Senior Experience Excellence Manager at First Tech Federal Credit Union

Description We are looking for a proactive and strategic Senior Experience Excellence Manager to join our Experience Excellence team. This role is crucial in ensuring that our Member Experience teams are fully prepared and equipped to support our members. As the Senior Experience Excellence Manager you will drive change initiatives, develop readiness plans, and collaborate across the enterprise to ensure seamless transitions and continuous improvement for our members and employees.Primary Responsibilities:Improve the member and employees experience by designing and implementing new and improved standards or processes to support a culture of continuous improvementDevelop project plans including key milestones and put into place reports to monitor, track, and present performance progress to leadershipAnalyze data and leverage insights to drive informed conclusions and enhance decision-making in optimization initiativesBuild and deepen relationships with stakeholders, creating frameworks for value-driven partnerships and processes to champion changeAnalyze and recommend short and long-term solutions to resolve gaps between member needs and internal operational practicesLead and/or participates in meetings to guide conflict as needed to advance project deliverablesManage complex programs in partnership with other applicable business units across the enterprise including Card Services, Consumer Lending and Digital ProductsOrganize cross functional project teams supporting initiatives designed to improve member and employee experience while driving towards organizational and business goalsAct as a subject matter expert in collaborating across the enterprise to create alignment and consistency in communication and processesStay current with industry trends, best practices, and incorporate them into company solutions to enhance the delivery of services and create cost-efficienciesExperience and Education Requirement:Minimum Education:Bachelor's degree is preferredMinimum 5 years' experience in program, systems or project management is preferredAbility to articulate complex concepts while tailoring the message to different audiences including senior leadership, technical, and member support teamsCreate and deliver a business plan and strategy Foster strong internal and external business relationships Strong business communication skills; able to write/speak clearly and professionally for a variety of audiencesHighly organized with proven expertise in prioritizing and managing multiple projects simultaneously to meet deadlines without sacrificing qualityStrong analytical and problem solving skills; ability to resolve complex issues with minimal directionProficiency with Microsoft Office SuiteCertification/License: Scrum or Lean Six Sigma preferredBenefits options include:Traditional medical, dental, and vision coverage401K matching up to 5% per pay periodAccrue up to 17 days of Paid Time Off your first year of employment11 paid federal holidaysSpecial employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)Location:Rocklin Corporate Location, Rocklin, CA 95765 | Hillsboro Corporate Office, Hillsboro, OR 97124Target Compensation in Rocklin, CA:$99,000 to $115,000 + annual bonusTarget Compensation in Hillsboro, OR:$90,000 to $105,000 + annual bonusFirst Tech is not currently offering Visa sponsorship or transfer for this positionWhat makes First Tech different? Clickhereto learn more!#FT123#FTFCC#FT123