Stacey Collins

Director, Experience Design & Implementation
BECU

Stacey Collins leads BECU’s Experience Design and Implementation team comprised of member experience project management professionals and experience training coaches providing focus, prioritization, execution and accountability for addressing the largest/most impactful experience gaps in an effort to further elevate the value of membership at BECU, the largest Credit Union in Washington State.
Working within the boundaries of a heavily regulated industry, Stacey and her team are responsible for driving an “outside-in” mentality and ensuring all programs to address member experiences are aligned and executed successfully to support the delivery of BECU’s brand promise and strategic initiatives across all contact and delivery channels. This includes engaging employees in the CX process using methodology that supports a virtuous cycle of ideation and innovation - incubation, crowdsourcing, assessment and resolution. This idea-stream platform continues to elevate ideas that result in iterative improvements to the things that matter most to our membership.
Stacey holds a Bachelor of Arts degree in Communications and is a Certified Customer Experience Professional (CCXP) – and is a proud 12th Man of the Seattle Seahawks.

Check out the incredible speaker line-up to see who will be joining Stacey.

Download The Latest Agenda

Customer Experience Design & Strategy

Wednesday, April 6th, 2016

12:00 WORKSHOP D: Engaging Employees To Come Up With CX Solutions

During our time together we will explore a case study that illustrates how BECU was able to implement a program that engages all employees in the CX process. The program supports a virtuous cycle of ideation and innovation: Inspiring and capturing ideas and seething them through graduation in 4 steps:
1. Incubation
2. Crowdsourcing
3. Assessment
4. Resolution
Spoiler alert: No idea is too small and every idea gets consideration. In fact, the small wins we have experienced have opened new lines of business (increased revenue), streamlined process driven effort (expense reduction), and fostered an environment of employee contribution (engagement).