Senior Vice President of Member Experience

Job Description:

The Senior Vice President of Member Experience oversees and deploys the Credit Union’s retail strategy and back-office operations. Participates in establishing and implementing primary credit union goals and objectives and serves as a resource in all aspects of retail operations and member services. Develops relevant policies, procedures, and training to ensure that all products and services of the credit union are professionally promoted and effectively distributed and that quality member service is provided to all members. Provides inspiring leadership and communication while developing the organization’s retail vision in alignment with the credit union’s growth and community impact strategy.

The SVP of Member Experience is responsible for planning and executing the member experience within the retail delivery system. This includes developing branch and contact center operational objectives and leading operations staff to ensure operational consistency, project completion, process adherence, and mitigation of internal and external risk factors. Represents as a key stakeholder, project manager, or team lead on projects supporting defined organizational initiatives. Collaborates with cross-functional stakeholders to improve operational and service objectives within the retail channel.

Requirements

• Provides leadership and vision for the strategic development and management of the retail delivery system, aiming to attain maximum productivity by setting effective sales goals, incentives, and member service benchmarks in order to ensure the financial strength to achieve short and long-term sustainability.
• Leads and inspires individuals and teams focusing on sales, service, performance management and employee engagement. Ensures a consistent staffing model between branches and departments and that staff is well-trained, effective and optimally placed.
• Responsible for delivering quality member services throughout the retail branch system, promoting branch growth, ensuring operational consistency and successfully creating an environment that supports a “needs-based” member relationship environment.
• Participates in the development of the organizational strategic plan and budget. Sets short- and long-term operational strategies and objectives that promote the success of organizational goals while providing the management with the necessary tools to meet these goals. Assists with strategic plan implementation and respective objectives, strategies and projects.
• Leads the promotion and demonstration of our culture and core values by actively participating in the retail channel, being a visible and available leader, and being a communicator/implementer of key strategies to improve our member and employee experience that supports the brand identity.
• Oversees the acquisition and disposition of credit union-owned and leased facilities, as well as the credit union’s ongoing maintenance and physical security programs.

Qualifications:

• Eight to ten years of similar or related experience.
• Five to eight years of experience in management.
• Bachelor’s degree in related field or an equivalent combination of formal training and experience.
• Previous experience with financial institutions.

This is a full-time, exempt position with a pay range of $148,370.71-$185,463.39 annually, which will be adjusted based on experience, education and qualifications.

If you think you are the superhero to bring unforgettable experiences to our members and help grow a thriving organization, please apply. We appreciate your interest in employment and look forward to meeting you!