Vice President Member Experience

ORNL Federal Credit Union•Oak Ridge, TN

1d•Hybrid

About The Position

As a key member of the leadership team, the Vice President of Member Experience supports the advancement of a best-in-class, member-centric experience across ORNL Federal Credit Union. This role partners with Executive Management and organizational leaders to help operationalize the service culture and expectations established by the CEO, C-Team, and Board of Directors. The VP of Member Experience focuses on identifying opportunities to enhance the member journey through data, feedback, and observation, and works collaboratively across the organization to develop and support the implementation of improvements. This role serves as a key resource in helping departments enhance service delivery, reduce friction, and create meaningful, personalized member experiences.

Requirements

Seven or more years of progressive leadership experience in member/customer experience, financial services, or retail banking is required.
Experience working cross-functionally to influence outcomes in a collaborative environment is required.
Strong analytical skills with experience using feedback platforms (e.g., Qualtrics) to drive insights is required.
Knowledge of journey mapping, service design, and continuous improvement practices is required.
Demonstrated ability to support change initiatives within complex organizations is required.
Bachelors degree in Business, Marketing, Communications, or in a related field is required.
Member-focused mindset
Collaboration and influence
Data-driven thinking
Change support and adaptability
Relationship building
Innovation and continuous improvement

Nice To Haves

A Masters degree is preferred.

Responsibilities

Supports the execution and ongoing refinement of the credit union’s member experience strategy in alignment with organizational priorities.
Assists in operationalizing the enterprise service model and reinforcing service expectations across departments.
Provides insights and recommendations to Executive Management to inform experience-related priorities and initiatives.
Champions a culture where service excellence is embedded in every role and function across the credit union.
Partners with Training, Human Resources, and senior leadership to support adoption and reinforcement of service standards.
Leads by example to inspire teams and cross-functional partners to deliver on the credit union’s service promise.
Leads the collection and analysis of member feedback through platforms such as Qualtrics and other listening tools.
Synthesizes member and employee feedback into actionable insights and opportunities for improvement.
Provides regular reporting and dashboards to leadership on member experience performance and trends.
Identifies friction points across member journeys and collaborates with business units to design and recommend solutions.
Partners with departments to develop area-specific improvement plans, presenting recommendations to executive leadership as appropriate.
Supports implementation efforts through established project management and change management processes.
Designs and implements programs that create memorable, personalized experiences for members.
Develops initiatives that recognize key member milestones such as anniversaries, birthdays, and financial achievements.
Fosters innovative approaches that deepen relationships and reinforce ORNL FCU’s commitment to its members.
Partners with leaders across operations, retail, digital, marketing, and support functions to align on experience goals.
Influences outcomes through collaboration, data-driven insights, and well-developed recommendations rather than direct authority.
Builds strong relationships across the organization to support alignment and shared ownership of the member experience.
Performs other job-related duties as assigned.