Member Experience Program Manager

Schedule: M-F between the hours of 8:00am-6:00pm, 40 hours/week
Hybrid: 2-3 days in office
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: The Member Experience Program Manager plays a key role in supporting the execution and continuous improvement of Travis Credit Union's Member Intelligence and Voice of the Member (VoM) capabilities. This role focuses on integrating member and organizational intelligence, facilitating prioritization and governance processes, and ensuring insights are translated into coordinated actions that improve member experience and support organizational objectives.
By enabling informed decision-making, accountability, and cross-functional alignment, the Member Experience Program Manager contributes to the advancement of TCU's Member Experience strategy and continuous improvement efforts. This role helps strengthen member financial wellbeing, relationship health, and the delivery of TCU's Stellar Member Experience.
Profile:
Owns the operational maturity, governance, and continuous evolution of the Voice of the Member (VoM) capability and supporting Member Intelligence ecosystem.
Integrates member and organizational intelligence to support prioritization, decision-making, and continuous improvement efforts.
Serves as the connective point between member intelligence, organizational priorities, and business execution, ensuring insights are translated into meaningful outcomes.
Facilitates prioritization processes that balance member impact, financial wellbeing, organizational risk, business value, and strategic alignment.
Establishes and maintains governance processes, accountability mechanisms, and reporting structures that support effective execution and organizational transparency.
Coordinates cross-functional action planning and monitors progress to ensure improvement initiatives deliver measurable results.
Develops executive dashboards, reporting, and decision-support materials that provide visibility into priorities, performance, and outcomes.
Partners with leaders across the organization to align member experience priorities with business objectives and improvement initiatives.
Oversees the optimization and effective use of listening technologies, survey platforms, vendors, and experience-management tools.
Contributes to the advancement of Member Experience strategy, operating practices, governance standards, and capability maturity.
Not all functions/tasks are listed above; however, those listed are considered essential.
Skills:
Governance & Operating Model Stewardship.
Stakeholder Influence & Alignment.
Strategic Thinking & Decision Enablement.
Prioritization & Action Planning.
Executive Communication & Storytelling.
Cross-Functional Partnership & Influence.
Member Intelligence & Experience Management.
Continuous Improvement & Change Management.
Vendor & Technology Relationship Management.
Organizational Planning & Accountability.
Reporting and Experience:
Reports directly to assigned department leadership.
Bachelor's degree in business, marketing, communications, organizational leadership, customer experience, project management, data analytics, or related field; or an advanced degree without experience; or equivalent related work experience.
Minimum of 2 years of related experience.
Experience supporting governance, reporting, accountability, prioritization, or organizational improvement activi