Member Experience Specialist

Role
The Member Experience Specialist plays a vital role in delivering a frictionless and engaging experience for
P1FCU members. This role is responsible for identifying and reducing member effort through data analysis,
feedback loops, and process improvement initiatives. The ideal candidate is a passionate advocate for
innovation, service excellence, and embodies P1FCU’s ROOTS values. They support professional development
across the organization and lead through influence at all times.

Major Duties and Responsibilities

Member Experience Optimization
• Analyze member feedback and operational data to identify friction points and
recommend improvements.
• Collaborate with cross-functional teams to implement process enhancements that
simplify member interactions.
• Support journey mapping and process mapping initiatives to improve digital and inbranch
experiences

Feedback & Advocacy
• Facilitate feedback loops using tools to capture and act on member sentiment
• Promote a culture of member advocacy by identifying opportunities to move
members from “satisfied” to “advocates” on the loyalty curve
• Serve as a voice of the member in internal discussions and planning sessions.

Innovation & Continuous Improvement
• Participate in strategic planning and innovation sessions to align member experience
goals with organizational objectives.
• Recommend and support pilot programs or focus groups to test new service models
or digital tools

Culture & Leadership
• Model P1FCU’s ROOTS values in all interactions and decisions.
• Mentor peers and contribute to a culture of empowerment, inclusion, and continuous
learning.
• Support internal recognition programs and peer-to-peer engagement initiatives.

Professional Development & Training
• Assist in the development and delivery of training content related to member
experience best practices.
• Partner with cross functional teams to assist and develop resources and tools that
align with organizational goals and service standards.
• Encourage and support participation in programs like IGNITE and other leadership
development tracks

Knowledge and Skills
EXPERIENCE
Three years to five years of similar or related experience, including preparatory experience.
EDUCATION/CERTIFICATIONS/LICENSES
A high school degree or equivalent
INTERPERSONAL SKILLS
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and
explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or
highly confidential nature. Communications may involve motivating, influencing, educating and/or advising
others on matters of significance. Typically includes subject matter experts as well as first level to middle
managers.
OTHER SKILLS
* Ability to influence others and gain buy-in through relationship building, trust and credibility. * Ability to listen
and understand other’s perspectives. * Data driven with strong analytical, problem solving and decision-making
skills. * Ability to manage multiple, complex projects and drive results. * Ability to innovate creative solutions to
BalancedComp 3 Member Experience Specialist | 07/31/2025
drive process improvements. * Strong teamwork and member service skills. * Excellent verbal, written and
interpersonal communication skills. * Strong attention to detail and excellent organizational and time
management skills; ability to manage multiple priorities and deadlines. * Advanced knowledge and
understanding of P1FCU financial products and services. * Ability to maintain confidences.

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.