Senior Director, Simplification & Voice of Member

Description

This role delivers enterprise solutions to simplify experiences and reduce friction in ways that strengthen member trust and improve organizational performance. It exists to translate member and employee insights into prioritized, measurable improvements that deliver sustained value. Operating across functions, this position ensures the voice of the member informs design and execution. Through durable solution delivery and cross-functional alignment, it supports strategic objectives that elevate member experience and frontline empowerment.

Here's what you can expect from the job and what you need to be successful:

What You'll Do:

• Leads enterprise-wide efforts to identify and quantify high-impact friction and translate insights into clear, innovative target state solutions that materially improve member and employee experiences and positively differentiate organizational performance.
• Drives cross-functional simplification initiatives that balance experience improvement with operational soundness, ensuring solutions are scalable, sustainable, and effective across teams, channels, and systems.
• Partners with platform, product, and technology senior leaders to embed friction-reducing solutions into frontline workflows and enterprise processes, ensuring changes are adopted and scaled.
• Applies automation, data, and AI appropriately to eliminate low-value work and enhance both employee and member experience.
• Establishes success measures for all initiatives and partners with analytics teams to deliver post-implementation realization of benefits, including increased revenue, improved member experience and behavior outcomes, efficiency gains, and reduction of recurring issues or errors.
• Shifts the organization from reactive fixes to proactive, systemic improvements that prevent friction, reduce complexity, and deliver long-term value.
• Drives the organization’s Voice of Member program, ensuring member feedback and experience signals are captured, synthesized, and used to inform prioritization and decision making.
• Obsesses over and cultivates a culture of advocacy for all member and employee-facing teams, reducing clicks and systems required to power the employee experience to provide a positively differentiated member experience.
• Transforms data-led journey mapping insights into actionable, sequenced roadmaps aligned to enterprise priorities, capacity, and expected outcomes.
• Ensures experience insights drive execution and measurable improvement, not just reporting, by embedding signal-driven decision making into workflows and delivery processes.

Essential Skills:

• Required Experience: 8+ years of relevant experience, 6+ years as a People Leader.
• Proven ability to design, implement, and achieve measurable value from solutions that reduce friction, improve experiences, and drive operational performance.
• Demonstrated ability to translate member and employee insights into prioritized, executed improvements, rather than analysis alone.
• Proven experience leading cross‑functional initiatives spanning operations, technology, digital, product, and frontline teams.
• Strong working knowledge of Voice of Member programs, including signal capture, insight synthesis, and closed‑loop action.
• Experience remapping complex workflows across multiple enterprise platforms and systems, with the ability to apply automation and AI where appropriate.
• Experience in financial services, credit unions, or other regulated industries.
• Familiarity with journey mapping, service blueprinting, and experience design methodologies that drive measurable outcomes.
• Experience overseeing complex member issues or complaint resolution, with emphasis on root‑cause elimination and systemic improvement.
• Strong operational and financial acumen, with the ability to link efforts to efficiency, risk reduction, and long‑term value.
• Required Education: Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred.

Location: Hillsboro, OR 97124 | Rocklin, CA 95765 | Marlborough, MA 01752

Target Compensation in Hillsboro, OR: $175,000 - $205,000 annually + annual bonus

Target Compensation in Rocklin, CA: $192,500 - $225,500 annually + annual bonus

Target Compensation in Marlborough, MA: $175,000 - $205,000 annually + annual bonus

Who We Are:

What makes First Tech different? Click here to learn more!

Every great journey begins with a bold idea—and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

Employees are eligible for:

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

Employment Statements:

First Tech 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 recruiters@firsttechfed.com 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.

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