AVP, Member Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary leader for enhancing member experience, collaborating with business department heads to refine member journeys, minimize friction, and enhance consistency across various channels.

• Identify and address process disruptions impacting members and employees through active collaboration with frontline staff, operations, lending, digital, and support teams.

• Oversee enterprise survey governance, establish survey standards, and manage vendor relationships, ensuring that feedback data is converted into prioritized actions and measurable enhancements.

• Establish, monitor, and reinforce service-level expectations for essential member-facing processes across departments, increasing accountability and transparency with leadership.

• Chair the cross-functional Member Experience Committee and related forums, delivering data-driven updates, tracking action items, and escalating issues when necessary.

• Aggregate transactional and relational feedback into enterprise insights, pinpoint recurring themes, and identify key priorities for enhancing loyalty, retention, and ease of business interactions.

• Provide consistent reporting to executive leadership and strategic forums on trends in member experience, service metrics, progress on improvement initiatives, and overall business impact.

• Lead or participate in Credit Union-wide initiatives and projects as required.

• Assist executive leadership in defining and promoting priority member experience initiatives by coordinating insights, preparing materials, and facilitating cross-functional follow-through.

• Collaborate with department leaders to ensure that recovery for detractors, follow-up practices, and experience improvement initiatives are effectively coordinated and maintained throughout the enterprise.

⛳️ Requirements

• A minimum of 5 years of progressive experience in member experience, customer experience, retail banking, operations, process improvement, or a closely related discipline is required.

• A Bachelor’s degree in business, organizational leadership, marketing, communications, or a related field is preferred.

• Proven experience in leading cross-functional initiatives, leveraging voice-of-member data, and achieving measurable service or process improvements is strongly preferred.

• CCXP (Certified Customer Experience Professional) certification or a similar CX credential is preferred.

• An equivalent combination of education and experience may be considered in lieu of the specified qualifications.

🏝️ Benefits

• Bonus/incentives available for all regular employees.

• 401(k) plan with an 8% company contribution.

• Medical, dental, and vision insurance for employees and their dependents, with 80% of costs covered.

• Paid time off (PTO) and paid sabbaticals.

• Tuition reimbursement available.