Building A Culture Centered Around Member Experience

Online Webinar:  January 6th | 2 PM EST

Hear From Our Guest Speakers

 


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Sometimes it’s easy to get lost in your workflow and forget you have a number of peers across the board who are fighting the same challenges as you.

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- Arturo Leon, AVP and Member Experience Officer 

Strong Member Experience Doesn’t Come From Just One Department.


Member experience is built through shared understanding, cross-functional collaboration, and a unified culture set on the same goals. First Financial of Maryland Federal Credit Union ($1.3B, Sparks, MD) has found a way to make all of that come alive through their new hands-on leadership program.

The program was developed as a cross-functional cohort of emerging and established leaders from departments spanning the entire organization. Participants are immersed in several workshops that strengthen alignment and inspire new approaches to MX that are tailored to the tools and resources each department has.

In this webinar, Arturo Leon, AVP & Member Experience Officer, and Vida Brown, Member Experience Administration Supervisor, will share how First Financial designed the program, what they’ve learned, and the impact on member experience the credit union is already seeing.

What you’ll learn:
  • Ways the workshops have helped leaders understand their roles, where they intersect, and how they can use that to elevate the member experience.
  • What outcomes and positive changes emerged from the first few cohorts.
  • How the credit union was able to develop a leadership program which received “overwhelmingly positive” feedback from participants with minimal disruption on their work.
  • Best practices and lessons your credit union can adapt to strengthen its own member experience culture.

Register Your Spot

Guest Speakers

Arturo Leon

AVP & Member Experience Officer

Vida Brown

Member Experience Administration Supervisor