Chief Experience Officer

Job Description:

KEY RESPONSIBILITIES

Strategic Leadership

• Develop and implement a comprehensive member experience strategy across marketing, operations, and retail branches that align with the credit union’s growth objectives.
• Partner with the CEO and executive team to ensure that member experience initiatives support overall business goals, including revenue growth, member retention, and market expansion.
• Champion a member-first culture across the organization, ensuring that every interaction reflects the credit union’s core values.
• Foster an internal culture that supports innovation, collaboration, and a member-first mindset.
• Work closely with HR to ensure that all staff, particularly branch employees, are equipped with the training and tools necessary to deliver superior service.

Marketing Leadership

• Oversee the creation and execution of marketing strategies that promote member acquisition, retention, and engagement, ensuring that all campaigns are aligned with the credit union’s brand and goals.
• Drive personalized marketing efforts using data analytics and segmentation to reach key member demographics and increase product adoption.
• Ensure consistent branding, messaging, and communication across all channels, including physical branches, websites, mobile apps, and social media platforms.

Operations & Efficiency

• Lead operational strategies to streamline processes, reduce costs, and improve service delivery across all member interactions.
• Implement technology solutions to automate and optimize operations, enhancing member experience and operational efficiency.
• Monitor operational performance metrics and drive continuous improvement initiatives that enhance member satisfaction while ensuring compliance with industry regulations.

Retail Branch Network Management

• Oversee the strategy and management of retail branch operations, ensuring that branches are positioned to meet the financial needs of members while delivering personalized, high-quality service.
• Innovate branch operations by integrating technology solutions, enhancing face-to-face interactions, and maintaining a seamless omnichannel experience for members.
• Lead efforts to optimize the branch network, including decisions on branch locations, staffing, and service offerings based on member preferences and local market needs.

Member Data & Analytics

• Utilize member data analytics to drive personalized experiences, optimize service delivery, and inform business decisions.
• Monitor and report on key performance indicators (KPIs) such as Net Promoter Scores (NPS) and operational efficiency metrics to assess the effectiveness of member experience initiatives.
• Establish a data-driven approach to continuously improve member touchpoints and increase member engagement.

Cross-functional Collaboration

• Collaborate with other senior leaders to align operations, marketing, and branch strategies with digital transformation, financial targets, and risk management goals.
• Work with HR to implement training and development programs that empower branch staff to deliver exceptional, consistent member service.

Compliance & Risk Management

• Ensure all operations, marketing strategies, and member services comply with state and federal regulations, including data privacy laws and industry standards.
• Collaborate with compliance and risk management teams to mitigate operational risks related to member experience initiatives and new product rollouts.

Community & Member Engagement

• Lead community involvement initiatives that reinforce the credit union’s commitment to serving its local regions and members.
• Develop and oversee corporate social responsibility (CSR) programs that align with credit union values and enhance member trust and loyalty.

Qualifications

• Bachelor’s degree in business, Marketing, Finance, or related field, preferred.
• 10+ years of senior leadership experience in financial services, marketing, or operations, with a demonstrated track record of improving customer/member experience.
• Proven experience integrating technology into business operations.
• Strong understanding of the financial services industry, particularly credit unions, including trends, regulations, and market dynamics.
• Experience leading multi-regional retail operations and scaling business in new markets.
• Demonstrated ability to use data and analytics to drive decision-making and optimize business strategies.
• Excellent leadership, communication, and collaboration skills, with a track record of building and leading high-performing teams.

ESSENTIAL MENTAL, PHYSICAL & ENVIRONMENTAL DEMANDS

General – The physical demands described here are representative of those that must be to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this position, the employee is regularly required to talk or listen. The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

Physical – Office mobility required.  Approximately 20% standing, 70% sitting, 10% walking, as needs demands.  Possess sufficient manual dexterity to skillfully operate standard office equipment. Other demands include talking, handling & reaching, seeing (corrected vision) and hearing in normal range. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. A telephone device to enhance your hearing will be provided if needed. Occasional light lifting. The employee must occasionally lift and/or move up to 30 pounds. Periodic inter-branch or interdepartmental access may be required, including for distribution and access to various materials, equipment, meetings, etc.  Storage and retrieval of materials, maximum reach required is 84 inches.

Mental – Mental effort required involving considerable organization, planning and analytical efforts with superior communication.  General demands include alertness, memory, observation, empathy, ingenuity, learning ability, problem solving; patience; initiative; memory; objectivity, creativity, speaking ability, reading and writing ability, judgment, persuasiveness, concentration, flexibility, precision, and auditory discrimination.

Environmental – Minimal discomfort from heat, dust, air conditioning.  The noise level is usually moderate, including external road noise.  Transport within remote branch and/or main office/facility may be single or multilevel (as required) including a variety of stairways, elevators, etc. Exposure to computer and other electronic equipment.  Lunch/break area exposed to microwave; and is in basement at main office.  Facility is 100% free of tobacco smoke.