** Customer Experience Specialist**

**Job Category****:** Nusenda **Requisition Number****:** MEMBE03066 Showing 1 location **Job Details**

**Description**

At Nusenda Credit Union, our commitment to excellent member service, care for our community, being an employer of choice, and offering flexible products and services have always been our priorities. With 210,000 members, 600 employees, and 21 branches, we are the largest not-for-profit financial cooperative in NM.

We have been voted one of the Top Workplaces and Healthiest Places to Work for multiple years! Being part of our credit union means being part of our community through The Power of WE.

If integrity, dedication, and a commitment to serving others is part of your DNA, we encourage you to review our list of open positions and apply today. We look forward to growing our Nusenda family!

We are seeking a Customer Experience Specialist to join our Branch Operations team. In this position, you will be responsible for operational tactics supporting our overall member experience strategy for the credit union. You will advocate for our members while highlighting trends and feedback for our leadership team, channels, and functional areas. You have the ability to analyze and interpret data from various listening posts including, but not limited to, transactional and relationship surveys, member service platform feedback, regulatory agencies, customer advocacy groups, letters, emails, etc. You will serve as the primary point of contact for member escalations and complaints and responds to issues in a timely manner.

**What you'll do:**

* Oversees member surveys conducted by third-party vendor, including working with data integrations on targeting criteria, marketing on branding elements, and other key stakeholders. Reviews and analyzes survey results at the branch, department, and organization level on a weekly, monthly, quarterly, and annual basis for trends, concerns, follow-up, and coaching. Coordinates follow up and service recovery efforts with appropriate parties and tracks results accordingly.

* Serves as the primary point of contact for member escalations and complaints and responds to issues in a timely manner. Manages initial contact and ongoing correspondence via various delivery channels working across the organization to ensure correct information is communicated in a timely manner.

* Conducts service recovery on relationship surveys by reaching out to members and resolving issues. Follows up with department and branch leaders as issues are identified to allow for coaching and corrections to processes and procedures.

* Conducts research, tracks, and analyzes trends to member experience results to identify errors, inconsistencies, and to improve processes and interactions to create a positive member experience.

**What you'll need:**

* Three to five years of similar or related experience

* Bachelor's Degree in Business Administration or related field

**Key Experience and Abilities Include:**

* Extensive knowledge and experience related to member/customer experience programs and strategies.

* Advanced Excel skills, with intermediate proficiency in statistical analysis.

* Must be able to handle multiple responsibilities, meet deadlines, deal with sensitive information and problem resolution.

* Exceptional verbal, written, and presentation skills with the ability to work with multiple levels of the organization, members, and regulatory agencies. Excellent organizational and attention to detail skills.

* Must possess strong analytical and problem-solving skills, with the ability to derive innovative strategies and implement them in a timely, effective manner.

* Ability to adapt quickly to change and proactively communicate via in person, email, in writing, etc.

* Experienced in MS Office programs to include Excel, Word, Outlook, internal systems as affiliated with the department, and vendor software (Medallia).

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)