Director of Experience Insights & Improvement

At Grow Financial Federal Credit Union, we believe in service - to our 300,000 members, 600 team members and local communities. We're not just your average bank. We're a credit union, owned by our members and dedicated to serving people, not profit. We know that happy, engaged people provide the best service, so we live by our mantra: Be Bold. Be Great. Have Fun. Consistently named a Top Workplace by the Tampa Bay Times among multiple national awards we strive to develop a diverse, collaborative culture where you can grow personally and professionally.

Our "work from where you do your best work" strategy provides flexibility to our team members - who currently reside across the U.S. - with a variety of remote, hybrid and in-person roles. We enjoy plenty of opportunities to stay connected through video collaboration, digital tools, community service initiatives and numerous activities. Whether you thrive in a remote setting, prefer the energy of in-person collaboration or seek a balance between the two, you'll find your fit here. Join us as we seek to make things grow - people, communities, money and dreams.

Grow Financial is headquartered in Tampa, FL. For remote roles, candidates must be located in the following states: AL, AZ, AR, DE, FL, GA, ID, IN, IA, KS, KY, LA, MS, MO, MT, NE, NH, NC, ND, OH, OK, PA, SC, SD, TN, TX, UT, VA, WV, WI, WY.

Some of our Benefits/Perks:

Remote/Work From Home Available
• Medical/Dental/Vision Insurance
• Employee discount on loans Team members qualify for a discount on consumer loans.
• Tuition Reimbursement of up to $5,250 per year for full-time team members.
• Paid Time Off 15 days/year & over 10 Paid Holidays
• Paid Volunteer Days Grow provides two bi-annual paid volunteer days to all team members.
• Retirement Benefits (401K) Grow matches up to 8% for team members.
• Growth Potential In-house training department dedicated to helping our team members reach their maximum potential.

The Director of Experience Insights & Improvement is responsible for building a comprehensive view of member and team member experiences across the organization. This highly collaborative role will work with team members across the Credit Union to l aggregate, analyze, and prioritize opportunities for improvement, drawing from NPS surveys, member complaints, and team member innovation suggestions. By documenting, categorizing, and evaluating the benefits and risks associated with each opportunity, this strategic leader will provide clear direction on where to focus future improvements. Supervises the Member Experience Specialist who manages the NPS program, ensuring insights are translated into actionable initiatives. Through disciplined prioritization and transparent tracking, this role will help the organization focus on the changes that matter most to members and team members.

REQUIRED SKILLS/EXPERIENCE:

• Bachelor's degree from an accredited university in business or related field required.
• 5 years of progressive experience in member/customer experience, strategy, and process improvement required
• 3 years of experience leading teams or projects with proven ability to mentor and develop team members required.
• Proven ability to build trust and collaborate effectively across all levels of the organization, fostering strong cross-functional relationships that drive alignment and results.
• Strong analytical skills with the ability to assess impact, weigh tradeoffs, and build clear business cases.
• Exceptional organizational and prioritization abilities, capable of managing a wide variety of improvement opportunities.
  

PHYSICAL DEMANDS

• Must be able to sit for extended periods of time.
• Must be able to read, write, speak and type English.
• Must be able to hear and use a telephone.
• Use of computer requires repetitive keystrokes.

WORK ENVIRONMENT

• This role is fully remote, with the option to work from our HQ or retail locations.
• As part of your role, at least quarterly you will travel between various Grow locations within the Tampa Bay Area.
• Qualified candidates who live in the Tampa Bay area are preferred.

An Equal Opportunity Employer Minorities/Females/Veteran/Disabled