What’s in a name: Senior Director of Member Success and Loyalty

Jeremy Cline helps Truliant FCU leverage data and teamwork to improve the member experience.

Member satisfaction is more than a metric at Truliant Federal Credit Union ($3.6B, Winston-Salem, NC), where a growing team of experts is combining people and analytics to forge deeper, broader member relationships.

Jeremy Cline helps direct that effort as senior director of member success and loyalty. It’s a title the 15-year veteran of the credit union has held just since October, when the Tarheel State cooperative expanded his role as director of member satisfaction — itself just created in 2020.

Here, Cline describes his role and Truliant’s approach to member satisfaction.


continue reading »