Member Experience Manager

Accountable To: Chief Operating Officer (COO)

At Scotwest Credit Union, we put people above profit. We offer a collaborative, purpose-driven workplace, and the chance to make a real difference in our members’ lives. You'll be empowered to help shape the future of our services and be part of something more than just a job. If you are passionate about developing high-performing teams, improving systems and processes, and championing the member experience, this could be your next move.

Job Purpose

The purpose of the Member Experience Manager role is to lead the delivery of excellent member service across all operational functions; to develop the team and the Team Leaders; and to contribute to the continuous improvement of the systems, processes, and technology that shape how members experience Scotwest.

Key Responsibilities & Duties

• Responsible for the day-to-day delivery of excellent member service across telephony, lending, new members, payroll savings, and all related administration, allocating resources, duties, and responsibilities to ensure all services are delivered in line with service level expectations.
• Responsible for the performance of the operations team, monitoring and analyzing team and service level information and acting on it to maintain standards.
• Responsible for ensuring that credit union products, services, and benefits are positively promoted in all member contact.
• Responsible for loan underwriting, ensuring assessment criteria and authorization limits are adhered to and that loan documentation is completed accurately.
• Responsible for conducting regular quality checks to ensure accuracy of work and adherence to controls and processes.
• Act as the escalation point for complex member enquiries and complaints, ensuring all complaints are dealt with in line with the credit union’s Complaints Policy.
• Promote a strong culture of compliance, adherence to all policies, procedures, and regulatory requirements, including anti-money laundering, UK GDPR (data protection), and Consumer Duty.
• Contribute frontline insight to organizational planning, and support service improvement, technology, and change projects, including operational readiness for change.
• Responsible for the development of the team, supported by the Team Leaders, through coaching, mentoring, quality monitoring and feedback, regular reviews and appraisals, individual development plans, and the identification and delivery of training.
• Responsible for maintaining the records necessary for effective performance and personnel management.
• Any other duties as required.