Location: Newport News, VA
About the Role
Rockwoods is hiring a Specialist, Member experience on understanding and reshaping how members experience the organization's branches, from account opening through servicing, lending, and everyday communications. Maps journeys end-to-end, uncovers friction points directly from members and front-line staff, and shapes redesigned experiences that feel simpler and more consistent.
Key Responsibilities
- Lead end-to-end mapping of the member journey across account opening, servicing, lending, and communications touchpoints, creating current-state and future-state journey maps
- Conduct branch visits, shadowing sessions, and staff interviews to observe member interactions firsthand and surface friction points
- Facilitate member and staff feedback sessions to validate journey pain points and test proposed improvements
- Design improved, member-facing experiences for account opening, servicing, and lending interactions, balancing member needs with operational feasibility
- Review and rewrites member-facing communications, including notices, scripts, letters, and digital messaging, for clarity, tone, and consistency
- Build touchpoint inventories that catalog every interaction a member has with a branch, flagging redundant, confusing, or outdated steps
- Translate journey findings into specific, actionable workflow recommendations for the Process Improvement function to implement
- Prioritize journey improvement opportunities based on member impact, frequency, and effort required
- Present journey maps, findings, and member experience recommendations to the SVP, Sales and Service
- Stay current on member experience best practices and emerging expectations in retail banking and credit unions
- Serve as the voice of the member throughout the branch operations transformation program
Qualifications
- Bachelor's degree in Business, Communications, Human-Centered Design, or related field, or equivalent experiencs
- Two to three years of experience in customer experience, journey mapping, UX research, or a member/customer-facing role within financial services
- Skilled at facilitation and interviewing, with the ability to translate qualitative feedback into clear documentation