Gesa Credit Union
Member Insights & Experience Strategist
Gesa Credit Union, Centralia, Washington, United States, 98531
Overview
Take a leap and join our team! At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ stories and experiences are our most valuable asset. We go further when we go together. Here you can join a team who is passionate about serving others and making a positive impact in the community, with meaningful work and opportunities to grow in your career. Your wellbeing and prosperity are a priority. Get to know us: About - Gesa Credit Union Role Summary: The Member Insights & Experience Strategist shapes Gesa’s member experience strategy by identifying key member motivations, expectations, pain points, and desired features. This role designs and manages scalable feedback systems, oversees qualitative and quantitative research, and translates findings into strategies that improve the member journey and support business outcomes. The successful candidate collaborates across departments to integrate insights into product development, messaging, and service processes, and translates member insights into meaningful improvements with a member-first focus. What You Will Be Doing
Design and manage scalable systems to gather feedback across channels regarding perceptions, motivations, expectations, pain points, and desired features. Conduct qualitative and quantitative research (e.g., interviews, surveys, usability testing, focus groups) to explore member behaviors, attitudes, and decision-making drivers. Analyze and synthesize insights from diverse data sources to uncover trends, unmet needs, and barriers to engagement; translate findings into actionable recommendations. Develop and report on KPIs such as NPS, CSAT, churn, and engagement metrics to measure satisfaction and inform experience strategy. Track and communicate the performance of initiatives driven by member insights, including learnings from testing and experimentation. Partner with internal and external stakeholders to align research with business goals and ensure insights are integrated into product development, messaging, and engagement strategies. Identify and mitigate risks to the member experience by proactively troubleshooting issues and recommending process and communication improvements. Champion experience redesign initiatives, prioritizing gaps in the journey and developing roadmaps to address root causes and enhance overall satisfaction. Advocate for member needs and perspectives in strategic planning and daily decision-making to ensure a member-first orientation across teams. Identify opportunities to simplify, automate, and humanize member interactions to reduce friction and deepen emotional connection. Support experience enablement by contributing to training, tools, and best practices that help teams respond to member motivations and expectations. Provide advisory support to stakeholders on experience-related initiatives, ensuring alignment with member insights and business goals. Partner with compliance and legal teams to ensure all member touchpoints and communications are compliant with regulatory standards. Continuously monitor industry developments and evolving member expectations to keep Gesa’s insights and experience programs innovative and relevant. About You:
Exceptional interpersonal and communication skills with the ability to influence at all levels. Strong analytical, quantitative, and storytelling capabilities; able to translate complex data into clear, actionable insights. Expertise in both qualitative and quantitative research methods. Deep understanding of member lifecycle, needs, and experience strategy. Ability to lead cross-functional initiatives and drive cultural change. Passion for delivering best-in-class, compliant, scalable member experiences. Demonstrated ability to lead cross-functional initiatives and drive strategic improvements. What You Will Need
Bachelor’s degree in marketing, psychology, sociology, business, or a related field preferred. Minimum five (5) years of experience in customer insights, user research, market research, or a related field; education may be substituted. Proven experience designing and managing successful feedback systems and end-to-end research programs. Experience with journey mapping, CX frameworks, and human-centered design. Experience with tools such as Qualtrics, UserTesting, Tableau, or similar platforms. Familiarity with data visualization, survey design, and journey mapping tools (e.g., Miro, Dovetail, Power BI, or similar). Experience in financial services or a regulated industry; credit union experience is a plus. Familiarity with project management methodologies and supporting cross-team execution. Our Team Member Value Proposition
Competitive Pay Medical, Dental, Vision, and Life Insurance 20 days/year of Paid Time Off - Plus 10 Paid Holidays 401(k) Match Incentive Program Tuition Assistance and Student Loan Repayment Commuter Benefits Paid Time Off to Volunteer in the Community Product discounts Engaging Work Environment Rewards and Recognition Programs Full Salary Range
Richland, WA: $29.90 - $49.83 Renton, WA: $36.15 - $60.25 Centralia, WA: $25.37 - $47.11 Lynnwood, WA: $33.97 - $56.62 Note: While our full pay range is listed, most new team members typically start between the minimum and midpoint based on experience and qualifications. Get wise to what’s possible with a career at Gesa. Join us! We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation. Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment. Selected candidate(s) must be able to pass a pre-employment credit/background check. Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran. Equal Employment Opportunity (gesa.com)
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Take a leap and join our team! At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ stories and experiences are our most valuable asset. We go further when we go together. Here you can join a team who is passionate about serving others and making a positive impact in the community, with meaningful work and opportunities to grow in your career. Your wellbeing and prosperity are a priority. Get to know us: About - Gesa Credit Union Role Summary: The Member Insights & Experience Strategist shapes Gesa’s member experience strategy by identifying key member motivations, expectations, pain points, and desired features. This role designs and manages scalable feedback systems, oversees qualitative and quantitative research, and translates findings into strategies that improve the member journey and support business outcomes. The successful candidate collaborates across departments to integrate insights into product development, messaging, and service processes, and translates member insights into meaningful improvements with a member-first focus. What You Will Be Doing
Design and manage scalable systems to gather feedback across channels regarding perceptions, motivations, expectations, pain points, and desired features. Conduct qualitative and quantitative research (e.g., interviews, surveys, usability testing, focus groups) to explore member behaviors, attitudes, and decision-making drivers. Analyze and synthesize insights from diverse data sources to uncover trends, unmet needs, and barriers to engagement; translate findings into actionable recommendations. Develop and report on KPIs such as NPS, CSAT, churn, and engagement metrics to measure satisfaction and inform experience strategy. Track and communicate the performance of initiatives driven by member insights, including learnings from testing and experimentation. Partner with internal and external stakeholders to align research with business goals and ensure insights are integrated into product development, messaging, and engagement strategies. Identify and mitigate risks to the member experience by proactively troubleshooting issues and recommending process and communication improvements. Champion experience redesign initiatives, prioritizing gaps in the journey and developing roadmaps to address root causes and enhance overall satisfaction. Advocate for member needs and perspectives in strategic planning and daily decision-making to ensure a member-first orientation across teams. Identify opportunities to simplify, automate, and humanize member interactions to reduce friction and deepen emotional connection. Support experience enablement by contributing to training, tools, and best practices that help teams respond to member motivations and expectations. Provide advisory support to stakeholders on experience-related initiatives, ensuring alignment with member insights and business goals. Partner with compliance and legal teams to ensure all member touchpoints and communications are compliant with regulatory standards. Continuously monitor industry developments and evolving member expectations to keep Gesa’s insights and experience programs innovative and relevant. About You:
Exceptional interpersonal and communication skills with the ability to influence at all levels. Strong analytical, quantitative, and storytelling capabilities; able to translate complex data into clear, actionable insights. Expertise in both qualitative and quantitative research methods. Deep understanding of member lifecycle, needs, and experience strategy. Ability to lead cross-functional initiatives and drive cultural change. Passion for delivering best-in-class, compliant, scalable member experiences. Demonstrated ability to lead cross-functional initiatives and drive strategic improvements. What You Will Need
Bachelor’s degree in marketing, psychology, sociology, business, or a related field preferred. Minimum five (5) years of experience in customer insights, user research, market research, or a related field; education may be substituted. Proven experience designing and managing successful feedback systems and end-to-end research programs. Experience with journey mapping, CX frameworks, and human-centered design. Experience with tools such as Qualtrics, UserTesting, Tableau, or similar platforms. Familiarity with data visualization, survey design, and journey mapping tools (e.g., Miro, Dovetail, Power BI, or similar). Experience in financial services or a regulated industry; credit union experience is a plus. Familiarity with project management methodologies and supporting cross-team execution. Our Team Member Value Proposition
Competitive Pay Medical, Dental, Vision, and Life Insurance 20 days/year of Paid Time Off - Plus 10 Paid Holidays 401(k) Match Incentive Program Tuition Assistance and Student Loan Repayment Commuter Benefits Paid Time Off to Volunteer in the Community Product discounts Engaging Work Environment Rewards and Recognition Programs Full Salary Range
Richland, WA: $29.90 - $49.83 Renton, WA: $36.15 - $60.25 Centralia, WA: $25.37 - $47.11 Lynnwood, WA: $33.97 - $56.62 Note: While our full pay range is listed, most new team members typically start between the minimum and midpoint based on experience and qualifications. Get wise to what’s possible with a career at Gesa. Join us! We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation. Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment. Selected candidate(s) must be able to pass a pre-employment credit/background check. Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran. Equal Employment Opportunity (gesa.com)
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