SVP Culture & Impact

ORNL Federal Credit Union•Oak Ridge, TN

About The Position

The Senior Vice President of Culture & Impact is a senior leadership team member responsible for advancing a consistent, purpose-driven experience for ORNL Federal Credit Union’s members, employees, and communities. The position provides strategic leadership and oversight for community engagement, member experience, organizational culture, and employee engagement. In partnership with Executive Management and leaders across the organization, this role translates ORNL FCU’s mission, values, and strategic priorities into programs, experiences, and behaviors. It helps operationalize the culture and expectations established by the CEO, C-Team, and Board of Directors, recognizing that culture and service delivery are shared responsibilities. The SVP develops an integrated approach to culture and impact, linking community investment, member feedback, employee engagement, and organizational initiatives. The leader uses data, feedback, and relationships to identify opportunities, influence organizational priorities, and demonstrate measurable impact. The role leads teams and initiatives spanning culture, community engagement, member experience, and employee engagement; advises Executive Management; establishes goals and measures; manages applicable budgets; and reports on outcomes. It also represents ORNL FCU with community organizations and other external stakeholders.

Requirements

At least 10 years of progressively responsible leadership experience in organizational culture, employee engagement, member or customer experience, community engagement, corporate social responsibility, human resources, communications, or a related discipline.
Bachelor’s degree in business management, human resources, or a related field, or an equivalent combination of education, training, relevant experience, or military experience.
Exceptional leadership, relationship-building, and influencing skills, with the ability to drive organizational alignment and engagement.
Strong strategic thinking and demonstrated success translating vision into measurable outcomes.
Ability to use data, feedback, and organizational insights to identify opportunities and guide decision-making.
Excellent communication, facilitation, and presentation skills, including experience engaging executive leaders, boards, employees, members, and community partners.
Proven ability to lead cross-functional initiatives and build collaborative partnerships across all organizational levels.
Strong business acumen, analytical capability, and program management skills.
Ability to champion organizational culture, member experience, and community impact while balancing strategic and operational priorities.
Demonstrated commitment to continuous improvement, innovation, and service excellence.

Nice To Haves

At least one year of experience leading multiple organizational functions, developing enterprise-wide strategies, managing teams and budgets, and influencing across departmental boundaries.
Financial services or credit union experience.

Responsibilities

Partner with the CEO, Executive Management, and organizational leaders to operationalize the credit union’s mission, values, service expectations, and desired culture.
Develop strategies, programs, and resources that reinforce expected leadership behaviors and help employees connect their work to the organization’s purpose and strategic priorities.
Collaborate across departments to embed culture into employee and member experiences, including communications, recognition, leadership development, onboarding, and organizational initiatives.
Advise Executive Management on organizational culture, engagement, member experience, and community impact.
Identify cultural strengths, gaps, and trends using employee feedback, organizational data, observation, and collaboration with leaders.
Support organizational change by helping leaders communicate effectively, engage employees, and reinforce alignment around shared goals.
Promote consistency between ORNL FCU’s stated values and the experiences delivered to employees, members, and communities.
Provide strategic leadership and oversight for the development and execution of the member experience strategy.
Partner with business leaders to operationalize the enterprise service model and reinforce consistent service expectations.
Oversee the collection, analysis, and communication of member feedback from surveys, complaints, observations, and other listening channels.
Translate member insights into recommendations and work with departments to reduce friction, remove barriers, and improve the member journey.
Promote personalized experiences that recognize member relationships, milestones, and significant life events.
Establish measures for member satisfaction, loyalty, service consistency, and the effectiveness of experience-improvement initiatives.
Align member experience priorities with the brand, strategic plan, operational capabilities, and commitment to exceptional service; champion a member-centered perspective in planning and decision-making.
Develop and oversee an employee engagement strategy in partnership with Human Resources, Internal Communications, Learning and Development, and organizational leaders.
Establish channels for gathering and responding to employee feedback, including surveys, focus groups, listening sessions, and ongoing dialogue.
Use employee feedback and organizational data to identify trends, recommend priorities, and support leaders in developing action plans.
Partner with leaders to strengthen employee connection, recognition, communication, inclusion, and understanding of organizational goals.
Support initiatives that improve the employee experience and reinforce ORNL FCU as an employer of choice.
Develop methods for measuring employee engagement and evaluate related programs and initiatives.
Promote shared accountability among leaders for an environment where employees feel valued, supported, informed, and empowered to serve members.
Provide strategic leadership and oversight for community engagement, charitable giving, and volunteer initiatives.
Develop a community impact strategy aligned with ORNL FCU’s mission, brand, strategic priorities, and community needs.
Build and maintain relationships with community organizations, nonprofit partners, business leaders, educational institutions, and other stakeholders.
Evaluate community investment opportunities and establish processes for strategic, equitable, and effective use of resources.
Identify opportunities for volunteerism, financial education, community partnerships, and philanthropic support.
Represent ORNL FCU at community events and with external organizations to strengthen its visibility, reputation, and relationships.
Establish measures of community impact and communicate outcomes to Executive Management, the Board of Directors, employees, members, and community partners.
Coordinate community initiatives across the organization and ensure they reflect ORNL FCU’s values and commitment to the communities it serves.
Lead, develop, and support employees and teams responsible for culture, community engagement, member experience, and employee engagement.
Establish departmental goals, priorities, performance expectations, and measures aligned with the strategic plan.
Develop and manage applicable budgets and ensure responsible, effective use of organizational resources.
Create an integrated measurement framework and executive-level reporting for culture, employee engagement, member experience, and community impact.
Monitor trends, emerging practices, and innovations related to organizational culture, employee engagement, member experience, and corporate social impact.
Develop policies, procedures, and governance practices that support effective and consistent execution.
Perform other duties as assigned.