• Serve as the enterprise lead for member experience, partnering with business department leaders to improve member journeys, reduce friction, and strengthen consistency across channels. • Diagnose and resolve member and employee-facing process breakdowns through hands-on collaboration with frontline, operations, lending, digital, and support teams. • Own enterprise survey governance, survey standards, and vendor relationships, ensuring feedback data is translated into prioritized actions and measurable improvement. • Set, track, and reinforce service-level expectations for key member-facing processes across departments, elevating accountability and visibility with leadership. • Lead the cross-functional Member Experience Committee and related forums, prepare data-driven updates, tracking action items, and escalating stalled progress when needed. • Consolidate transactional and relational feedback into enterprise insights, identify recurring themes, and curate top priorities for improving loyalty, retention, and ease of doing business. • Provide regular reporting to executive leadership and strategic forums on member experience trends, service metrics, progress on improvement initiatives, and business impact. • Lead or participate as part of the team for Credit Union-wide initiatives and projects, as needed. • Support executive leadership in shaping and advancing priority member experience initiatives by coordinating insights, preparing materials, and helping drive follow-through across cross-functional efforts. • Partner with department heads to ensure detractor recovery, follow-up discipline, and experience improvement efforts are coordinated and sustained across the enterprise.

• Responsible for shaping data-driven strategies that enable sustainable customer growth, optimize portfolio performance, and drive enterprise business outcomes. • Combines advanced analytics, strategic thinking, and business leadership to identify emerging opportunities, influence decision-making, and deliver measurable impact across Acquisition and Account Management functions. • Leads high-impact strategy science initiatives by leveraging advanced analytics, experimentation, machine learning, and deep business insights to solve complex business problems. • Partners closely with senior business leaders, model development teams, technology organizations, and cross-functional stakeholders to define strategic priorities and translate insights into scalable solutions.

• Lead and manage a team of multispecialty account managers • Develop and implement strategic account plans to grow revenue • Collaborate with internal teams to identify and prioritize opportunities for growth • Monitor and analyze customer data to identify trends • Work closely with customers to understand their needs • Ensure compliance with company policies and industry regulations • Stay current with industry trends and changes in healthcare landscape • Participate in business development activities

• Provide strategic and operational leadership across the division’s digital, virtual, and alternative delivery channels • Lead integrated, multi-channel teams accountable for driving measurable business and member outcomes • Align high-volume and advisory-led channels, anticipating emerging risks and trends • Monitor performance metrics and coach teams to optimize sales effectiveness and service excellence • Identify opportunities for business growth and channel expansion, ensuring alignment with evolving member needs and market trends