Financial Wellbeing Program Manager

Effectively manages Lake Trust’s Financial Wellbeing Program. Leverages key insights from a multitude of member feedback methods and partners with leaders across the Credit Union to improve members’ overall experiences. Cultivates a strong partnership with vendor partners to manage program development, implementation, and analysis. Utilizes strong communication skills and cross-functional coordination to proactively work with business stakeholders to drive sustainable member engagement and wellbeing through the creation of new processes, enhancement of existing processes, and enablement of robust reporting.

What you’ll do

• Manages and contributes to the development and execution of a comprehensive Member Wellbeing Strategy focused on key outcomes, including increased member engagement through the lens of financial wellbeing.
• Develop and execute a roadmap including program progression and socialization, reporting, financial wellbeing management (admin/analytics/reporting) platform, and integration of concepts into all aspects of Lake Trust business.
• Act as a champion for the Financial Wellbeing Program, subject matter expert, and primary point of contact for leaders across the organization.
• Establish and foster cross-functional relationships with appropriate stakeholders across different departments/groups to ensure the FWB Program is fully aligned across the organization.
• Continually monitor and identify insights and key drivers of both negative and positive member experiences based on analysis of surveys and other quantitative and qualitative feedback sources.
• Ensure quality of program, which includes partnering with appropriate departments to develop, test/validate sample files, and ensure data exchanges occur as planned.
• Manages the development of surveys, analysis, and continuous improvements for the current suite of survey tools.
• Prepare and deliver appropriate reporting and presentations for different audiences to share insights and recommendations to improve products, services, and experiences.
• Drive change management throughout the organization from a people, process, and technology perspective.
• Support the Closed-Loop Feedback process by collaborating with teams responsible for service recovery and delivery channel leadership to identify strategic and tactical improvement initiatives that reduce the level of problem incidence and promote member engagement.
• Coordinate and lead representatives (Think Tanks) from across various business areas to identify, innovate, lead, and support efforts to improve member engagement through financial wellbeing.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

Knowledge, Skills and Abilities

• Effective oral and written communication skills.
• Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

What you’ll bring

• Bachelor’s degree, preferably in marketing, economics, or a research/business related field is required.
• 3 - 5 years of progressive responsibility for Customer/Member Experience program methodologies.
• Experience in the financial services industry, including familiarity with loan and deposit products, is preferred.
• Experience managing in-depth analytics including combining survey research with transactional data to perform analysis.
• Proficient in analyzing data, reaching conclusions, and making relevant recommendations.
• Ability and desire to think creatively and offer solutions that generate value for the Credit Union and its membership.
• Proficient in managing change across multiple business areas.
• Able to work on multiple projects simultaneously with minimal supervision.
• Excellent verbal presentation and written communication skills are required including the ability to deliver presentations to various audiences.
• Ability to obtain a comprehensive understanding of the Credit Union’s business goals and objectives; excellent demonstrated analytical, communications, organizational, and decision-making skills.

What you’ll get

We know that pay and benefits are important. And, we’ve really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you’ll enjoy:

• Working with an energetic team focused on making our members wildly successful
• An opportunity to work with others that have your back every step of the way
• Opportunities to make a difference both inside and outside of our walls
• Being treated like you are more than the work you do
• Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

Job Type: Full-time

Pay: From $84,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Work Location: Hybrid remote in Brighton, MI 48114

Salary : $84,000 - $-1