Vice President of Experience-Hybrid

Logix Federal Credit Union•Valencia, CA

3d•$138,953 - $222,325•Hybrid

About The Position

The Vice President of Experience is responsible for defining and executing the Credit Union's enterprise-wide member experience strategy, vision, and service culture. This role leads the design, measurement, and continuous improvement of member experiences across all channels, products, services, and touchpoints. The VP of Experience partners with executive leadership to drive member-centric transformation, strengthen employee engagement, leverage emerging technologies, and foster a culture of service excellence. Through strategic leadership, data-driven insights, and organizational influence, this position is accountable for enhancing member satisfaction, loyalty, advocacy, and long-term relationship growth. This role offers a hybrid schedule, providing a balance of in-person collaboration and remote flexibility.

Requirements

Must have a Bachelor's Degree in Business, Management or related field from a four-year college or university.
Minimum of 7 or 10 years of experience in member/customer experience, product management or related roles within the financial services industry.
A proven track record of developing and executing successful member/customer experience strategies.
At least 5 years of management experience.
Demonstrated strategic thinking capability as it applies the overall member experience to ensure members have a positive and seamless interaction with the Credit Union.
Familiarity with conducting primary and secondary research, analyzing and communicating the results of same to Senior Management.
Exhibits a strong sense of curiosity, adaptability, and dedication to continuous learning in a rapidly changing business environment.
Utilizes emerging technologies, including Artificial Intelligence (AI), to enhance organizational effectiveness.
UI/UX design and strategy experience.
Deep understanding of financial products and services.
Must have superior presentation and communication skills.
Must have demonstrated ability to work with all levels of employees including executive management and the Board.
A thorough working knowledge of the Microsoft suite of office products.

Nice To Haves

Will consider a combination of education and experience.

Responsibilities

Develops and implements a comprehensive member experience strategy that aligns with the credit union’s mission and goals.
Champions a culture of innovation and service excellence, identifying opportunities to differentiate the Credit Union through memorable and meaningful member experiences.
Fosters a member-centric culture across all levels of the organization.
Serves as a strategic advisor to executive leadership on experience strategy, service culture, and emerging member expectations.
Leads organizational change initiatives that support member experience transformation, driving adoption of new processes, technologies, and service models across the enterprise.
Partners with leaders across the organization to create an employee experience that enables and reinforces exceptional member experiences.
Oversees enterprise journey mapping and service design efforts to identify pain points, reduce friction, and improve member and employee experiences.
Guides a member focused team to handle and resolve member complaints and escalations to the Office of the President, or from other channels as needed, in line with policy and regulatory standards.
Collaborates with cross-functional teams to innovate and enhance the member experience.
Analyze market trends, member feedback, and competitive landscape to inform experience strategies.
Supports the definition of design guidelines and best practices, including UI/UX.
Delivers strong member experience design, ensuring organizational and channel consistency.
Conduct qualitative and quantitative research and analysis.
Establish key performance indicators to measure the success of the member experience.
Accountable for improving key experience metrics including member satisfaction, loyalty, advocacy, complaint reduction, retention, and service quality measures.
Audit experience to ensure consistent application of experience standards.
Advocate for the voice of the member in organizational decision-making.
Manages resources responsible for content and evolution of employee service recognition and suggestion programs, including “Service Champion” and “WOW.”
May lead incident management when there is a direct impact on the member.
Researches and maintains a current understanding of best practices used by organizations that provide excellent customer service.
Uses excellent presentation and communication skills to present complex ideas and recommendations in a clear and articulate manner to all levels of the organization.
Build, mentor and leads a high-performing team focused on member experience that is able to work seamlessly together and with others throughout the organization.