Gesa Credit Union · 12 hours ago
Member Insights & Experience Strategist
Richland, WA
Full-time
Onsite
Senior Level
$29.90/hr - $49.83/hr
5+ years expGesa Credit Union is committed to empowering communities through the collective efforts of its diverse team. The Member Insights & Experience Strategist is responsible for shaping the member experience strategy by conducting research, analyzing data, and collaborating across departments to enhance member satisfaction and engagement.
CreditFinancial ServicesLending
Responsibilities
Design and manage scalable systems to continuously gather feedback across channels inclusive of perceptions, motivations, expectations, pain points, and desired features
Conduct qualitative and quantitative research (e.g., interviews, survey, usability testing, focus groups) to explore member behaviors, attitudes, and decision-making drivers
Analyze and synthesize insights from diverse data sources to uncover trends, unmet needs, and barriers to engagement; translate findings into actionable recommendations
Develop and report on KPIs such as NPS, CSAT, churn, and engagement metrics to measure satisfaction and inform experience strategy
Track and communicate the performance of initiatives driven by member insights, including learnings gained from testing and experimentation
Partner with internal and external stakeholders to align research efforts with business goals and ensure insights are integrated into product development, messaging, and engagement strategies
Identify and mitigate risks to the member experience by proactively troubleshooting issues and recommending process and communication improvements
Champion experience redesign initiatives, prioritizing gaps in the journey and developing roadmaps to address root causes and enhance overall satisfaction
Advocate for member needs and perspectives in strategic planning and daily decision-making, ensuring a member-first orientation across all teams
Identify opportunities to simplify, automate, and humanize member interactions to reduce friction and deepen emotional connection
Support experience enablement by contributing to training, tools, and best practices that help teams understand and respond to member motivations and expectations
Provide advisory support to stakeholders on experience-related initiatives, ensuring alignment with member insights and business goals
Partner with compliance and legal teams to ensure all member touchpoints and communications are compliant and aligned with regulatory standards
Continuously monitor industry developments and evolving member expectations to ensure Gesa’s insights and experience programs remain innovative, relevant, and competitive
Qualification
Required
Exceptional interpersonal and communication skills with a proven ability to influence at all levels
Strong analytical, quantitative and storytelling capabilities; able to translate complex data into clear, actionable insights
Expertise in both qualitative and quantitative research methods
Deep understanding of member lifecycle, needs, and experience strategy
Ability to lead cross-functional initiatives and drive cultural change
Passion for delivering best-in-class, compliant, scalable member experiences
Demonstrated ability to lead cross-functional initiatives and drive strategic improvements
Bachelor's degree in marketing, psychology, sociology, business, or a related field preferred
Minimum five (5) years of experience in customer insights, user research, market research, or a related field accepted in lieu of education
Proven experience designing and managing successful feedback systems and end-to-end research programs
Experience with journey mapping, CX frameworks, and human-centered design
Experience with tools such as Qualtrics, UserTesting, Tableau, or similar platforms
Familiarity with data visualization, survey design, and journey mapping tools (e.g. Miro, Dovetail, Power BI, or similar platforms)
Experience in financial services or a regulated industry preferred; credit union experience is a plus
Familiarity with project management methodologies and experience supporting cross-team execution
Benefits
Competitive Pay
Medical, Dental, Vision, and Life Insurance
20 days/year of Paid Time Off – Plus 10 Paid Holidays!
401(k) Match
Incentive Program
Tuition Assistance and Student Loan Repayment
Commuter Benefits
Paid Time Off to Volunteer in the Community
Product discounts
Engaging Work Environment
Rewards and Recognition Programs
Company
Gesa Credit Union
Gesa Credit Union offers home loans, deposit services, lending services, online services and other financial services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
D
Don Miller
President & CEO
Recent News
2025-08-14
New Orleans CityBusiness
2025-07-04
American Banker
2025-03-07
Company data provided by crunchbase