Director OF Customer Experience

At CommonWealth Central Credit Union, we’re more than just a financial institution—we’re a community. We proudly serve over 40,000 members across Santa Clara, San Benito, Monterey County, and beyond, helping them achieve their financial goals and build brighter futures. We’re looking for passionate, service-driven individuals who believe in making a real impact. If you’re committed to empowering people with financial solutions and want to grow in a supportive, values-driven workplace, you’ve come to the right place. What We Offer 13 paid holidays 17 days of Paid Time Off (PTO) during first year of employment Up to 2% discounts on loans—including first mortgages 401(k) Plan with employer matching contribution Long-term disability insurance Life Insurance Voluntary insurance Employee assistance program Emergency savings account with employer contribution Student loan paydown assistance Tuition reimbursement and more Financial Wellness benefits and resources Senior Director of Member Engagement & Financial Wellness We are searching for an experienced leader to drive CommonWealth Central Credit Union’s dedication to its membership while improving their financial well-being. You will serve as a strong steward of our brand, take responsibility for CommonWealth’s member experience across all channels, and be a key influencer of performance. Responsibilities Coach all member-facing teams in the Credit Union’s digital, remote, and branch channels to deliver an exceptional member experience. Train and develop member-facing staff using feedback and insights from surveys and other feedback loops. Develop and motivate member-facing staff to achieve individual goals in support of branch and department goals for financial wellness. Partner with branch, contact center, and virtual branch management teams to provide oversight of production levels, including member engagement and financial wellness. Monitor and report monthly and quarterly production levels while holding individuals accountable for achieving production goals. Qualifications Minimum of 10 years of similar or related experience working for a credit union or bank. Minimum of 5 years leading multiple retail teams. Proven track record of managing the member experience across all touchpoints utilizing best practices and innovative solutions. Bachelor’s degree in a related field; advanced degree is a plus. Compensation $135k - $155k Equal Opportunity Employer CommonWealth is an Equal Opportunity Employer. #J-18808-Ljbffr