Senior Program Manager Enterprise MX Insights and Strategy

About the role

Golden 1 Credit Union is a member-owned, not-for-profit cooperative committed to empowering members and uplifting communities. This role is exempt and reports to the VP - Head of Enterprise MX and Member Digital Services Department.

Responsibilities

• Own the strategic direction, roadmap, operating discipline, and governance structure for the G1 survey program and broader member experience insights capability
• Expand listening posts, research methods, and survey modules to capture evolving member needs, business priorities, friction points, and opportunities tied to new products, services, and journeys
• Integrate digital experience insights as a core component of the enterprise listening strategy to support Golden 1's goal of being a digital leader
• Integrate member feedback, digital signals, operational data, and business line insights into enterprise perspectives that inform strategy and service modernization
• Apply strong analytical judgment to identify patterns, implications, and priorities from survey, digital, operational, and research data
• Translate insights into recommendations that help business owners address member friction, improve service delivery, and measure progress
• Serve as a subject matter expert to senior leaders on business line and enterprise projects, bringing member experience insights into planning and decision-making
• Build and sustain trusted relationships with senior leaders, cross-functional stakeholders, vendor partners, and industry thought leaders to advance member experience insights and enterprise priorities
• Develop executive- and board-ready reporting that connects member experience metrics, trends, risks, opportunities, and priority work underway into clear insights that support strategic decision-making
• Manage and strengthen strategic vendor partnerships, including Gallup and J.D. Power, to advance survey strategy, benchmarking, research capabilities, and enterprise insight generation

Qualifications and Preferences

• Bachelor’s Degree in marketing, economics, or a research/business related field.
• 8+ years of progressive responsibility in Customer/Member Experience, including survey or listening program ownership, cross-functional influence, and insights-to-action leadership.
• Financial services experience preferred.

Benefits

Golden 1 Credit Union offers a market-competitive and internally equitable total rewards compensation package through various programs designed to attract, motivate, and retain employees driving and supporting the achievement of Our Mission, Vision, and Strategic Goals. Programs include a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion.

Pay

$124,700.00 - $150,000.00 Annually

Schedule

Exempt