Member Experience Manager
Federal Home Loan Bank of Des Moines

At FHLB Des Moines, we work each day to develop an inclusive culture that supports and leverages the complexity of a diverse workforce. This enables us to effectively serve the needs of our members and help them succeed.

The Member Experience Manager works with the Member Strategies and Marketing Team as well as product line teams, sales teams, and other Bank staff to act as the voice of the member in decision making and strategy development. Participating in bank projects, working groups and other decision-making processes, the Member Experience Manager leverages direct member feedback to ensure that the member impact is understood and accounted for in bank activities product design. With a strong understanding of member-facing processes, this position identifies critical touchpoints across various channels, platforms and events and makes recommendations to improve or enhance those touchpoints. The Member Experience Manager also assists the team with marketing and communication strategies and ensures these strategies are consistent, aligned with the Bank's brand and supports the bank's value proposition.

Accountabilities:

• Manages, analyzes and reports on member feedback data and manages the systems through which the data is captured; makes recommendations to the Director, Member Strategies and Marketing on how to optimize member feedback mechanisms.
• Manages vendor relationships that supports member feedback, events or other activities as necessary.
• Measures KPIs through departments and explores/recommends what other data should be tracked in order to establish actionable Member Experience metrics that represent what matters most to members.
• Participates and represents the Member Strategies and Marketing Team in operational developments such as new products, services and touchpoints.
• Participates in and provides strategic guidance for the development of overall marketing and communications strategies leveraging member feedback and knowledge of member-facing processes.
• Supports development of presentations, webinars and other messaging for executive team and product line teams that ensures consistent message delivery and brand management.
• Working with the Member Strategies and Marketing team, as well as approved vendors, manages and designs member-facing events that convey our brand/value proposition and support business development.
• Assists with development of appropriate timelines and management of work flow streams keeping all stakeholders informed and aligned.
• Assures proper analysis of data occurs to identify patterns/trends and reports the ongoing results.
• Maintains efficiency and accuracy within the department and ensures regulations and policies are adhered to while delivering high quality, timely execution.

Qualifications:

• 5+ years of demonstrated experience in business development, marketing or customer experience management. .
• Experience/knowledge related to financial institutions, GSEs and/or housing finance-related entities preferred.
• Experience with survey platforms or other feedback platforms required; knowledge of Qualtrics XM preferred.
• Strong written and verbal communication skills and ability to work effectively among multiple team environments.
• Ability to distill complex issues into an understandable format.
• Ability to work independently in a fast-paced environment.
• Bachelor's Degree in related field required.

Compensation Range:
Annual Salary: $110,000.00 - $130,000.00

This salary range represents the Bank's good faith and reasonable estimate of possible compensation at the time of hire. Offer to be determined by selected applicant's education, experience, knowledge, skills & abilities, as well as internal equity and alignment with market data.This role is also eligible to participate in the Bank's annual incentive plan.

As part of our competitive Total Rewards package, the Bank offers 11 paid holidays, 5 weeks of PTO and a work culture that values work/life balance. Most roles are eligible for our hybrid work schedule of 3 days per week in office, 2 days per week work-from-home. We match 100% of the first 6% you contribute to your 401(k), and provide an additional 4% non-discretionary contribution to your 401(k) at the end of year. More information on our Total Rewards program can be found here.

At FHLB Des Moines, we celebrate diversity, work to create an inclusive culture and champion equity in all of our policies and practices. This enables us to effectively serve the needs of our members and help them succeed. FHLB Des Moines is proud to be an Equal Opportunity Employer. We prohibit discrimination on the basis of race, color, religion, sex (including pregnancy, sexual orientation or gender identity), national origin, age, disability, veteran status, genetic information (including family medical history), status as a parent or any other characteristic protected by federal, state or local law.

This job has expired.