Voted Forbes list of America’s Best In-State Credit Unions 7 years in a row!
At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following
:
Leadership Competen
cy
Demonstrates Interpersonal Awareness & Ski
- llsConveys information clear
- ly.Actively liste
- ns.Establishes and maintains constructive working relationshi
- ps.Works cooperatively with others to achieve shared goa
ls.Embraces Change & Learn
- ingActively seeks learning opportunities for continuous self-improveme
- nt.Champions, facilitates, encourages and supports chan
- ge.Drives innovative initiativ
- es.Advocates for best practic
es.Utilizes Critical & Creative Think
- ingFinds creative solutions to challeng
- es.Questions existing methods to suggest improvemen
- ts.Understands and contributes to business strate
- gy.Thinks ahead and plans for future succe
ss.Takes Personal Owners
- hipSets, understands and strives to achieve personal and professional goa
- ls.Actively works with others to achieve goals and resolve conflic
- ts.Takes personal responsibility for your actions and decisio
- ns.Seeks personal and professional growth opportuniti
es.
POSITION SUM
MARYThe Experience Designer is responsible for designing and continuously improving member journeys across the credit union's products and service delivery channels, partnering with cross-functional teams to convert unmet member needs into feasible, desirable, and innovative design concepts. As a cultural change agent and highly capable individual leader, this position supports the creation and maturity of a centralized experience and service practice while propagating human-centered design methodologies throughout the organization. Using independent judgement while working closely with cross-functional subject matter experts from across the credit union, the Experience Designer will support the creation and execution of a product roadmap that aligns with our mission and organizational strategy, ensuring seamless and consistent service experiences are delivered across all member touchpoi
nts.
ESSENTIAL FUNCTIONS & RESPONSIBIL
- ITIESPlans, facilitates and executes in-depth, human-centered design research with stakeholders and members, synthesizing feedback into actionable insights and proactively identifying areas of friction across physical, digital and assisted service environm
- ents.Leverages a range of service design tools and methodologies, including design workshops and discovery sessions, to produce journey maps and service blueprints that effectively visualize complex experience service ecosystems from both member and employee perspect
- ives.Discovers, translates and transforms underserved and unmet member needs into feasible, desirable, and innovative design conc
- epts.Partners with stakeholders in Product Management and Product Engineering to prototype, test, and iterate upon experience and service des
- igns.Serves as a subject matter expert on cross-functional product pods, utilizing user-centric insights and design principles to prioritize the human experience in all decision-making processes, while also helping stakeholders balance short-term execution and long-term experience priorities, identifying design trade-offs to optimize agility and minimize member fric
- tion.Maintains a centralized member experience research repository, featuring comprehensive records of previously tested and actively used user journeys and service blueprints, to serve as an essential tool for frontline and operational staff to reference while providing member ser
- vice.Works with cross-functional teams to get buy-in/approval/guidance, including lines of business, operations, legal, compliance, information security, fraud, and related funct
i
ons. JOB SPECIFICA
- TIONSStrong knowledge of design and prototyping tools such as Adobe, Sketch, InVision, Figma and other similar t
- ools.In-depth knowledge of service design methods, including journey maps, service blueprints, jobs-to-be-done, stakeholder maps, and
- more.General knowledge of consumer banking products, across deposits, cards and len
- ding.Proficient in MS office suite of prod
- ucts.Proficient in Jira and other Atlassian t
- ools.Self-motivated; proactively takes the initiative to accomplish necessary tasks and seize new and often challenging opportuni
- ties.Possess and exhibit excellent analytical, prioritization and time management sk
i
lls. EDUCATION, TRAINING & EXPER
- IENCEBachelor's degree required or a minimum of four years directly related experi
- ence.Five years to ten years of similar or related exper
ience__________________________________________
_____Benefits We Of
- fer: Employee loan dis
- countStudent loan/tuition assistance pr
- ogramComprehensive medical/dental/vis
- ion +PTO and paid federal hol
- idaysWeekly payc
- hecks401k plan with employer match/profit sh
- aringParticipation in the Annual Incentive
Plan
Additional
- Perks:Continued training and advancement opportu
- nitiesBalanced/Predictable schedule; all locations close at 5pm and on S
- undaysOpportunity to join our many employee created Engagement Groups (e.g. Pride at Work, Women in Leadership, Book Club, Running & Wa
- lking)Local Volunteer Opportunities with employer contributed Volunte
- er DayCompany Outings and annual
- SummitHybrid work enviro
nments
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LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY
EMPLOYER