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.
