The Senior Member Experience (MX) Service Designer is responsible for the design and continuous improvement of member experiences across the credit union’s products and service delivery channels. This cultural change agent will support the creation and maturity of a centralized Service Design practice while propagating human-centered design methodologies throughout the credit union. This new role will be an individual contributor focused on partnering with cross functional teams to uncover key drivers of member friction through a variety of research methods. They will plan, coordinate and lead primary and secondary research leading to the creation of actionable insights and design initiatives. Working closely with key organizational leaders they will develop tested solutions to ensure seamless and consistent service experiences are delivered across all member touchpoints.
The Senior MX Service Designer will play a vital role within the Member Experience team, which oversees three key functions: Integrated Feedback, Research, and Design. The MX team ensures our over one million members are the foundation for all process improvement and innovation efforts ultimately driving satisfaction with the credit union. Strategic and general direction is received from the Director, Member Experience.