Manager of Member Experience, Marlboro or Chelmsford, MA, Hybrid, Full-Time

Manager of Member Experience, Marlboro or Chelmsford, MA, Hybrid, Full-Time

This role will lead the strategic advancement and operational execution of the Member Experience vision. This position will champion a member-first culture by leveraging data-driven insights, cross-functional collaboration, and innovative experience design to drive measurable improvements in member engagement, retention, and satisfaction. The role will lead a team to deliver high-impact solutions, optimize experience tools and systems, and ensure that every initiative aligns with organizational goals and the evolving needs of members and employees.

Essential Functions :

• Champion and Own High Impact Member Experience Improvement : Serve as the champion for high impact member experience improvements. Build and maintain a member-first culture that values empathy, responsiveness, and resolution. Introduce, model and facilitate the application of proven practices, tools, and processes to achieve MX and EX objectives, including use of effective metrics and analytics, journey mapping, member insight, design practices etc.
• Team Management & Coaching : Manage UX Designers and Member Experience Specialists, setting clear goals and KPIs for connecting experience improvements to delivering member and business value. Implement QA and feedback loops to continuously improve team performance. Lead internal workshops as an MX and EX subject matter expert, based on learning and development priorities.
• Member Retention & Growth : Collaborate with Marketing, Product and Operations to develop strategies to improve member journeys supporting deeper member engagement. Identify moments in the member journey where experience improvements can drive measurable retention gains.
• Member Experience Tools & Systems : Oversee the selection, implementation, and optimization of UX tools and platforms. Stay current on evolving member experience technology trends and best practices to inform future investments.
• Cross-Functional Collaboration : Partner with Operations, Marketing, Product and Member Service teams to close customer feedback loops quickly. Influence business decisions by presenting VOC insights tied to business impact and member experience KPIs. Represent the member in cross-functional meetings and planning sessions. Actively support implementation of Member Experience prioritization model, providing analytics, results and insights to measure progress, support decisions, and celebrate success. Partner with Market Research and Decision Analytics leaders to ensure MX and EX strategies and decisions are supported by member insights, data, and facts, and tied to credit union goals. Share market insights and member feedback throughout the organization and advocate / demonstrate their application to improving the member experience.
• Perform other job-related duties as assigned or requested.
• Complies with regulatory compliance and assigned training requirements.

Education and Experience Requirements :

Additional Eligibility Requirements :

DCU is the largest credit union headquartered in New England serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

DCU is not currently offering Visa transfer / sponsorship for this position.