Chief Experience Officer

Bridge Credit Union•Powell, OH

8d•Onsite

About The Position

Bridge Credit Union is seeking a full-time, on-site Chief Experience Officer in Powell, Ohio. The role oversees branch administration, the call center, marketing, operations, and business development, with responsibility for delivering an outstanding member experience and growing the core business. The Chief Experience Officer develops and executes member-services strategies focused on increasing membership, building a sales culture, and providing excellent service. The position emphasizes a proactive, needs-based sales approach, consistent branch experiences, effective resolution of member issues, and the use of key performance indicators to guide decisions. It also leads and develops staff while promoting collaboration across the organization.

Requirements

Proven leadership experience in financial services or a related member-focused industry.
Customer Experience and User Experience (UX) skills to design, evaluate, and enhance member journeys across channels.
Strategic planning skills to develop and execute long-term experience roadmaps aligned with organizational objectives.
Public relations skills to support member communications, brand reputation, and community engagement.
Project management skills to lead cross-functional initiatives, manage timelines, and deliver improvements on budget.
Strong analytical abilities to interpret data, member feedback, and performance metrics for decision-making.
Excellent written and verbal communication skills, with the ability to influence at all levels of the organization.
Bachelor's degree in Business, Marketing, Communications, or a related field.

Nice To Haves

An advanced degree or relevant certifications.

Responsibilities

Oversee branch administration, the call center, marketing, operations, and business development.
Develop and execute member-services plans and strategies, including increasing membership, creating a sales culture, and delivering excellent service.
Create a proactive, needs-based sales approach and ensure effective execution.
Ensure members are served promptly, courteously, and professionally, and that their questions and problems are effectively resolved.
Prioritize the member's viewpoint in decision-making and monitor key performance indicators.
Oversee technical support services and ensure member issues are resolved in a timely and professional manner.
Ensure professional relationships with external contacts and a consistent branch experience for members.
Direct, train, supervise, and appraise subordinates.
Inspire and motivate team members, collaborate with colleagues across the organization, and foster a collaborative culture.
Lead cross-functional initiatives to improve member experience.