VP / Member Experience (Retail Banking and Branch Network)

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. VP / Member Experience (Retail Banking and Branch Network) Full-time Regular Senior Management Pembroke Pines, FL, US 4 days ago Requisition ID: 1097 The VP, Member Experience is responsible for driving member growth, deposit expansion, and service excellence across all member-facing channels, including: Branch network Contact center Digital banking (online & mobile) This role owns the end-to-end retail member experience, ensuring consistent delivery of high-quality service while achieving aggressive growth targets in memberships, deposits, and relationships. The position is accountable for P&L performance, channel productivity, and member satisfaction, with a strong emphasis on serving low- to moderate-income (LMI) communities and deepening member relationships. Key Responsibilities Own retail growth strategy across all channels Drive: Membership growth Core deposit growth (DDA, savings, CDs) Product penetration per household Develop and execute community-based and SEG (Select Employer Group) growth strategies Partner with Marketing and Data teams to deploy targeted, behavior-based campaigns Lead initiatives to increase: Direct deposit adoption Debit/credit card usage Loan cross-sell from retail channels Ensure consistent, high-quality member experience across: Branches Call center Digital channels (Alkami or similar platforms) Establish and enforce service standards and SLAs Optimize channel mix strategy (branch vs digital vs call center) Self-service tools Branch Network Leadership Oversee performance of all branch locations Drive: Sales productivity Staffing optimization Local market penetration Evaluate branch footprint strategy: Openings, relocations, consolidations Ensure strong community presence in Low to Moderate Income markets Lead call center operations with focus on: First call resolution Speed of answer Quality assurance Integrate contact center into sales and relationship deepening engine Implement workforce management and performance analytics Business Development & Community Engagement Oversee external business development team Build partnerships with: Local governments Healthcare systems Schools and universities Community organizations Expand financial literacy and outreach programs Ensure alignment with CDFI mission and grant requirements Member Experience & Voice of Member Own member experience strategy across channels Leverage tools (e.g., MemberXP or similar) to: Track NPS Identify pain points Drive continuous improvement Lead Voice of the Member program Reduce complaints and improve resolution times Own retail P&L including: Deposit cost of funds Fee income Channel operating expenses Manage budgets and staffing models Partner with Finance (e.g., using Fiserv Vantage) for performance tracking Leadership & Talent Development Lead and develop: Branch leaders Contact center leadership Business development team Build a high-performance, sales and service culture Implement coaching, scorecards, and incentive programs Ensure strong succession planning Key Performance Indicators (KPIs) Growth Membership growth rate Net new households Engagement Card usage (debit & credit) Service Net Promoter Score (NPS) Call center SLAs (speed of answer, abandonment rate) Branch profitability Digital vs branch transaction mix Qualifications Education Bachelor’s degree required (Business, Finance, or related field) MBA preferred Experience 10+ years in retail banking leadership (credit union or bank) Proven success leading multi-channel retail operations Experience managing: Branch networks Contact centers Digital banking initiatives Strong track record of growth + service improvement simultaneously Core Competencies Strategic thinking and execution Sales leadership and coaching Member-centric mindset Operational excellence Change management Community and relationship building Preferred Experience Credit union experience (strongly preferred) Experience in LMI/CDFI environments Familiarity with: Alkami, Fiserv DNA Bilingual (English/Spanish or Creole) a plus #J-18808-Ljbffr