Member Experience Designer

Job Description:

Position Summary:

Member Experience Designer is responsible for leading the ideation, development, and implementation of innovative service experiences for our members across all products and delivery channels. The incumbent will focus on translating customer insights into actions, facilitating workshops, and guiding journey mapping projects. The incumbent will play a pivotal role in shaping the service design landscape of our organization, working closely with cross-functional teams to embed Service Design Thinking and Human-Centered Design methodologies, leveraging techniques like Journey Mapping / Management, design principles / heuristics adherence, and behavioral science. The Member Experience Designer represents the voice of the member in operational initiatives and lays the groundwork for future strategic developments. The incumbent serves as a key thought leader for Everwise who will lead and support the credit union's dedication to financial health and wellbeing of its members, employees and communities served.

Primary Responsibilities and Duties:

• Lead and facilitate workshops for service design, journey mapping, and service blueprinting to transform member experiences and evangelize member-centric thinking in the organization's culture. Champion the implementation of service design improvements through the enterprise change management processes.
• Develop and execute qualitative research projects to understand member needs, pain points, and opportunities for improvement.
• Support the development of self-service employee tools to create member-first experience consistency throughout the organization, inclusive of projects outside of the experience design team's purview.
• Collaborate with product, channel, and operations teams to prioritize service design initiatives and ensure alignment with organizational objectives.
• Function as a cultural change agent, assisting in the definition and launch of initiatives, bringing industry best practices, innovation, and thought leadership to the practice of customer experience strategy.
• Create and maintain strong relationships with both physical (Retail and Contact Center) and digital teams to ensure a seamless multi-touchpoint experience.
• Analyze member feedback and leverage member experience analytics to identify and address critical pain points in member journeys, engaging with business stakeholders to identify and understand member and employee experience contexts.
• Champion the balance of employee and member experiences simultaneously to ensure services are effective for all stakeholder needs and developed with sustainability as a priority.
• Function as a customer experience storyteller, taking a narrative approach to convey the customer's emotional and transactional journey, inclusive of their context within the credit union and activities they do on the periphery.
• Implement the strategy, oversee the portfolio of services and offerings, and maintain vendor partner relationships to fulfill the Credit Union's dedication to financial health and wellbeing. Collaborate with marketing and internal partners on program execution.
• Execute the Member Experience Design of any new targeted member segments that is defined by the evolution of the strategy of the credit union.
• Stays current in the industry and with benchmark credit unions on the latest industry trends and solutions in financial wellbeing solutions and offerings.
• Assume additional responsibilities as necessary for the continued growth and advancement of the organization.

Knowledge/Skills:

• Exceptional facilitation skills with the ability to lead diverse groups through complex design processes and meet them at their level of readiness.
• Proven ability to educate, inspire, and drive organizational change.
• Knowledge of process improvement and change management methodologies.
• Demonstrated understanding of operationalizing design work to impact tangible changes.
• Strong written and oral communication skills tailored to varying audiences.
• Ability to influence and build consensus without direct authority.
• Collaborative team player with the ability to work independently.
• Effective time and project management skills.
• Proven track record of executing projects and meeting deliverable commitments.
• Desire for continuous learning and improvement of methodologies.
• Executive presence and emerging thought leadership in service design or customer experience strategy.
• Strong critical thinking, decision making, and problem-solving skills.
• Experience in leading, developing, and coaching team members to achieve success.
• Conflict management and resolution skills.

Minimum Requirements:

• Bachelor's degree, preferably in a related field such as business, design (User Experience, Industrial Design, Behavioral Design), behavioral sciences or equivalent work experience, required.
• 4+ years of relevant experience in journey management, service design, UX research, or a related field, preferred.
• 2+ years of experience leading workshops or facilitating collaborative sessions, preferred.
• Formal training in Service Design Thinking or similar Human-Centered Design methodologies is preferred.
• Familiarity with formal voice of customer (VOC) feedback programs and experience connected to qualitative research and design, preferred.
• Formal Agile training and Customer Experience certification, preferred.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.