Sound is looking for…Member Experience Manager

Posted: 08/02/2023

Member Experience Manager


Job Details

Corporate Office - Tacoma, WA
Full Time
Bachelor's Degree or equivalent exp
$78,000.00 - $117,000.00 Salary
Monday - Friday


Sound is looking for…


Member Experience Manager to join our team! As the Member Experience Manager you will be responsible for measuring and driving member loyalty, value, and engagement at every touchpoint with the credit union. In this role you will identify member experience enhancement opportunities through the continuous monitoring of primary and secondary research, marketing customer information file (MCIF) data, and industry trends to advise service delivery, user experience, product development and design, marketing and corporate strategies. As the Member Experience Manager you will collaborate with stakeholders and product owners to reflect the member voice; identify changes that will improve the member experience as measured by surveys and member feedback; lead the design of improved user experiences for both digital and in-person interactions. Research, design, lead, and report on research projects to identify points of friction by evaluating member feedback, and work with the business units to reduce these points of friction.



At Sound you will experience…

  • Our purpose which is “to stand with you through all waves of life”. Every day, our employees help us to live this purpose. We believe in empowering our employees to do the right thing. 
  • A diverse workforce with an inclusive and supportive environment.
  • Besides competitive pay, we offer career growth, and we hold a benefits package that’s consistent with our purpose, personalities, and values.
  • Teams that are living out the credit union philosophy of “people helping people”.
  • Fellow employees who are dependable, genuine, inclusive, and resourceful.
  • Leaders of Sound Credit Union who embrace our Brand Purpose. At Sound, we recognize our actions strongly impact our Brand-led culture. Therefore, we commit to consistently serve as Brand Advocates by modeling desired behaviors to inspire others through being Supportive, Open, Unified, iNclusive, and by Doing the right thing.
  • Here is what a day at this job will look like!



As a Member Experience Manager you will…

  • Define Voice of Member research strategy, own the research roadmap for member experience, and recommend research opportunities to support different operational areas of the credit union.
  • Design the ideal user experience, using design thinking principles and working with cross functional teams.
  • Identify member segments and needs, define and continuously improve research methodologies, collect data, conduct analysis/synthesis, and report opportunities to improve member experience.
  • Adapt and/or create new user experience research methodologies and workflows to support corporate goals.
  • Interpret member experience and satisfaction research findings, combined with insights gleaned from operational data, and present recommendations at all levels of the organization.
  • Work cross functionally and collaborate with operational leaders and product managers to proactively plan research, align goals, and implement improvements to the member experience based on findings from primary and secondary research.
  • Provide oversight to maintenance of MCIF and support of targeting and reporting efforts for the marketing and strategy teams.
  • Lead efforts to measure and correlate qualitative research with quantitative data; recommendations from this will be presented to management to improve member experience and the demonstrate the impact it has to Sound’s business.
  • Lead cross-functional project teams to evaluate points of friction in various processes.
  • Advocate to management for process transformation to promote an enhanced member experience and member loyalty, as identified through research findings.
  • Manage social listening efforts, looking for patterns in feedback to inform research efforts and recommendations for process improvement.
  • Ensure the member voice is represented on Credit Union projects.
  • Develop and maintain budgets for projects and teams.
  • Collaborate with outside vendors and internal resources to implement measurement and feedback tools through the various listening programs.


Our ideal candidate will bring to the team…

  • Three or more years in a customer (member) experience management role.
  • Demonstrated experience in a leadership position required.
  • Proven success working with Qualtrics preferred.
  • High School Diploma or equivalent required. Bachelor’s Degree in Business Administration, Finance, or related field preferred.

In addition:

  • Must be bondable
  • Employer sponsorship to secure or maintain employment authorization not available


As a Manager of Sound, you will receive…

  • These benefits in support of a true work/life balance:
    • Full medical, dental, vision, and disability for the employee [yourself] with premiums paid by Sound
    • 401(k) with 4% match - Plus discretionary profit share of up to 5% of annual salary
    • Employee assistance program for wellness counseling
    • Free and/or discounted banking services with Sound
    • Four weeks Paid Time Off (PTO) accrued annually
    • 10 paid federal holidays every year
    • Gym/lifestyle reimbursement
    • Manager bonus program
    • Tuition assistance
    • ORCA pass
  • Incentives available for multilingual speakers



Your compensation:

At Sound Credit Union we believe in paying our employees a fair and living wage. Individual offers are made dependent upon a candidate’s prior experience and education level as it pertains to their role. This strategy promotes a talented and empowering work environment that we hope you will be a part of! Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates, which allows us to offer merit-based salary increases.

Minimum: $78,000
Midpoint: $97,500
Maximum: $117,000


Your hours:

hybrid schedule Monday - Friday: 8 am – 5 pm.


In your role you will have the ability to combine in-person and remote work. 



About Sound Credit Union…

Sound Credit Union (Sound) was founded in 1940 and is one of Washington State’s largest credit unions. We have 26 full-service branches located throughout the Puget Sound region. At Sound, we pride ourselves on making connections with our members, employees, and community. We’d love to share more about why Sound is somewhere you want to be, apply now, and visit our website at:



The future is in our hands…

Sound Credit Union is proud to be an Equal Opportunity and Affirmative Action employer that is committed to diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, veteran status, disability, age or any other protected status.

People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply!