Vice President of Member Experience

Selfreliance Federal Credit Union • Chicago, IL

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About The Position

Selfreliance Federal Credit Union is seeking an experienced Vice President of Member Experience to lead the Credit Union’s member experience strategy and oversee key member-facing functions, including Member Service (Personal Banking), Call Center, Teller Operations, and Back Office Operations. The role is responsible for delivering a consistent, exceptional member experience while strengthening employee performance, member growth, service quality, and continuous improvement.

Serving as the business owner of the member experience, the VP reports to the COO and partners with executive leadership. The position uses member feedback, operational data, industry trends, and competitive insights to improve service, deepen member relationships, strengthen product adoption, and advance strategic initiatives across the organization.

Requirements

• Minimum of five years of leadership experience in credit union operations, banking, financial services, or a comparable service organization.
• Demonstrated success leading operational improvements, strategic initiatives, organizational change, and employee development.
• Experience with branch/member service, call center operations, consumer lending processes, and regulatory compliance.
• Strong judgment, accountability, analytical and problem-solving skills, and the ability to manage multiple priorities.
• Ability to communicate effectively, verbally and in writing.
• Proficiency with Microsoft Office.
• Ability and willingness to travel regularly to Credit Union branches, offices, community events, and other locations as required.
• Fluency in English and basic conversational Ukrainian language skills.

Nice To Haves

• Bachelor’s degree in Business Administration, Finance, Management, or a related field is preferred.
• Knowledge of Keystone by Corelation Inc. is preferred.

Responsibilities

• Develop and execute the member experience strategy, establishing consistent service standards and performance expectations across assigned member-facing operations.
• Lead Member Service, Call Center, Teller, and Back Office Operations.
• Use service data, member feedback, and operational trends to improve workflows, technology, efficiency, and service quality.
• Drive initiatives that strengthen member retention, loyalty, and relationships, and help employees identify member needs and recommend appropriate products and services.
• Evaluate the consumer lending experience and market trends, and partner across departments to recommend and implement practical improvements to products, services, and member-facing processes.
• Develop high-performing leaders and teams, promote accountability and employee growth, and lead cross-functional initiatives through successful implementation and adoption.
• Ensure assigned operations follow applicable laws, regulations, policies, procedures, and internal controls.
• Represent the Credit Union at community and industry events as appropriate.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive