Vice President of Member Experience
About The Position
We are seeking a strategic and visionary Vice President of Member Experience to lead and elevate the delivery of exceptional service across all member touchpoints. Reporting directly to the Senior Vice President/Chief Operating Officer, this senior leader will oversee all member-facing retail operations, including branch and virtual delivery channels, while shaping a consistent, member-centric experience across the organization. The Vice President of Member Experience will build and inspire high-performing teams, drive operational excellence, foster innovation, and strengthen member relationships through a culture of service, accountability, and continuous process improvement. This is an exceptional opportunity for a dynamic leader who is passionate about developing people, enhancing the member experience, and helping shape the future of a credit union.
Requirements
- Bachelor’s degree in business or related field or equivalent.
- 10 or more years of related work experience showing progression in responsibilities, or a combination of education and experience providing equivalent knowledge.
- 7 or more years of successfully leading people in the financial industry.
- Must live within a reasonable travel distance (by car) to our network of branches in the state of Minnesota.
- Strong strategic planning and project management skills with the ability to align the member experience with organizational goals.
- Excellent, professional, verbal and written communication skills, with the ability to effectively convey information clearly and concisely to stakeholders at all levels of the organization.
- Proven success in developing and maintaining positive relationships with prospective or existing members, Board members and staff.
- Ability to coordinate multiple projects and conflicting priorities to provide outstanding member experience.
- Advanced knowledge in financial principles and budget management.
- Intermediate to advanced user level experience with Microsoft Office suite including Word, PowerPoint, and Outlook.
Responsibilities
- Build, lead, and develop a high-performing retail leadership team across branch and virtual environments.
- Provides strategic leadership for the branch and virtual delivery channels, ensuring alignment with the credit union’s mission, vision, and growth objectives.
- Monitor key performance indicators, financial results, and market trends; take proactive actions to achieve targeted outcomes.
- Represent the credit union within the community, industry groups, and professional organizations.
- Champion a culture of exceptional member service and consistent delivery of solutions across all retail channels.
- Establish and monitor service standards and experience metrics to ensure a best-in-class member experience.
- Establish and maintain policies, procedures, and internal controls that support sound operational practices.
- Collaborate with branch and functional leaders to develop budgets, manage expenses, and optimize resource allocation.
- Foster an engaged, performance-driven culture that recognizes and rewards results and accountability.
- Identify and implement training and development strategies to support individual and organizational growth.
- Occasional travel for branch visits, credit union activities, and conferences.
Benefits
- Medical, dental and vision plan options
- Health Saving Account and Flexible Spending Account options
- 401(k) with competitive company match
- Paid time off, paid holidays, personal time and paid volunteer time
- Development time and tuition reimbursement
- Company provided life insurance, short-term and long-term disability insurance
- Voluntary benefits including life, critical illness, accident and hospital indemnity coverage
- Paid parental leave
- Discretionary, annual profit-sharing bonus
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What This Job Offers
Job Type
Full-time
Career Level
Executive
