SVP, Chief Experience Officer

Mid Hudson Valley Federal Credit Union•City of Kingston, NY

3d•Onsite

About The Position

Mid-Hudson Valley Federal Credit Union (MHV), a financial institution with $1.67 billion in assets serving over 95,000 members across seven counties, is seeking a member-centric, strategic executive to lead as Chief Experience Officer (CXO). This C-suite role will oversee Retail and Contact Center Operations, and Cash Management services. The CXO will be instrumental in shaping the credit union's strategic vision, fostering a collaborative and creative culture, and driving enterprise-wide engagement and performance in alignment with MHV's mission and values. The position requires a strong leader who can connect member insights to strategic development and organizational growth.

Requirements

Ten years to fifteen years of similar or related experience.
General knowledge and appreciation of all aspects of the organization required.
Bachelor's degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree.
Work involves motivating and influencing other leaders and stakeholders to accomplish key organizational objectives.
External contacts are vital for the success of the position and the organization.
Work involves making material presentations to the Board of Directors, community leaders, and business leaders.
Advanced analytical skills.
Ability to work independently and produce highly accurate results while working on multiple projects within strict time lines.
Advanced verbal, written and presentation skills.
Advanced computer skills (i.e. Microsoft Office).
Above average interpersonal skills and communication skills.
Extensive knowledge of banking concepts with a comprehensive understanding of retail delivery and branch operations.
Ability to think and plan strategically.
Ability to build cohesive, sustainable, high performance teams.
Candidates must be able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 50 lbs.
Must be capable of climbing / descending stairs in an emergency situation.
A normal range of vision and hearing abilities required.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be able to work extended hours or travel off site whenever required or requested by management.
Must be capable of regular, reliable and timely attendance.
Candidates must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Ability to read and carry out various written instructions and follow oral instructions.
Ability to complete basic mathematical calculations, spell accurately, and understand computer basics.
Ability to speak clearly and deliver information in a logical and understandable sequence.
Candidates must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization.
Demonstrate highest levels of customer service and discretion when dealing with the public.
Ability to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
Ability to effectively handle multiple, simultaneous, and changing priorities.
Capability of exercising highest level of discretion on both internal and external confidential matters.

Nice To Haves

Graduate degree is preferred.

Responsibilities

Collaborate with the Board of Directors to create a shared vision, providing strategy and leadership for sustainable growth and profitability.
Develop, monitor, and execute the organization's strategic business plan, annual operating budget, and corporate scorecard.
Partner with the senior management team to develop, evaluate, and recommend policies, products, services, and processes.
Ensure consistent policy adherence, compliance with regulations, and oversee the execution of established procedures.
Maintain up-to-date knowledge of industry trends, market developments, and applicable regulations.
Effectively develop, articulate, and present information to the Board of Directors.
Lead and develop direct reports to achieve high performance, providing clear direction, goal setting, delegation, and ongoing coaching.
Strengthen operational resilience through cross-training and continuity planning.
Recommend and support talent decisions including hiring, performance evaluations, promotions, compensation, recognition, and development programs.
Champion the Credit Union’s mission and brand by embedding them into daily leadership and decision-making.
Build and maintain strong relationships with community leaders, organizations, and industry groups.
Model collaboration and professionalism, supporting enterprise-wide initiatives and fostering a cohesive, high-performing culture.
Lead the credit union’s retail delivery strategy, ensuring a consistent, high-quality member experience and service excellence across all branch channels.
Partner with retail leadership to design, implement, and refine member service and sales strategies.
Own the retail sales plan, aligning performance with strategic objectives and ensuring achievement of budgeted goals.
Champion a responsive, member-centric culture by ensuring timely and effective resolution of member inquiries, issues, and complaints.
Maintain expertise in branch operations and regulatory requirements, ensuring compliance.
Lead the successful operation of the Credit Union’s Contact Center, ensuring consistent delivery of high-quality member service and operational excellence.
Drive Contact Center performance to meet or exceed service level targets, maintain high member satisfaction, and ensure timely resolution of inquiries and issues.
Define and lead the strategy for member cash management solutions, including deposit products, transaction accounts, and digital money movement capabilities.
Partner with technology and operations teams to implement and enhance payment systems, core banking integrations, and automation capabilities.
Develop and execute strategies to increase primary financial institution (PFI) status by deepening member engagement with everyday banking services.
Report performance metrics to executive leadership and the board.