Leah Mow
Strategic Leader at the Intersection of Brand, Experience & Organizational Growth
- Role
- Member Experience (Cx Mx) Manager at Numerica Credit Union
- Location
- Spokane, WA, US
- LinkedIn followers
- 500 followers
About Leah Mow
Strategic leader with deep experience at the intersection of member/customer experience…
Experience
Member Experience (Cx Mx) Manager
Jan 2022 — Present · Spokane, WA, US
Built and lead Numerica’s Member Experience (MX) department, embedding member-centricity across the organization. Developed and launched the strategy, team, and systems to turn insights into action- Created and scaled a Voice of the Member program adopted as a key organizational KPI- Directed a 9-month initiative to integrate MX into daily operations across 43+ employees- Led journey mapping practices that drove measurable improvements to policies and processes- Established two cross-functional councils to champion member experience improvements- Achieved greater NPS gains in 2024 than larger national competitors in a benchmark survey
Education
Eastern Washington University
Bachelor of Arts, Art History
Spokane Falls Community College
Design and Visual Communications, General
Purdue University
Master of Science - MS, Strategic Communication & Public Relations
2024
Skills
- Event Management
- Adobe Creative Suite
- Advertising
- Event Planning
- Public Speaking
- Community
- Editing
- Nonprofit Organizations
- Social Media
- Volunteer Management
- Graphic Design
- Strategic Communications
- Blogging
- Marketing Communications
- Art Direction
- Newsletters
- Direct Mail
- Community Outreach
- Fundraising
- Social Networking
- Copywriting
- Web Design
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