Member Experience Specialist

Why Join Apple?

Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.

Additional Workplace Highlights:

• Named Top Workplaces by the Washington Post 2024
• Named Top Workplace USA 2024
• Diverse, friendly work environment, progressive management staff

Job Summary:

Under the Director of Member Experience and Research's (DMXR) supervision, follows established policies and procedures the Member Experience Specialist (MXS) is responsible for monitoring, analyzing, reporting and ongoing maintenance of the Voice of the Member Program platforms for the credit union, as well educating staff on membership profiles and related opportunities. This role supports an organizational culture focused on MX and understanding of the member base. The MXS works with the DMXR to align overall Member Experience (MX) initiatives and prioritize key drivers and outputs, proactively sharing insights leveraged for business decisions across the enterprise to improve member engagement and achieve goals. Ideal candidates for this role have practical, proven experience with Marketing, member engagement and data interpretation and visualization, with a talent for innovative research and reporting and a passion for investigating market trends, to continually connect and advance Apple FCU's shared mission and vision. Performs duties and responsibilities in accordance with The Apple Way principles of Team Up, Serve With Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to credit union policies and procedures and regulations pertaining to the Bank Secrecy Act. Performs other duties as assigned by Marketing Management.

Essential Functions & Responsibilities:

• Support Data Analysis. Contribute to the collection, analysis and publication of Member feedback to advance MX improvements and operations. Help create visual and summative presentations of member feedback analysis and credit union performance via third party benchmark data, including the development of quarterly reports, presentations, communications, analysis, market insights, meetings and training collateral to communicate Member sentiment to department leaders, raise awareness of trends/risks/opportunities and support organizational projects and incentive plans.
• Provide TEAM goals support. Help align key MX objectives and shared stakeholder value, providing administrative support to engage member-facing and support services teams via analysis of Net Promoter Score (NPS), Member Effort Score (MES) and promotional campaigns. Provide team member and vendor partner support to promote proper surveying methods, content development and roll out of additional VOM platforms, tools, features and best practices. Manage department intranet, developing content to advance Voice of the Member initiatives.
• Monitor survey responses. Utilize case management tools to log, monitor and ensure prompt resolution of member feedback. Raise team awareness of responses on public-facing platforms, digital channels and quarterly relationship surveys, to identify trends and solicit feedback that improves the overall MX. Monitor responses to survey feedback and trends, aligned with organizational goals, tracking accountability of member requests from inception to resolution.
• Contribute to process improvements. Work with teams to streamline internal processes by evaluating workflows and identifying friction points. Provide support to communicate comprehensive feedback to staff, as needed to enhance MX operations. Aid in evaluation of Member feedback to create Member journey maps and make relevant recommendations.
• Help with general administration. Create new and manage existing NPS platform user profiles, support and monitor datafile transmission and system functionality. Administer and track committee participants via multiple channels, and aid in planning group meetings. Help increase awareness of member feedback and related opportunities by providing support for educational materials, programs and communications.
• Provide platform support. Provide operational MCIF and related database support, as needed.

Knowledge and Skills:

Experience:

Minimum three (3) years relevant Member Experience and Marketing experience, preferably in the financial services industry. Applicant must demonstrate an aptitude to navigate analytic platforms and possess strong analytic skills, report writing and presentation development, with fundamental experience presenting data visually and writing/promoting market insights succinctly. Also required is the ability to promote member feedback and engagement, the ability to develop content to engage teams in Apple's Voice of the Member program and skills to accurately track committee participants via multiple channels and experience scheduling and supporting group meetings.

Education:

BA/BS degree, preferably in Marketing, Research and Analytics or related area.

Interpersonal Skills:

Work involves personal interaction with staff/vendors for the purpose of first-level conflict resolution, building relationships and soliciting cooperation. Discussions involve a high degree of confidentiality and discretion, requiring diplomacy and tact.

Other Skills:

Experience with reporting platforms (i.e., Net Promoter Score, marketing customer information files), SharePoint content development and PC proficiency, as well as excellent organizational skills and a demonstrated ability to work independently, with personal initiative. The ability to handle multiple priorities and deadlines simultaneously is essential. Applicant must demonstrate proficiency in Microsoft Office including extensive Excel, Publisher, Canva and PowerPoint presentation skills. Additional strengths include an innovative, creative, energetic personality.

Physical Requirements:

The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, PC, copier, telephone, etc.

Work Environment:

Ability to function in a hybrid, financial institution environment. Local travel to events or branches may be required.

Apple Federal Credit Union values, encourages, and implements diversity in the workplace.

As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

All selected candidates will be subject to credit and background checks to determine employment eligibility.