{"id":143749,"date":"2025-07-16T21:26:16","date_gmt":"2025-07-17T01:26:16","guid":{"rendered":"https:\/\/www.thevalleyledger.com\/?p=143749"},"modified":"2025-07-16T21:36:32","modified_gmt":"2025-07-17T01:36:32","slug":"strategic-hire-marks-a-pivotal-move-in-transforming-the-credit-unions-member-experience-team","status":"publish","type":"post","link":"https:\/\/www.thevalleyledger.com\/?p=143749","title":{"rendered":"Strategic hire marks a pivotal move in transforming the credit union\u2019s Member Experience team"},"content":{"rendered":"<p><em>Strategic hire marks a pivotal move in transforming the credit union\u2019s Member Experience team<\/em><\/p>\n<p><strong>HARRISBURG, Pa. \u2014 July 16, 2025 \u2014 <\/strong><a href=\"https:\/\/www.psecu.com\/\">PSECU<\/a>, Pennsylvania\u2019s digital-first credit union, has appointed Eduardo Santos, Ph.D., as Vice President of Enterprise Growth Strategy and Insights, marking a significant step in the ongoing transformation of the credit union\u2019s Member Experience (MX) team.<\/p>\n<p>In his new role, Santos will oversee strategy, marketing analytics, experience analytics, market intelligence, and deposit strategy. His team will help the organization better understand members\u2019 preferences and align growth efforts with what drives value, grounding PSECU\u2019s strategy in data to deliver more relevant products and provide the best possible member experience.<\/p>\n<p>Santos brings more than 20 years of experience building and scaling data teams that bring clarity to complex decisions. Most recently, he served as Head of Data and AI at Loop Returns, where he built and led the company\u2019s data organization. During his tenure, he scaled self-service analytics adoption, reducing ad-hoc reporting by 75%, and developed an AI-powered fraud detection product that reduced merchant losses.<\/p>\n<p>\u201cOne of our biggest strengths at PSECU is our willingness to stay curious and keep evolving,\u201d said Erin Hennessy, Chief Member Experience Officer. \u201cEduardo\u2019s leadership in insights and growth will help us ask the right questions, find better answers, and unlock new ways to serve our members more meaningfully.\u201d<\/p>\n<p>Prior to Loop Returns, Santos served as Director of Data and Analytics at Brightwheel and Simple Finance. He also served as Vice President of Enterprise Analytics at United FCU, where he built and led the Data Science and Analytics function, modernizing data infrastructure and driving data-driven decision-making across the organization. His work resulted in measurable improvements, including a 35% reduction in issue resolution time and a 15% increase in Net Promoter Score through enhanced customer feedback systems.<\/p>\n<p>Santos holds a Ph.D. in computer science from Universit\u00e9 de Technologie de Compi\u00e8gne in France, specializing in digital imaging and machine learning applied to document<\/p>\n<p>Santos\u2019 hiring reflects PSECU\u2019s ongoing commitment to strengthening its Member<\/p>\n<p>Experience team. Since last year, the team has expanded its scope to integrate data analytics more deeply into product development and service delivery, creating a more cohesive and impactful approach to understanding and serving member needs.<\/p>\n<p><a href=\"https:\/\/www.psecu.com\/about-psecu\/our-story\">Learn more<\/a> about how PSECU is delivering personalized member experiences.<\/p>\n<p>The content provided in this publication is for informational purposes only. Nothing stated is to be construed as financial or legal advice. Some products not offered by PSECU. PSECU does not endorse any third parties, including, but not limited to, referenced individuals, companies, organizations, products, blogs, or websites. PSECU does not warrant any advice provided by third parties. PSECU does not guarantee the accuracy or completeness of the information provided by third parties. PSECU recommends that you seek the advice of a qualified financial, tax, legal, or other professional if you have questions.<\/p>\n<p><strong>By: PSECU<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Strategic hire marks a pivotal move in transforming the credit union\u2019s Member Experience team HARRISBURG, Pa. \u2014 July 16, 2025 \u2014 PSECU, Pennsylvania\u2019s digital-first credit union, has appointed Eduardo Santos, &hellip; <a href=\"https:\/\/www.thevalleyledger.com\/?p=143749\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Strategic hire marks a pivotal move in transforming the credit union\u2019s Member Experience team<\/span> <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":143751,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false},"version":2}},"categories":[69],"tags":[],"class_list":["post-143749","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-in-the-valley"],"jetpack_publicize_connections":[],"acf":[],"jetpack_featured_media_url":"https:\/\/www.thevalleyledger.com\/wp-content\/uploads\/2025\/07\/eduardo-santos.jpg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.thevalleyledger.com\/index.php?rest_route=\/wp\/v2\/posts\/143749"}],"collection":[{"href":"https:\/\/www.thevalleyledger.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.thevalleyledger.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.thevalleyledger.com\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.thevalleyledger.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=143749"}],"version-history":[{"count":0,"href":"https:\/\/www.thevalleyledger.com\/index.php?rest_route=\/wp\/v2\/posts\/143749\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.thevalleyledger.com\/index.php?rest_route=\/wp\/v2\/media\/143751"}],"wp:attachment":[{"href":"https:\/\/www.thevalleyledger.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=143749"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.thevalleyledger.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=143749"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.thevalleyledger.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=143749"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}