Vice President Experience & Member Engagement

Elements Financial•Indianapolis, IN

46d•Hybrid

About The Position

Elements Financial is a Best Place to Work because our employees are empowered to Be the Expert, Live the Purpose, and Grow the Business. Our Purpose is to Empower Members to Achieve Financial Success. The Vice President of Experience and Member Engagement is a leadership role responsible for advancing the organization’s member centric mission. This position combines strategic vision with hands on leadership to design, implement, and optimize member experience initiatives across all touchpoints from service to sales channels. This role will foster engagement, loyalty, and advocacy while driving operational excellence, member experience, and innovation.

Requirements

Bachelor’s Degree or 8+ years of leading service initiatives.
Effective leadership skills to influence across all levels of the organization.
Strong collaboration and communication skills both orally and written.
Well organized with a focus on strong multitasking skills.
Proficient in market technology research.
Ability to leverage skills, knowledge, and experience to invest in our community.
Ability to foster an inclusive environment that promotes belonging.
A focus on respect and excellent service to both external and internal (team) members.
A proven track record of integrity with a demonstrated ability to build trust.

Responsibilities

Serve as a subject matter expert in all areas of member experience including but not limited to: strategic planning; shaping initiatives that directly impact member engagement, satisfaction and loyalty; lead initiatives that enhance operational efficiency; and leveraging platforms such as CRM and digital tools.
Create and enhance journey mapping programs and leverage analytics to identify pain points and opportunities across all member touchpoints throughout the credit union. Regularly review and act on these insights
Oversee training of member experience initiatives, Knowledge Base, and quality assurance programs to ensure staff proficiency and consistency in service delivery.
Make recommendations for employees regarding training and development opportunities that will assist in their overall development and achievement of member and employee experience Service Level Agreements (SLAs)
Drive innovation in member services through data-driven insights, AI capabilities, and process improvements.
Manage escalated member issues and ensure timely resolution.
Identify and recommend technology and functionality improvements to include measurement of effectiveness of each channel and identify improvement opportunities.
Demonstrate knowledge of all functional areas of credit union, including broad product knowledge and the financial drivers of the credit union. Possess the ability to utilize this information to make critical, influential, and strategic decisions.
Define and execute the organization’s experience strategy, aligning with corporate goals.
Manage the voice of the member programs (surveys, and complaint process) in respect to our target audience, including social media, Net Promotor Score (NPS), and focus group feedback to provide timely and relevant information regarding member preferences and improvements.
Present to executive leadership findings and recommendations. This will include regular reporting of successes and areas of improvement.
Champion a member-first culture by collaborating with cross-functional teams including Marketing, IT, Compliance, Sales, and Operations.
Serve as a brand ambassador for Elements! Influence, inspire, and motivate across all functions and levels of the organization to bring the brand promise to life for our employees, members, and communities.
Act as the internal advocate and voice of the members, influencing organizational decisions and priorities.
Partner with community-based programs and external vendors to expand service reach and impact.
Create and manage Service Level Agreements (SLA’s) for credit union members and employee optimization.
Promote a culture of continuous improvement in knowledge, core competencies, skill sets, leadership, teamwork, relationship building, and overall performance to further enhance the member experience
Work to achieve the organization's overall strategic goals and vision.
Maintain awareness of both the external and internal competitive landscape, opportunities for expansion, member growth, industry developments and standards. Be aware of any opportunities that the organization can leverage for growth and innovation.
Lead cross-functional initiatives to improve member journeys, satisfaction, and engagement.
Develop long-term plans to enhance member loyalty and deepen relationships with wallet share and business growth.
Go beyond NPS—track member effort scores, retention rates, and advocacy metrics. Share results transparently and celebrate improvements.
Equip frontline staff with tools, training, and autonomy to resolve issues and delight members. Recognize and reward exceptional service.
Involvement with Incident Response Initiatives to include adequate and timely communication during incidents and through post root cause analysis.
Active involvement in the field by attending team meetings, branch and contact center visits, business development interactions with table events, educational classes and lunch and learns.
Assist employees in the achievement of service objectives through coaching efforts, actions planning, and production of the team. This includes but is not limited to training, check-ins, shadowing, and giving feedback on how all employees interact with members and promote products and services.
Continued education through certifications, forums, and conferences to allow for strategic ideation and peer development.
Study top-performing credit unions and banks for innovative member engagement strategies (e.g., digital-first service, proactive outreach, personalized financial wellness programs).
Partner with community-based programs and external vendors to expand service reach and impact.
Serve as a liaison to other functional areas to ensure department business objectives align.
Assume all responsibilities for effectively leading a team, including administrative functions (business plan, budget, strategy, etc.).
Ensure all team members clearly understand their expectations, and the entire team is working in a cooperative and collaborative fashion to promote great work as well as a positive internal team environment.
Consistently inspire employees to find and reach their potential through ongoing employee engagement, including driving community or outside organizational impact.