2015 Applicant: Karen Myers

Karen Myers is a 32-year-old Member Experience Manager of Community Choice Credit Union ($667M) in Farmington Hills, Michigan, United States.

Project Title
Designing the Member Experience

Short Pitch    
Map the member experience, minimize barriers, maximize delight...

Synopsis
Community Choice Credit Union is embarking on a new mission to redesign the member experience. Our guiding light is simplicity. We will aim to map the member experience of our touch points and remove the barriers members and prospective members face when trying to engage with us, our products and our services. These barriers were not intentionally created, they are a bi-product of the rush to deliver omni-channel service. 

I am fortunate enough to lead these efforts as the incoming Member Experience Manager. This new role is a natural progression in my decade long credit union career. I have always focused on people - from sales and service to marketing to product development to training and development. Now, my passion for service and simplicity will help me drive this philosophical and behavioral shift at CCCU. 

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