Member Insights & Strategist

Overview

Take a leap and join our team! At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ stories and experiences are our most valuable asset. We go further when we go together. Here you can join a team who is passionate about serving others and making a positive impact in the community, with meaningful work and opportunities to grow in your career.

Your wellbeing and prosperity are a priority. Get to know us:
About - Gesa Credit Union

Role

Summary:


The Member Insights & Experience Strategist shapes Gesa’s member experience strategy by identifying key member motivations, expectations, pain points, and desired features. This role designs and manages scalable feedback systems, oversees qualitative and quantitative research, and translates findings into strategies that improve the member journey and support business outcomes. The successful candidate collaborates across departments to integrate insights into product development, messaging, and service processes, and translates member insights into meaningful improvements with a member-first focus.

• Design and manage scalable systems to gather feedback across channels regarding perceptions, motivations, expectations, pain points, and desired features.
• Conduct qualitative and quantitative research (e.g., interviews, surveys, usability testing, focus groups) to explore member behaviors, attitudes, and decision-making drivers.
• Analyze and synthesize insights from diverse data sources to uncover trends, unmet needs, and barriers to engagement; translate findings into actionable recommendations.
• Develop and report on KPIs such as NPS, CSAT, churn, and engagement metrics to measure satisfaction and inform experience strategy.
• Track and communicate the performance of initiatives driven by member insights, including learnings from testing and experimentation.
• Partner with internal and external stakeholders to align research with business goals and ensure insights are integrated into product development, messaging, and engagement strategies.
• Identify and mitigate risks to the member experience by proactively troubleshooting issues and recommending process and communication improvements.
• Champion experience redesign initiatives, prioritizing gaps in the journey and developing roadmaps to address root causes and enhance overall satisfaction.
• Advocate for member needs and perspectives in strategic planning and daily decision-making to ensure a member-first orientation across teams.
• Identify opportunities to simplify, automate, and humanize member interactions to reduce friction and deepen emotional connection.
• Support experience enablement by contributing to training, tools, and best practices that help teams respond to member motivations and expectations.
• Provide advisory support to stakeholders on experience-related initiatives, ensuring alignment with member insights and business goals.
• Partner with compliance and legal teams to ensure all member touchpoints and communications are compliant with regulatory standards.
• Continuously monitor industry developments and evolving member expectations to keep Gesa’s insights and experience programs innovative and relevant.

• Exceptional interpersonal and communication skills with the ability to influence at all levels.
• Strong analytical, quantitative, and storytelling capabilities; able to translate complex data into clear, actionable insights.
• Expertise in both qualitative and quantitative research methods.
• Deep understanding of member lifecycle, needs, and experience strategy.
• Ability to lead cross-functional initiatives and drive cultural change.
• Passion for delivering best-in-class, compliant, scalable member experiences.
• Demonstrated ability to lead cross-functional initiatives and drive strategic improvements.

• Bachelor’s degree in marketing, psychology, sociology, business, or a related field preferred.
• Minimum five (5) years of experience in customer insights, user research, market research, or a related field; education may be substituted.
• Proven experience designing and managing successful feedback systems and end-to-end research…