Customer Experience Management (CXM) Practice Manager

You will serve as a key contributor to the Office of Strategy Management in the ongoing growth and maturity of UNFCU’s member experience management (MXM) practice.  

This position is hybrid (2x/week onsite). 

NYC Salary Range - $100,860-$125,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Support and evolve a best-in-class MXM CoE that produces actionable, measurable, and effective plans that drive the maturity and impact of member experience at UNFCU.
• Structure, facilitate, participate, and/or influence cross-team and business unit projects.
• Facilitate design sessions, including journey mapping, return on investment (ROI) impact analysis and related activities.
• Advise, consult on, and guide projects related to the member experience (MX).
• Co-create resources, education, tools, and templates in collaboration with the MXM Experience Liaison Network and the business units.
• Embed the discipline of MX across UNFCU; educate on MX tools and resources, and by defining, influencing, and championing effective ways of working.
• Build the MX skills and competencies of the organization, aligning development with the capabilities needed to continually mature the MX discipline.
• Drive organization-wide understanding by sharing stories, data, insights, metrics, and impact models that demonstrate value.
• Enable value-driven MX improvements by aligning them to business and member outcomes.
• Assist in facilitating and aligning the activities of the organization through journey management.
• Help define the portfolio of MXM CoE programs related to improving the experience (resource center, engagement programs, etc.).
• Collaborate with the AVP Strategy & MX to create and manage measures, business value, and benefits realization of MX projects.
• Assist in the compilation of presentations to the Board of Directors, Executive Management, and other committees, as necessary.

• Bachelor’s degree in Business Administration/Management (or equivalent life experience) and 5+ years related experience, preferably in a financial institution
• 3+ years leading an experience management practice
• High degree of proficiency using Microsoft Office Suite, including Excel, PowerPoint, and Word
• Strong research and analytical skills with strong knowledge of member experience best practices
• Strong project management skills
• Proven analytical and quantitative skills and ability to think strategically
• Strong interpersonal, verbal, and written communication skills, with high attention to detail

• Certified Customer Experience Professional (CCXP) preferred
• Familiarity with the Qualtrics platform or similar

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.