Director of Member Insights

Boeing Employees' Credit Union•Tukwila, WA

9d•$135,100 - $250,600

About The Position

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits? Our “people helping people” philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference. While we’re proud of our history, we’re even more excited about our future. With business and technology transformation on the horizon, there’s never been a better time to be part of BECU. IMPACT YOU’LL MAKE: As the Director of Member Insights , you’ll lead BECU’s Voice of Member (VoM) program, transforming member feedback into strategic action. Your leadership will foster a member-centric culture, driving loyalty and satisfaction while aligning with BECU’s mission. You’ll be the catalyst for meaningful change, ensuring every member interaction contributes to our collective success. This isn’t just about ticking off tasks on a list. It's about making a significant, positive change in BECU’s journey, where your contributions are valued, and your growth is continually fostered.

Requirements

Bachelor's degree in business, marketing, statistics, or related field
Minimum 8 or more years of experience in member experience, market research, or voice of customer programs.
Minimum 5 or more years of management experience leading teams and complex programs.

Nice To Haves

Master’s degree preferred.
Demonstrated expertise in member experience measurement methodologies, including Experience with text analytics and sentiment analysis techniques to derive insights from unstructured feedback.
Strong understanding of survey design, data collection methods, and statistical analysis.
Experience with CX technology platforms and analytics tools, including Medallia and / or Qualtrics.
Proven track record of translating member insights into business improvements.
Excellent communication and presentation skills with the ability to influence senior leaders.
Strong project management skills and ability to lead cross-functional initiatives.

Responsibilities

Lead VoM Strategy : You’ll develop and execute a comprehensive Voice of Member strategy that aligns with BECU’s business goals.
Measure Experience : You’ll establish and manage key metrics like NPS, CSAT, and CES to set data-driven goals.
Map Member Journeys : You’ll create journey mapping initiatives to uncover and improve member experiences.
Integrate Feedback : You’ll design and manage feedback systems across all member touchpoints.
Collect Insights : You’ll oversee surveys, interviews, focus groups, and digital platforms to gather member feedback.
Close the Loop : You’ll implement feedback processes at operational, tactical, and strategic levels.
Establish Governance : You’ll create policies and standards to guide the VoM program.
Deliver Insights : You’ll share actionable insights across the organization to drive improvements.
Manage Partnerships : You’ll maintain relationships with technology vendors and research partners.
Ensure Compliance : You’ll uphold data privacy and information security standards.
Analyze Feedback : You’ll translate raw feedback into insights and connect it to business metrics.
Predict Outcomes : You’ll develop models linking member feedback to business results.
Spot Trends : You’ll identify opportunities to enhance member experience and create value.
Report Strategically : You’ll craft executive-level reports to share insights organization-wide.
Collaborate Cross-Functionally : You’ll advocate for member-centricity across departments.
Build Capabilities : You’ll help teams integrate member insights into decision-making.
Plan for Growth : You’ll maintain a roadmap for VoM program maturity.
Partner with Leadership : You’ll collaborate with executives to prioritize and fund initiatives.
Support Additional Needs : You’ll perform other duties as assigned.