CUSTOMER EXPERIENCE

In April 2016, Community Financial merged with Warren Federal to become Blue Federal Credit Union. I served as the voice of staff and members throughout operational alignment. If I learned anything, people often struggle with change.

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My role began with a baseline analysis of the business, where I interviewed hundreds of staff and members to identify critical service improvements. A truncated version of this report was  delivered annually. Taking ownership of our Net Promoter program, I led efforts to improve VoC analysis and reporting, ensuring over 4500 annual surveys received a prompt and thoughtful response from our teams.

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Complementing these efforts, I built a website to capture VoE improvement recommendations, and led a team of analysts and executives to design service improvement projects. Our team mapped processes, updated website functions, developed training courses, improved member communications, and researched new products.  

In two short years, we achieved a 133% increase in Net Promoter Score and $58 million increase in loans and deposits.