Members Cooperative Credit Union Hiring for Customer Insights – Customer Experience – MX Insights Manager (Remote 100%) Job at Minneapolis, MN Full Time

Customer Insights (CX)! MX Insights Manager (Remote 100% MN/WI)

Come join our Member Experience Department as as our Member Experience (MX) Insights Manager!

Applicants seeking remote work must live in Minnesota, Wisconsin, Illinois, or Indiana

#Remote – Remote 100%

The Member Experience (MX) Insights Manager will focus on leading research initiatives for the credit union and operationalizing insights to action that drive member-focused change. This position is a critical role on the MX team which will drive improvements in the overall member experience. The MX Research + Insights Manager will help deliver a best-in-class member experience across all touch points of the member journey.

Responsibilities

• Research, analyze, and interpret data from multiple sources to deliver best-in-class insights that drive measurable experience improvements across all touch points throughout the member journey
• Lead custom member research to gain understanding of the end-to-end member experience
• Partner cross-functionally to understand the research needs of the organization
• Design and develop research projects to act on research objectives
• Facilitate qualitative research by leading member interviews, focus groups and future member communities
• Partner with the MX Analyst to design and develop quantitative and qualitative research through surveys and ethnographies
• Analyze and interpret both quantitative and qualitative methodologies to tell a story
• Serve as a subject matter expert when it comes to journey mapping projects by collaborating cross-functionally and reporting on key insights & recommendations
• Define what members value and develop strategies and tactics on how to close the gap between current and future state
• Design processes for assessing feedback and insights, prioritizing the effort and impact, and tracking results through key performance indicators and business outcomes
• Develop, launch, and maintain an insight to action program to operationalize the voice of the member and research insights captured to drive meaningful action within the credit union
• Utilize six sigma, lean or agile practices to drive insight to action
• Develop and manage the MX scorecards to continually track progress
• Create communications and presentations summarizing key member insights, trends, and recommendations.
• Partner with the business units to continuously improve the credit union’s survey processes and experience
• Continuously research and recommend innovative products, solutions and process improvements that will differentiate the credit union in the marketplace
• Report on research findings using a variety of formats based on the audience and needs of the organization
• Other duties as assigned

Qualifications

• Bachelor’s degree required
• 5+ years’ experience in customer experience, research, journey mapping and project management working with both quantitative and qualitative data with customer/member feedback platforms preferred
• Financial services experience a plus
• Advanced proficiency with Excel and PowerPoint
• Strong organization skills with the ability to manage multiple tasks simultaneously within a continually changing environment
• Must be able to interact and communicate with individuals at all levels of the organization
• Qualtrics experience a plus
• Strong communication and presentation skills

Preferred Abilities/Knowledge: Voice of Member, Customer Insights, NPS, Qualtrics, Member Insights, VOC, CX/MX, Journey Mapper, Storyteller, Philomath

Members Cooperative Credit Union is an Equal Employment Opportunity Employer

Job Type: Full-time

Pay: $45.66 – $50.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement

Schedule:

• Monday to Friday

Application Question(s):

• Do you live/reside in Minnesota, Wisconsin, Illinois, or Indiana?

Education:

• Bachelor’s (Required)

Work Location: One location