Director of Experience Insights & Improvement

Job Title

Director of Experience Insights & Improvement

Job Description

At Grow Financial Federal Credit Union, we believe in service to our 300,000 members, 600 team members, and local communities. We're not just your average bank. We're a credit union, owned by our members and dedicated to serving people, not profit. We know that happy, engaged people provide the best service, so we live by our mantra : Be Bold. Be Great. Have Fun. Consistently named a Top Workplace by the Tampa Bay Times among multiple national awards we strive to develop a diverse, collaborative culture where you can grow personally and professionally.

Our "work from where you do your best work" strategy provides flexibility to our team members who currently reside across the U.S. with a variety of remote, hybrid, and in-person roles. We enjoy plenty of opportunities to stay connected through video collaboration, digital tools, community service initiatives, and numerous activities. Whether you thrive in a remote setting, prefer the energy of in-person collaboration, or seek a balance between the two, you'll find your fit here. Join us as we seek to make things grow people, communities, money, and dreams.

Grow Financial is headquartered in Tampa, FL. For remote roles, candidates must be located in the following states : AL, AZ, AR, DE, FL, GA, ID, IN, IA, KS, KY, LA, MS, MO, MT, NE, NH, NC, ND, OH, OK, PA, SC, SD, TN, TX, UT, VA, WV, WI, WY.

Some of our benefits / perks :

• Remote / Work From Home Available
• Medical / Dental / Vision Insurance
• Employee discount on loans
• Tuition Reimbursement of up to $5,250 per year
• Paid Time Off 15 days / year & over 10 Paid Holidays
• Paid Volunteer Days
• Retirement Benefits (401K)
• Growth Potential

Responsibilities

The Director of Experience Insights & Improvement is responsible for building a comprehensive view of member and team member experiences across the organization. This highly collaborative role will work with team members across the Credit Union to aggregate, analyze, and prioritize opportunities for improvement, drawing from NPS surveys, member complaints, and team member innovation suggestions. By documenting, categorizing, and evaluating the benefits and risks associated with each opportunity, this strategic leader will provide clear direction on where to focus future improvements. Supervises the Member Experience Specialist who manages the NPS program, ensuring insights are translated into actionable initiatives. Through disciplined prioritization and transparent tracking, this role will help the organization focus on the changes that matter most to members and team members.

Qualifications

Required Skills / Experience :

Physical Demands

Work Environment

An Equal Opportunity Employer Minorities / Females / Veteran / Disabled