Member Experience Strategist

Member Experience Strategist

At TFCU, we welcome people of all backgrounds. We know that embracing a diverse team makes us a stronger and better organization. Here you can expect a professional workplace where all employees have the opportunity to feel seen, respected, valued and heard.

Tinker Federal Credit Union's Digital Strategy department has an immediate opening for a Member Experience Strategist! This is an exciting opportunity to join the largest and best credit union in Oklahoma! We offer competitive pay, a robust benefits package, a "smart casual dress code" and much more! We want you to work and grow at TFCU, so there will be many opportunities for professional development and growth through training and continued education. We value you at TFCU!

As a Member Experience Strategist, you will be responsible for the following:

• Defining, analyzing, and continuously improving end-to-end member and employee journeys across digital channels, branches, member support, and operational teams.
• Managing scalable feedback systems, conducting qualitative and quantitative research, and translating insights into clear experience, workflow, and system requirements for credit union platforms.
• Uncovering member motivations, expectations, and pain points, and partnering with departments to embed those insights into product development, service design, messaging, and operational processes, ensuring that the member and user experience function as a cohesive and efficient whole.

Salary Range:

This is an exempt position. The starting salary range is $131,113.13 - $163,891.42; however, actual placement within the range will be determined individually based on your experience relative to organizational needs and internal salary equity.

Schedule:

Normally works a weekday schedule, but may be required to work evenings, holidays, or weekends. Daily travel is required; overnight travel may be necessary. Could be subjected to on-call status.

Education/Experience:

A bachelor's degree in marketing, psychology, sociology, business, or a closely related field and eight years of experience spanning digital experience, service design, or product management, paired with customer insights and research expertise, are required. Applicable work experience and/or military experience may be substituted for education at the rate of two years of experience for one year of education. Applicable additional education levels or relevant but not required certifications may be eligible to satisfy minimum experience requirements. Experience related to financial services, fintech, or other regulated industries is preferred, particularly in roles supporting large-scale digital or operating-model transformation.

Certificates, Licenses, Registrations:

• Incumbent Bonding REQUIRED by TFCU's chosen authority.
• Valid driver's license, maintaining an acceptable Motor Vehicle Record.

Keys to success:

In order to be successful as a Member Experience Strategist you must possess these qualifications:

• Strong systems thinking with the ability to connect member, employee, and business needs across complex environments.
• Proven ability to influence and align stakeholders at all levels without direct authority.
• Expertise in journey mapping, service design, human centered design, and guiding how experiences should be designed and delivered.
• Advanced qualitative and quantitative research skills, including usability testing, segmentation, and large-scale tracking studies.
• Strong analytical and storytelling capabilities with the ability to translate complex data into clear, actionable insights for executive decision-making.
• Demonstrated strength in diagnosing root causes, identifying opportunities, and developing creative, pragmatic solutions that balance long-term vision with near-term execution.
• Experienced in guiding large, organization wide initiatives and bringing diverse teams together around shared goals.
• High level of adaptability, accountability, and effectiveness in fast-paced, ambiguous, and transformational environments.
• Exceptional verbal, written, and visual communication skills with the ability to build trust, influence decisions, and tailor insights to wide-ranging audiences.
• Familiarity with financial services, regulated environments, and common member and employee workflows, along with general awareness of widely used customer relationship and workflow management platforms, a plus.
• Must be willing and able to operate a motor vehicle daily to travel to client sites and other business locations.
• Must be able to travel independently, to include operating a motor vehicle in cities and rural or remote areas not accessible by public transportation.
• Must be able to transport materials, equipment, and other business-related items.

Tinker Federal Credit Union is an Equal Opportunity Employer and is committed to providing an environment free of harassment and discrimination. We celebrate the unique differences of our employees, and welcome people of all backgrounds. We do not discriminate on the basis of race, religion, color, national origin, sex, age, marital status veteran status, disability status, pregnancy status, parental status, political affiliation, or any other status protected by law.