Vice President Member Experience

Securityplus Federal Credit Union • Milford Mill, MD

2d • Onsite

About The Position

As the Vice President Member Experience, you will lead the strategy and execution of branch operations, service excellence, and member engagement across Securityplus Federal Credit Union. You will play a key role in transforming the member experience into a competitive advantage by strengthening service delivery, coaching branch leadership, and aligning operational performance with enterprise strategy. Working closely with the Executive Vice President, Chief Strategy and Experience Officer, and the Member Experience leadership team, you will help guide the performance, culture, and development of our branch network while ensuring that every interaction reflects our commitment to making every moment matter for our members. Success in this role is demonstrated through strong branch performance, highly engaged teams, exceptional member satisfaction, and consistent delivery of our mission and values.

Requirements

• Bachelor's degree or equivalent work experience is required
• Ten (10) years’ experience managing service, sales, and operations in a financial institution, required

Nice To Haves

• Seven (7) years’ experience in a leadership role in a high-volume sales environment, preferred
• Experience in a credit union or banking environment, preferred
• Certified Financial Counselor (CCUFC) designation, preferred
• MBA or relevant master’s degree

Responsibilities

• Lead the overall performance of the branch network within your market, driving membership growth, service excellence, and operational effectiveness.
• Ensure branch teams consistently deliver a high-quality member experience while achieving sales, service, and productivity goals.
• Provide strategic leadership and coaching to Member Experience Managers, building strong leadership capabilities, accountability, and a culture of continuous improvement across the branch network.
• Champion initiatives that expand membership, deepen relationships, and increase market presence.
• Through proactive engagement with members, businesses, and community partners, identify opportunities that strengthen the credit union’s impact and growth.
• Partner with executive leadership to implement strategic initiatives that enhance operational performance, strengthen service delivery, and position Securityplus Federal Credit Union for long-term success.
• Maintain strong operational controls by ensuring compliance with policies, procedures, and regulatory requirements while safeguarding the credit union and its members.
• Represent Securityplus within the community by building meaningful partnerships and supporting initiatives that reflect our mission and CARES values.
• Consistently demonstrate Securityplus Federal Credit Union’s CARES values—Collaboration, Agility, Respect, Excellence, and Spirit—while fostering a culture that encourages teamwork, accountability, and continuous improvement.

Benefits

• Competitive salary
• Comprehensive retirement benefits, including a 401(k) with company contributions
• Health coverage
• Dental coverage
• Vision coverage
• Opportunity to earn an annual performance bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 11-50 employees