Description
Lead the strategy and execution of exceptional member experiences across all channels. Oversee member interaction quality, surveys, and experience-related initiatives to ensure delivery of the Signature Experience. Act as a consultant to management on processes, systems, and products impacting member satisfaction.
Key Responsibilities
+ Drive member experience strategy and roadmap (2025 execution, 2026 planning).
+ Oversee NPS and satisfaction surveys, monthly reports, and ad hoc deliverables.
+ Manage Qualtrics vendor relationship and implement best practices.
+ Monitor industry trends and recommend improvements to policies and processes.
+ Review member communications and escalate issues for resolution.
+ Conduct assessments of delivery channels and influence cross-functional alignment.
+ Educate staff on member experience concepts and advocate for members internally.
+ Provide data-driven insights to leadership and ensure accountability.
Qualifications
+ Bachelor's degree preferred; experience in financial services required.
+ Proven ability to improve end-user experience and influence digital interfaces.
+ Strong leadership, communication, and collaboration skills.
+ Proficient in Microsoft Office; familiarity with survey tools (Qualtrics, Medallia).
+ Understanding of credit union systems (Symitar, Akcelerant, etc.) a plus.
Skills
survey tools, medallia, Qualtics, CX, Member Experience
Skills/Experience:
- Experienced Strategic Leader with proven record developing Customer (Member) Experience Strategies and Roadmaps
- Experienced in leading Customer (Member) Experience Governance in a cross-functional environment
- Experienced in leading/chairing a Customer (Member) Experience Council or Committee
- Experienced in evaluating and maturing a Customer (Member) Experience Program
- Experienced in designing, evaluating, and improving Customer (Member) Journeys
- Experienced in serving and presenting to cross-functional committees and management
- Hands-on and analytical Customer Experience professional.
- Driven, proactive and self-aware.
- Excellent verbal and communications skills.
Job Type & Location
This is a Contract position based out of Pasadena, CA.
Pay and Benefits
The pay range for this position is $65.00 - $95.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Pasadena,CA.
Application Deadline
This position is anticipated to close on Nov 21, 2025.
h4> About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.