wellness program Lifestyle Spending Account (LSA) - which includes Student Loan Repayment or Tuition Reimbursement Employee recognition program Educational incentives ...and more!

At Visions, we do, and will continue to, treat all of our employees fairly and with complete respect, regardless of race, ethnicity, gender, and any other differences. We strive to celebrate the diversity of our employees, as they are part of the fabric of this great credit union. Title of Position: Member Experience Officer Position Type: Full-Time. Typical shifts include Monday through Friday 8:00AM to 5:00PM. Compensation Range: $28.00/hr. - $36.50/hr . *Hiring rates may be dependent on a number of factors, including years of directly related work experience, education, geographic location or special skills* Location: Position is on-site at our Corporate Headquarters located at 3301 Country Club Road in Endwell, NY. Hybrid opportunity available once training is completed. At this time, Visions Federal Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). If you need sponsorship now or in the future, look for this statement in the job description before you apply: Visions Federal Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position. If this is not listed in the job description, Visions Federal Credit Union will not provide sponsorship for the candidate to work in the United States. Responsibilities/Duties: Develop and lead the execution of a comprehensive member experience strategy. Align member experience initiatives with organization goals and values. Serve as a key voice in discussions regarding member engagement and satisfaction. Map and optimize the end-to-end member journey. Identify and implement innovative solutions to enhance member interactions. Lead service design initiatives using human-centered design principles. Partner with Marketing, Operations, IT, and frontline teams to ensure a consistent and cohesive member experience. Lead cross-functional projects that improve service delivery and member satisfaction. Oversee the collection and analysis of member feedback through surveys, NPS, focus groups, and other channels. Translate insights into actionable strategies and improvements. Advocate for the member perspective in all organizational decisions. Define and track key performance indicators (KPIs) related to member experience. Regularly report on progress, trends, and opportunities to management. Provides departmental back-up coverage as needed. Respond effectively to changing ideas, responsibilities, expectations, trends, strategies, and other processes. Provides training documentation for new branch users of the Lobby Tracking system. Demonstrate a commitment to diversity, equity, inclusion, and belonging through continuous development, modeling inclusive behaviors, and proactively managing bias. Perform other duties needed to help fulfil our mission, drive our strategy, and support our organization's values.

Minimum Qualifications & Experience: An associate degree with 1-3 years relevant experience; 5-7 years related experience may be considered without a degree. Proven ability to lead cross-functional teams and drive organizational change. Proficient in the Microsoft Office Suite programs. Proficient with standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, PCs, etc. Visions remains committed to the aspects of diversity and inclusion and will consider alternative education and experience.

Preferred Qualifications & Experience: Bachelor's degree in financial related field. Strong understanding of journey mapping, service design and experience management tools. Passion for delivering exceptional service and creating meaningful member relationships. Empathy-driven mindset with a deep understanding of member needs and behaviors.

We're more than banking. You can be, too. #ClaimYourSeat Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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