Member Experience Strategist

Travis Credit Union Member Experience Strategist

Schedule: Monday - Friday, 40 hours/week Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California. We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available).

Summary: Travis Credit Union's (TCU) Member Experience Strategist plays a key role in supporting the development and execution of member experience strategies at the credit union. This role focuses on mapping member journeys, conducting research, analyzing feedback, and delivering actionable insights that inform product, service, and operational improvements. By applying analytical rigor and collaborating across departments, the Member Experience Strategist ensures the voice of the member is embedded into decision-making processes. This role contributes to continuous improvement efforts, supports innovative solutioning and tracking of measurable impact on member satisfaction, retention, and digital engagement.

Profile:

• Maps and optimizes member journeys across channels to identify friction points and improvement opportunities.
• Contributes to the development of Member Experience (MX) strategy through research, member personas, documentation, and tool evaluations.
• Conducts qualitative and quantitative research, supports segmentation efforts, and assists in usability testing and journey mapping.
• Executes journey analytics, supports A/B testing, and assists in modeling efforts by preparing and interpreting data.
• Summarizes insights and recommends improvements that align with member needs and business goals.
• Collaborates with stakeholders to document business cases and tracks the outcomes of member experience initiatives.
• Partners with cross-functional teams to ensure member feedback is integrated into decision-making processes.
• Applies analytical rigor to interpret business results using advanced data-driven techniques.
• Assists in vendor evaluations and manages day-to-day interactions, ensuring compliance with data privacy standards.
• Builds KPI dashboards and presents insights to leadership to support transparency and strategic alignment.
• Develops best practices, routines, and innovative solutions to support a stellar member experience.
• Supports continuous improvement initiatives across member touchpoints by identifying and sharing actionable insights.

Skills:

• Proficiency in journey mapping tools (e.g., UXPressia, Lucidchart).
• Experience with CX platforms (e.g., Qualtrics, Medallia).
• Strong analytical skills; familiarity with Excel, SQL, or data visualization tools.
• Advanced skills in MS Office Tools including Excel, PowerPoint, and Word
• Excellent written and verbal communication skills.
• Ability to synthesize complex data into clear, actionable insights.
• Collaborative mindset and ability to work cross-functionally.
• Understanding of member-centric design principles, Journey mapping and Service design.

Reporting and Experience: Member Experience Strategist

• Reports directly to assigned department leadership.
• Bachelor's degree in business, marketing, data analytics, human-centered design, or related field; or an advanced degree without experience; or equivalent related work experience.
• Minimum of 2 years of related experience.
• Proficiency in journey mapping and CX platforms.
• Experience conducting member research and supporting analytics initiatives

Senior Member Experience Strategist

• Reports directly to assigned department leadership.
• Bachelor's degree in business, marketing, data analytics, human-centered design, or related field; or a master's degree and 3 years of related experience; or equivalent related work experience.
• Minimum of 5 years of related experience.
• Advanced proficiency in CX tools, journey mapping, and data analysis.
• Strong storytelling and stakeholder engagement capabilities.

Working Conditions: Work is generally performed within an office environment, with standard office equipment available and usually sedentary in nature. Compensation: Base starting range is commensurate with experience.

• Member Experience Strategist : Grade 15: $82,680.00/annually -$102,128.00/annually
• Senior Member Experience Strategist : Grade 18: $107,016.00/annually -$132,204.80/annually

Our compensation philosophy considers various factors, including the scope and responsibilities of the position, as well as a candidate's experience, education/training, and key skills. Benefits: At Travis Credit Union, we prioritize the well-being of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union. Eligible employees enjoy a robust benefits package, which includes:

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an Affirmative Action Employer. EOE / Individuals with Disabilities / Veteran Status