Senior Program Manager Enterprise MX Insights and Strategy

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

12082

Grade:

26S

Status:

Exempt

POSITION AND PURPOSE

The Senior Program Manager, Enterprise Member Experience Insights & Strategy leads Golden 1's enterprise approach to understanding, prioritizing, and acting on member feedback. This role sets the strategic direction, operating model, and governance for the G1 survey program and broader insights-to-action discipline, ensuring member experience data is translated into clear priorities, executive-ready insights, and measurable improvements across products, services, channels, and journeys.

The role advances member listening as an enterprise capability by expanding survey strategy, research methods, and experience signals that reflect evolving member needs, business priorities, digital experiences, and opportunities tied to new products, services, and journeys. By connecting feedback to action, this role helps Golden 1 focus on the highest-impact member friction points, strengthen engagement, and make more informed decisions that improve the member experience.

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.

THE WORK

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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

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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

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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

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Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

QUALIFICATIONS

•

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

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Ability to lead enterprise programs, influence cross-functional partners, and drive measurable member experience outcomes.

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Experience with survey strategy, listening program design, research methods, analytics, and strategic vendor partnerships.

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Advanced ability to translate complex data, research, and member feedback into executive-ready insights and strategic recommendations.

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none required

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Solves Problems Proactively - Tackles complex issues independently

•

Innovates and Applies Insights - Suggests improvements

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Delivers Results with Agility - Maintains quality during change 

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Collaborates Across Teams - Works effectively with peers 

•

Influences and Persuades - Shares expertise to guide others 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of management (Managers, VPs, SVPs, EVPs, and the CEO), and other key staff.

EXTERNAL:

Industry peers and leaders, legal, third-party vendors, and regulators.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

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.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.