Member Experience Process Owner

Position Title: Process Owner, Member Experience

Position Summary:

The Member Experience (MX) Process Owner is responsible for ensuring that all Agile Pod initiatives align with the broader member experience strategy defined by MX leadership. Acting as a strategic liaison, the MX Process Owner embeds experience-first thinking into cross-functional Agile teams, champions consistent member journey design, and ensures the voice of the member is represented in decision-making. This role bridges the gap between day-to-day execution and long-term experience strategy, maintaining consistency, continuity, and clarity across member-facing improvements.

Essential Duties and Responsibilities:

Omnichannel Member Experience:

* Serve as the primary member experience representative embedded in Agile Pods, ensuring initiatives align with the enterprise member experience strategy.

* Collaborate with product owners, designers, and developers to advocate for experience-first decisions and unified journey experiences.

* Translate strategic journey frameworks into pod-level priorities, identifying gaps, redundancies, and dependencies.

* Ensure experience insights, member feedback, and NPS/VoC data are integrated into sprint planning and solution design.

* Partner with the Manager of Member Experience to report on alignment status, progress, and impact of pod-based initiatives.

* Maintain and evolve experience standards and journey blueprints as part of backlog grooming and sprint execution.

* Facilitate experience review checkpoints during Agile ceremonies (e.g., retros, reviews, planning) to assess member impact.

* Identify opportunities for cross-pod collaboration to create consistent and seamless end-to-end member experiences.

* Champion design thinking, accessibility, and personalization within Agile delivery workflows.

• Support ongoing training and experience enablement for pod team members.

Minimum Qualifications:

Education:

• Bachelor's degree in business, MIS, marketing, data analytics, or related field or commensurate experience.

Experience:

• 3+ years of progressive leadership experience in experience design, digital strategy, or data-driven MX roles.

Knowledge, Skills, and Abilities:

• Strong understanding of member/customer journey design and omnichannel experience principles.
• Working knowledge of Agile methodologies and product delivery lifecycles.
• Ability to interpret VoC/NPS data and integrate insights into team workflows.
• Excellent interpersonal and facilitation skills to work across cross-functional teams.
• Detail-oriented with the ability to manage priorities across multiple initiatives.
• Familiarity with journey mapping tools and Agile collaboration tools (e.g., Miro, Jira, Confluence).

Physical Demands and Work Environment:

(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.
• Our company offers a dynamic hybrid work arrangement, which requires three days on-site work. Our retail roles are required to be onsite at the branch locations.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.