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’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.

Get to know us: www.gesa.com/aboutus

Role Summary:

Responsible for the overall strategy, direction, and management of the delivery of the member experience and/or business results and the distribution of products and services across all channels. Crafts a strategic focus on elite member experience, outstanding service and relationship building. Collaborates with partners and other Gesa business lines to ensure extraordinary experiences that meet member needs are delivered cohesively with strategic intent across all channels. Aligns functional teams to work across disciplines and channels to deliver on service expectations and production goals. Acts as an inspiring leader on handling various methods to increase member value, time to value and to optimize cost to serve. Partners with Gesa executives to assess current states and ensures future requirements are met.

What You Will Be Doing:

1. Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey
2. Collaborate closely with heads of other teams such as retail, marketing, customer care, mortgage, finance, IT and commercial to ensure member-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
3. Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
4. Contribute to the development maintenance of a member experience centric culture across the organization.
5. Collaborates across Gesa business units to ensure outstanding experiences/business results delivered with consistent strategic intent.
6. Applies the experience-focused and human-centered design mentalities to develop need/portfolio vision, values, goals, outcomes, and evaluation methods.
7. Accountable for more sophisticated, far-reaching experiences within a broad portfolio.
8. Acts as an inspiring leader leading through Agile methods to increase member value, time to value, and to optimize cost to serve.
9. Accountable for delivery of member, relationship and product production working with marketing and channel partners.
10. Partners with the product line to position products and segment members to ensure optimal member value and long-term value for the organization.
11. Leads change capacity to optimize member benefit and business performance.
12. Supervises industry trends and member insight as an input to current improvements of member value proposition and/or development of new value propositions.
13. Sets direction for distribution plan working with established service level and financial guardrails to build a balanced growth plan for the product line and the broader business.
14. Handle vendor relationships as assigned and serve as the central contact for all vendor communications.
15. Develop evaluation methods and build processes to ensure accuracy when crafting and maintaining analysis reports.
16. Maintain all critical data with the highest standard of confidentiality and professionalism. Consistently display respect for all areas of diversity and levels of knowledge.
17. Lead direct reports and provide guidance, mentorship and coaching as required.

About You:

1. Ability to effectively and professionally communicate ideas and information, both orally and in writing.
2. Ability to make presentations to groups and demonstrate excellent communication skills.
3. Ability to successfully instruct staff and lead brainstorming sessions regarding service improvement.
4. Ability to empower staff and coworkers and work well in a team environment.
5. Strong analytical, quantitative, and modeling skills.
6. Solid understanding of IT technologies, processes, and procedures.

Leadership core competencies:

Leaders at Gesa Credit Union are lifelong learners who, by developing themselves, are better able to grow our team members and our organization as well as serve as influential role models for each other. We believe that every team leader, no matter their position or years of experience, must model and continue to strengthen these competencies which are foundational to our view of leadership and support the achievement of our strategic goals.

• Leading Others
• Developing Others
• Emotional Intelligence
• Social Responsibility
• Performance & Results Orientation

What You Will Need:

1. Bachelor’s Degree
2. 4 additional years of related experience may be substituted in lieu of Degree
3. 10 or more years of dynamic related experience developing strategies, leading major initiatives, and delivering results within a sophisticated matrix environment.
4. 6 years’ experience in a leadership role.
5. Proven experience leading change and driving innovation.
6. Demonstrated understanding of customer experience management as a business philosophy.
7. Proven leadership and a passion for developing talent.
8. Willingness to put the team and the mission first, before self.

Our Team Member Value Proposition

In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• Paid Time Off – Plus 11 Paid Holidays!
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Get wise to what’s possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or [email protected] to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment drug screen which includes screening for all drugs considered illegal or controlled by the State of Washington, as well as, a credit/background check and a skills assessment.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.