Empower Federal Credit Union
Member Experience Manager (Hybrid in Syracuse, NY)
Empower Federal Credit Union, New York, New York, us, 10261
Member Experience Manager (Hybrid in Syracuse, NY)
1 Member Way, 1 Member Way, Syracuse, New York, United States of America Overview
Role: The Member Experience Manager is the organization’s champion for the Voice of the Member, ensuring that feedback, insights, and data shape strategic decisions, service enhancements, and member engagement initiatives. This role leads the overall member research strategy, manages ongoing listening programs, and partners across departments to design and deliver exceptional, seamless member experiences. The Manager oversees journey mapping, digital experience evaluation, and cross-functional collaboration to embed a member-first mindset in every channel and touchpoint. Location: Our headquarters are based in Syracuse, NY. We work in a hybrid model requiring a minimum of 5 days in office per month. Salary: The annual salary range for this position is $83,502.02 - $125,253.03. Empower FCU offers benefits including medical and dental insurance, 401K with employer match, paid time off, holiday pay, and more. Essential Functions & Responsibilities
30% Voice of the Member Leadership Serve as the primary advocate for member needs, preferences, and feedback in organizational planning and decision-making. Translate member insights into actionable strategies for product, service, and process improvement. Conduct deep-dive analysis of survey, focus group, and other feedback sources to drive organization-wide improvements. 20% Committee & Cross-Functional Collaboration Serve as liaison to the Member Experience Committee, ensuring alignment between committee initiatives and organizational strategy. Partner with leaders across Marketing, Operations, Digital Services, and other functions to embed member-first thinking into products, services, and communications. 20% Member Research Strategy & Insights Develop, manage, and continuously improve the member research program, including: • Member Pulse Surveys to measure satisfaction, loyalty, and sentiment. • Departmental/Functional Transaction Surveys for key service touchpoints. • Member Focus Groups for in-depth feedback on initiatives, products, or services. Analyze quantitative and qualitative data to identify trends, priorities, and improvement opportunities. Track and benchmark satisfaction metrics (e.g., NPS, CES) and present insights dashboards to cross-functional leadership. Own KPIs tied to member satisfaction, engagement, and research participation, ensuring timely reporting and follow-through 10% Journey Mapping & Experience Design Lead journey mapping sessions to understand experiences across channels, identify friction points, and propose solutions. Partner with stakeholders to redesign or enhance experiences based on mapping outcomes. Design and deliver training on member-centric service excellence, journey outcomes, and applying research insights. 10% Digital Member Experience & UX Testing Oversee evaluation of the digital member experience, including UX testing for web, mobile, and other digital channels. Manage usability studies and translate findings into intuitive, accessible, and member-friendly digital solutions. Provide guidance, coaching, and support to the Member Experience Marketing Specialist, ensuring alignment with research and engagement objectives. Model Empower FCU’s Purpose, Values, Strategic Pillars, and Leadership Excellence Competencies. Foster a culture of curiosity, responsiveness, and continuous improvement. Perform all other duties as assigned. Performance Measurements
See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually. Knowledge and Skills
Experience:
5 to 8 years of experience in Service Design, Strategic Design, Marketing, etc. 5+ years in Design Thinking/Human-Centered Design, marketing research, or related roles, preferably in financial services or member-based organizations. 2-3+ years of team leadership experience. Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals to communicate ideas and designs to diverse groups of stakeholders. Proven ability to design, execute, and interpret research studies (surveys, focus groups, usability testing). Strong analytical skills with the ability to translate data into actionable insights. Demonstrated cross-functional influence and project leadership. Experience in advertising for a financial institution (preferred). Exceptional written, verbal, and listening skills. Strong organizational skills with the ability to manage multiple priorities. Education:
Bachelor’s degree in Service Design, Strategic Design, Marketing, or similarly related field required. Equivalent experience or relevant certifications (e.g., CDMP) will be considered. Interpersonal Skills:
Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Other Skills
Member-Centric Mindset Strategic Thinking & Problem Solving Data Analysis & Insight Generation Collaboration & Relationship Building Communication & Storytelling Physical Requirements
Regularly required to sit, stand, and operate office equipment. Near visual acuity needed for computer work. Occasionally may need to lift up to 20 lbs. Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Empower Federal Credit Union is an equal opportunity employer and does not discriminate on the basis of race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, marital status, ancestry, citizenship status, physical or mental disability, genetic information, status in the uniformed services, or any other basis protected by applicable law. Empower FCU will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities. If you need a reasonable accommodation pursuant to the ADA, contact us using the methods listed below. 1 Member Way, 1 Member Way, Syracuse, New York, United States of America
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1 Member Way, 1 Member Way, Syracuse, New York, United States of America Overview
Role: The Member Experience Manager is the organization’s champion for the Voice of the Member, ensuring that feedback, insights, and data shape strategic decisions, service enhancements, and member engagement initiatives. This role leads the overall member research strategy, manages ongoing listening programs, and partners across departments to design and deliver exceptional, seamless member experiences. The Manager oversees journey mapping, digital experience evaluation, and cross-functional collaboration to embed a member-first mindset in every channel and touchpoint. Location: Our headquarters are based in Syracuse, NY. We work in a hybrid model requiring a minimum of 5 days in office per month. Salary: The annual salary range for this position is $83,502.02 - $125,253.03. Empower FCU offers benefits including medical and dental insurance, 401K with employer match, paid time off, holiday pay, and more. Essential Functions & Responsibilities
30% Voice of the Member Leadership Serve as the primary advocate for member needs, preferences, and feedback in organizational planning and decision-making. Translate member insights into actionable strategies for product, service, and process improvement. Conduct deep-dive analysis of survey, focus group, and other feedback sources to drive organization-wide improvements. 20% Committee & Cross-Functional Collaboration Serve as liaison to the Member Experience Committee, ensuring alignment between committee initiatives and organizational strategy. Partner with leaders across Marketing, Operations, Digital Services, and other functions to embed member-first thinking into products, services, and communications. 20% Member Research Strategy & Insights Develop, manage, and continuously improve the member research program, including: • Member Pulse Surveys to measure satisfaction, loyalty, and sentiment. • Departmental/Functional Transaction Surveys for key service touchpoints. • Member Focus Groups for in-depth feedback on initiatives, products, or services. Analyze quantitative and qualitative data to identify trends, priorities, and improvement opportunities. Track and benchmark satisfaction metrics (e.g., NPS, CES) and present insights dashboards to cross-functional leadership. Own KPIs tied to member satisfaction, engagement, and research participation, ensuring timely reporting and follow-through 10% Journey Mapping & Experience Design Lead journey mapping sessions to understand experiences across channels, identify friction points, and propose solutions. Partner with stakeholders to redesign or enhance experiences based on mapping outcomes. Design and deliver training on member-centric service excellence, journey outcomes, and applying research insights. 10% Digital Member Experience & UX Testing Oversee evaluation of the digital member experience, including UX testing for web, mobile, and other digital channels. Manage usability studies and translate findings into intuitive, accessible, and member-friendly digital solutions. Provide guidance, coaching, and support to the Member Experience Marketing Specialist, ensuring alignment with research and engagement objectives. Model Empower FCU’s Purpose, Values, Strategic Pillars, and Leadership Excellence Competencies. Foster a culture of curiosity, responsiveness, and continuous improvement. Perform all other duties as assigned. Performance Measurements
See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually. Knowledge and Skills
Experience:
5 to 8 years of experience in Service Design, Strategic Design, Marketing, etc. 5+ years in Design Thinking/Human-Centered Design, marketing research, or related roles, preferably in financial services or member-based organizations. 2-3+ years of team leadership experience. Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals to communicate ideas and designs to diverse groups of stakeholders. Proven ability to design, execute, and interpret research studies (surveys, focus groups, usability testing). Strong analytical skills with the ability to translate data into actionable insights. Demonstrated cross-functional influence and project leadership. Experience in advertising for a financial institution (preferred). Exceptional written, verbal, and listening skills. Strong organizational skills with the ability to manage multiple priorities. Education:
Bachelor’s degree in Service Design, Strategic Design, Marketing, or similarly related field required. Equivalent experience or relevant certifications (e.g., CDMP) will be considered. Interpersonal Skills:
Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Other Skills
Member-Centric Mindset Strategic Thinking & Problem Solving Data Analysis & Insight Generation Collaboration & Relationship Building Communication & Storytelling Physical Requirements
Regularly required to sit, stand, and operate office equipment. Near visual acuity needed for computer work. Occasionally may need to lift up to 20 lbs. Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Empower Federal Credit Union is an equal opportunity employer and does not discriminate on the basis of race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, marital status, ancestry, citizenship status, physical or mental disability, genetic information, status in the uniformed services, or any other basis protected by applicable law. Empower FCU will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities. If you need a reasonable accommodation pursuant to the ADA, contact us using the methods listed below. 1 Member Way, 1 Member Way, Syracuse, New York, United States of America
#J-18808-Ljbffr