Vice President of Member Experience
Confidential
Vice President of Member Experience
About the Company
Large financial credit union
Industry
Financial Services
Type
Non Profit
Founded
1939
Employees
1001-5000
Categories
- Banking
- Finance
- Financial Services
- Wealth Management
Specialties
- community service
- marketing
- investing
- insurance
- and financial products
- financial products
- and financial services
About the Role
The Company is seeking a Vice President of Member Experience to take on a pivotal role in shaping and executing the end-to-end member experience across all channels. This strategic, member-centric leader will be accountable for the comprehensive member experience roadmap, defining target experience principles, and leading the delivery of experience transformation initiatives. The successful candidate will be responsible for ensuring consistency and personalization across channels, as well as driving continuous improvement and innovation in the member experience. This includes maintaining a pipeline of experience enhancements, leading experimentation, and providing input to the digital and technology roadmap. The role also involves cross-functional partnership, enterprise alignment, and leadership in team development. Candidates for the Vice President of Member Experience position at the company should have a Bachelor's degree in a relevant field, with a Master's degree preferred, and at least 10 years of progressive omni-channel experience. A strong background in service design, transformation functions, and leadership within member or customer experience is essential. The role requires strategic and systems thinking, experience in measurement and analytics, change management, and transformation leadership. The ideal candidate will have executive communication skills, the ability to influence without authority, and financial acumen to support business cases. Proficiency in CRM and experience platforms, as well as a working knowledge of financial services products and the regulatory environment, is also necessary. Professional certifications in customer experience, service design, or related fields are a plus.
Hiring Manager Title
Chief Experience Officer
Functions
- Operations
Vacancy posted 1 day ago
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