Job Description

Job Title: Senior Program Manager Enterprise MX Insights and Strategy
Status: Exempt
Reports to: VP - Head of Enterprise MX and Member Digital Services
Department: Enterprise Member Experience
Job Code: 12082
Pay Range: $124,700.00 - $150,000.00 Annually

WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You are a strategic and influential leader who transforms member feedback, research, and experience data into compelling stories that drive action. You excel at connecting insights to business strategy, helping leaders understand what matters most to members and where to focus for the greatest impact. You are equally comfortable analyzing complex data as you are engaging executive leaders in strategic discussions. You synthesize survey results, digital experience insights, operational metrics, and member feedback into clear, compelling narratives that highlight opportunities, risks, and priorities. Your ability to develop executive- and board-ready insights, communicate with credibility, and influence across all levels of the organization enables you to build alignment, shape decisions, and drive accountability for results. You thrive in a matrixed environment where success depends on relationships, collaboration, and influence rather than authority. As a trusted advisor, you bring a balanced perspective that considers member impact, business objectives, and operational realities to help leaders make informed decisions. Most importantly, you are passionate about elevating the member voice and ensuring member insights become a catalyst for improving experiences, strengthening relationships, and advancing Golden 1’s commitment to service excellence and financial well-being.

WHAT YOU'LL DO:
• Program Strategy, Survey Ownership & Enterprise Governance * Own the strategic direction, roadmap, operating discipline, and governance structure for the G1 survey program and broader member experience insights capability * Expand listening posts, research methods, and survey modules to capture evolving member needs, business priorities, friction points, and opportunities tied to new products, services, and journeys * Integrate digital experience insights as a core component of the enterprise listening strategy to support Golden 1’s goal of being a digital leader
• Insights-to-Action Leadership * Integrate member feedback, digital signals, operational data, and business line insights into enterprise perspectives that inform strategy and service modernization * Apply strong analytical judgment to identify patterns, implications, and priorities from survey, digital, operational, and research data * Translate insights into recommendations that help business owners address member friction, improve service delivery, and measure progress
• Cross-Functional Leadership & Accountability * Serve as a subject matter expert to senior leaders on business line and enterprise projects, bringing member experience insights into planning and decision-making * Build and sustain trusted relationships with senior leaders, cross-functional stakeholders, vendor partners, and industry thought leaders to advance member experience insights and enterprise priorities * Develop executive- and board-ready reporting that connects member experience metrics, trends, risks, opportunities, and priority work underway into clear insights that support strategic decision-making * Manage and strengthen strategic vendor partnerships, including Gallup and J.D. Power, to advance survey strategy, benchmarking, research capabilities, and enterprise insight generation
QUALIFICIATIONS AND PREFERENCES:
• Bachelor’s Degree in marketing, economics, or a research/business related field. required
• 8+ years of progressive responsibility in Customer/Member Experience, including survey or listening program ownership, cross-functional influence, and insights-to-action leadership. required
• Financial services experience preferred
WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx-EntityID=2&id=3318

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.
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