Member Experience Program Manager

Description

Schedule: M-F between the hours of 8:00am-6:00pm, 40 hours/week

Hybrid: 2-3 days in office

Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California.

We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available).

Summary : The Member Experience Program Manager plays a key role in supporting the execution and continuous improvement of Travis Credit Union's Member Intelligence and Voice of the Member (VoM) capabilities. This role focuses on integrating member and organizational intelligence, facilitating prioritization and governance processes, and ensuring insights are translated into coordinated actions that improve member experience and support organizational objectives.

By enabling informed decision-making, accountability, and cross-functional alignment, the Member Experience Program Manager contributes to the advancement of TCU's Member Experience strategy and continuous improvement efforts. This role helps strengthen member financial wellbeing, relationship health, and the delivery of TCU's Stellar Member Experience.

Profile:

• Owns the operational maturity, governance, and continuous evolution of the Voice of the Member (VoM) capability and supporting Member Intelligence ecosystem.
• Integrates member and organizational intelligence to support prioritization, decision-making, and continuous improvement efforts.
• Serves as the connective point between member intelligence, organizational priorities, and business execution, ensuring insights are translated into meaningful outcomes.
• Facilitates prioritization processes that balance member impact, financial wellbeing, organizational risk, business value, and strategic alignment.
• Establishes and maintains governance processes, accountability mechanisms, and reporting structures that support effective execution and organizational transparency.
• Coordinates cross-functional action planning and monitors progress to ensure improvement initiatives deliver measurable results.
• Develops executive dashboards, reporting, and decision-support materials that provide visibility into priorities, performance, and outcomes.
• Partners with leaders across the organization to align member experience priorities with business objectives and improvement initiatives.
• Oversees the optimization and effective use of listening technologies, survey platforms, vendors, and experience-management tools.
• Contributes to the advancement of Member Experience strategy, operating practices, governance standards, and capability maturity.

Not all functions/tasks are listed above; however, those listed are considered essential.

Skills:

• Governance & Operating Model Stewardship.
• Stakeholder Influence & Alignment.
• Strategic Thinking & Decision Enablement.
• Prioritization & Action Planning.
• Executive Communication & Storytelling.
• Cross-Functional Partnership & Influence.
• Member Intelligence & Experience Management.
• Continuous Improvement & Change Management.
• Vendor & Technology Relationship Management.
• Organizational Planning & Accountability.

Reporting and Experience:

Member Experience Program Manager:

• Reports directly to assigned department leadership.
• Bachelor's degree in business, marketing, communications, organizational leadership, customer experience, project management, data analytics, or related field; or an advanced degree without experience; or equivalent related work experience.
• Minimum of 2 years of related experience.
• Experience supporting governance, reporting, accountability, prioritization, or organizational improvement activities.
• Demonstrated ability to coordinate stakeholders and facilitate execution of cross-functional initiatives.

Sr. Member Experience Program Manager:

• Reports directly to assigned department leadership.
• Bachelor's degree in business, communications, organizational leadership, customer experience, project management, analytics, or related field; or a master's degree and 3 years of related experience; or equivalent related work experience.
• Minimum of 5 years of related experience.
• Advanced knowledge of Member Intelligence, Voice of the Member (VoM), governance practices, prioritization methodologies, and continuous improvement principles.
• Demonstrated experience facilitating cross-functional initiatives, governance processes, and organizational change efforts.
• Strong stakeholder management, communication, and influence skills.

Compensation:Base salary starting range is commensurate with experience:

• Member Experience Program Manager: Grade 16: $90,084.80/annually -$111,280.00/annually
• Sr. Member Experience Program Manager: Grade 18: $107,016.00/annually -$132,204.80/annually

Benefits:

At Travis Credit Union, we prioritize the well-being of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union.

Eligible employees enjoy a robust benefits package, which includes:

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an Equal Opportunity Employer committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to any protected characteristic under applicable federal, state, or local law. Reasonable accommodation is available for qualified individuals with disabilities.