Member Experience Design Analyst

WHAT'S NOT TO LOVE ABOUT WORKING AT ST. MARY'S BANK?

At St. Mary's Bank, we take pride in our heritage as New Hampshire's- and the Nation's- first credit union. For over a century we've been committed to the credit union philosophy of "people helping people."

St. Mary's is a cooperative financial institution, which means that our success, depends on the success of our members. As a solid, stable financial institution with over a century of success, we have created a work environment that rewards dedicated employees with benefits to help them achieve their personal and professional best.

THE BEST JOBS ENRICH YOUR LIFE WITH MUCH MORE THAN JUST MONEY

St. Mary's Bank offers its employees highly competitive compensation packages. But that's just the beginning of what makes working on our team so rewarding. At St. Mary's:

• You have the opportunity to do what you do best everyday
• Your opinions count
• Your fellow employees are committed to quality
• Your job is important
• You are directly connected to the company's mission
• You will have opportunities to learn and grow
• You have an opportunity- and a duty- to serve your community through volunteerism

While demonstrating Organizational Excellence, this position will be responsible to:

• Effectively partner with cross functional internal teams to set standards for member experience across all channels, including digital and traditional. Develop programs as appropriate and coordinate rollout to deliver "best-in-market" member service.
• Help lead journey mapping sessions to identify member experience friction points and potential solutions around process, policy, and technology across the organization. Develop and maintain a roadmap of improvements for different journeys ensuring timely project completion. Measurements include end-user feedback as well as the completion of assigned project tasks on time and on budget.
• Independently evaluate all areas of member experience to gather member feedback, analyze data, identify root cause and facilitate solutions.
• Research develop and lead product and service strategies to measure and improve overall member experience in order to foster a long-term Credit Union relationship.

Qualifications:

• Bachelor's Degree in Business or related field.
• Minimum of two-years experience in member experience, retail management, project management or business analyst role required.
• Minimum two years of experience in banking, financial services or related industry preferred
• Excellent verbal and written communication skills, with strong storytelling abilities.
• Ability to collaborate effectively with internal and external partners.
• Strong analytical and problem solving abilities as well as the ability to complete multiple tasks in a fast paced environment is required.
• Ability to leverage data and research to create user personas and journey maps
• Superb organization skills and keen attention to detail.
• Excellent storytelling abilities to present member journey maps, needs, emotions and pain points and rally the team to drive change
• Must be able to work independently.

BENEFITS

We offer a wide range of benefits to help employees balance their work and personal lives. Our benefits package includes health, retirement, and work/life benefits.

• Medical, Dental and Vision Insurance
• Remote Work
• Paid Time Off Plan
• Paid Holidays
• Cash Balance Retirement Program
• 401(k) plan with employer match
• Tuition reimbursement program
• Short and long-term disability insurance
• Basic and supplemental life insurance
• Voted Best Credit Union Top 10 Housing Lender Voted Best Credit Union
• St. Mary's Bank is an Equal Employment Opportunity employer and provides equal employment and advancement opportunities to all employees and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, martial or domestic partner status, or any other category protected by federal, state and/or local laws.
• -New Hampshire Union Leader Readers' Choice Poll
• -New Hampshire Housing
• -New Hampshire Business Review's Reader's Poll
• JOIN OUR TEAM AND ENJOY BEING VOTED BEST CREDIT UNION!