BECU

Director of Member Insights

BECU

full-time

Posted on:

Location Type: Remote

Location: Idaho • Oregon • United States

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Salary

💰 $135,100 - $250,600 per year

Job Level

Lead

About the role

  • 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.

Requirements

  • Typically requires a Bachelor's degree in business, marketing, statistics, or related field; Master's degree preferred.
  • Typically requires 8 or more years of experience in member experience, market research, or voice of customer programs.
  • Typically requires 5 or more years of management experience leading teams and complex programs.
  • 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.
Benefits
  • 401(k) Company Match (up to 3%)
  • 4% annual contribution to your 401(k) by BECU
  • Medical, Dental and Vision (family contributions as well)
  • PTO Program + Exchange Program
  • Tuition Reimbursement Program
  • BECU Cares volunteer time off + donation match
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
member experience measurementtext analyticssentiment analysissurvey designdata collection methodsstatistical analysisfeedback systemsjourney mappingdata-driven goalsbusiness metrics
Soft Skills
communication skillspresentation skillsinfluenceproject managementcollaborationleadershipstrategic thinkinganalytical skillsrelationship managementadvocacy