What’s in a name: Member Experience Researcher

With nearly 1.3 million members scattered across the country and around the world, a delivery network of 60 branches, and a full lineup of digital delivery options, BECU ($26.8B, Tukwila, WA) is committed to refining its member experience — or, as it says, its user experience (UX). The big cooperative shares its UX principles on the web and has even built a team to focus specifically on UX.

Member experience researchers are an important part of that team. These are the people who assess how products and services work from the perspective of BECU employees and members. Meg Wyble, a 15-year BECU employee, is one of the first to hold the title. Here, she talks about the genesis of her job and what her daily routine looks like.

Is member experience researcher a new role at BECU? What does it involve?

Meg Wyble: BECU created the member experience researcher role about two years ago specifically for the work my team does. Our leaders believe this type of work offers value to the credit union and our members. We conduct user experience (UX) research to better understand the experiences at the credit union both for our membership and our employees.

 

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