Melissa Castagna is the Director of Member Experience at BCU. She received her undergraduate degree from Illinois State University and is certified in Net Promoter Score. When Melissa started her career with BCU she instantly developed a passion for helping members discover financial freedom and building relationships. Melissa and her team are responsible for collecting, managing, and responding to member feedback throughout various channels while driving actionable insights to cross-functional team members to prioritize process and service improvements. Their goal is to provide superior service and seamless processes to create extraordinary experiences that will deepen member engagement.