• 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.