AVP, Member Experience

Job Description:

• Serve as the enterprise lead for member experience, partnering with business department leaders to improve member journeys, reduce friction, and strengthen consistency across channels.
• Diagnose and resolve member and employee-facing process breakdowns through hands-on collaboration with frontline, operations, lending, digital, and support teams.
• Own enterprise survey governance, survey standards, and vendor relationships, ensuring feedback data is translated into prioritized actions and measurable improvement.
• Set, track, and reinforce service-level expectations for key member-facing processes across departments, elevating accountability and visibility with leadership.
• Lead the cross-functional Member Experience Committee and related forums, prepare data-driven updates, tracking action items, and escalating stalled progress when needed.
• Consolidate transactional and relational feedback into enterprise insights, identify recurring themes, and curate top priorities for improving loyalty, retention, and ease of doing business.
• Provide regular reporting to executive leadership and strategic forums on member experience trends, service metrics, progress on improvement initiatives, and business impact.
• Lead or participate as part of the team for Credit Union-wide initiatives and projects, as needed.
• Support executive leadership in shaping and advancing priority member experience initiatives by coordinating insights, preparing materials, and helping drive follow-through across cross-functional efforts.
• Partner with department heads to ensure detractor recovery, follow-up discipline, and experience improvement efforts are coordinated and sustained across the enterprise.

Requirements:

• 5+ years of progressive experience in member experience, customer experience, retail banking, operations, process improvement, or a closely related field required.
• Bachelor’s degree in business, organizational leadership, marketing, communications, or a related discipline preferred.
• Experience leading cross-functional initiatives, using voice-of-member data, and driving measurable service or process improvement strongly preferred.
• CCXP (Certified Customer Experience Professional) certification or similar CX credential preferred.
• An equivalent combination of education and experience may substitute for the stated qualifications.

Benefits:

• Bonus/incentives for all regular employees
• 401(k) with 8% company contribution
• Medical, dental, and vision insurance for employees and dependents paid at 80%
• PTO and paid sabbaticals
• Tuition reimbursement