Voice of the Member Program Manager

About Gesa Credit Union

Gesa Credit Union believes that the diverse stories and experiences of its team members are its most valuable asset. By working together with compassion and commitment, the organization empowers communities, supports employee wellbeing and prosperity, and offers meaningful work that impacts members.

Role Summary

The Voice of the Member Program Manager leads Gesa’s credit‑union‑wide Voice of the Member (VoM) program and is accountable for its sustained performance, ensuring continued alignment to credit‑union priorities and measurable value over time. This role designs and operates the systems by which member feedback is captured, governed, prioritized, and activated across the organization, embedding insights into strategic and operational decision‑making and driving measurable improvements in member experience and business outcomes. The position oversees a scalable VoM system spanning the full member lifecycle—from onboarding and service interactions to long‑term relationship growth—integrating qualitative and quantitative feedback, operational data, and frontline insights into clear themes and prioritized recommendations. The Program Manager establishes governance, closed‑loop processes, and reporting that drive adoption and accountability across business lines, and partners closely with product, operations, digital, service, and marketing leaders to align roadmaps and track outcomes.

Responsibilities

• Define the strategy for building and maturing Gesa’s VoM program, establishing a scalable framework for capturing, analyzing, and acting on member feedback across all key channels.
• Lead a cross‑functional prioritization process for VoM‑driven improvements (intake, triage, scoring, roadmap alignment), and track outcomes against agreed experience and business measures.
• Design and oversee feedback programs and research initiatives as part of the VoM operating model, ensuring consistent adoption and action that surface member needs and drive measurable experience improvements.
• Establish and own governance, standards, and operating rhythms for Voice of the Member, ensuring consistent data quality, reporting, escalation, and closed‑loop accountability across all business lines.
• Own the ongoing performance and evolution of the VoM program, including annual roadmap, adoption targets, channel coverage, data quality standards, and continuous improvement of listening and activation mechanisms.
• Identify and escalate systemic experience risks surfaced through VoM insights, partnering with leaders to address root causes.
• Identify key moments in the member journey where experience improvements will have the greatest impact on satisfaction, loyalty, and engagement.
• Lead journey mapping and experience assessments to uncover friction points, unmet needs, and opportunities for simplification.
• Synthesize feedback from surveys, interviews, operational data, and frontline teams into clear themes and actionable insights; translate member feedback into prioritized recommendations that influence product development, service design, and operational processes.
• Develop and manage experience measurement frameworks including NPS, CSAT, and other key member health indicators.
• Provide regular executive‑level reporting and storytelling that integrates VoM insights into credit‑union‑wide performance reviews, strategic planning, and continuous improvement forums.
• Champion a member‑first mindset and help teams across the organization understand how their work impacts the member experience.
• Establish dashboards and reporting that make member insights accessible and actionable for leaders across the organization.
• Monitor industry trends, CX best practices, and evolving member expectations to continuously strengthen Gesa’s VoM and experience strategy.
• Identify opportunities to simplify, humanize, and improve the member experience across channels.

About You

• Exceptional communication and storytelling skills with the ability to influence at the executive level.
• Strong strategic and analytical thinking paired with the ability to operationalize programs and processes.
• Proven ability to drive business outcomes through Voice of Member programs.
• Ability to facilitate executive and cross‑functional discussions that translate member insights into aligned decisions and action.
• Strong systems thinking and root‑cause analysis skills, with the ability to connect member feedback to upstream process, policy, and operational drivers.
• Demonstrated ability to lead change and drive adoption of new programs, processes, or ways of working across cross‑functional teams.
• Experience influencing behavior change across distributed teams without direct authority.
• Skilled at connecting member feedback to business decisions and experience improvements.
• Ability to navigate complex organizations and drive alignment across multiple stakeholders.
• Passion for creating human‑centered, frictionless member experiences.

Qualifications

• Bachelor’s degree required, preferably