Chief Member Experience Officer

Mitchell Stankovc & Associates is performing the search on behalf of Rize Credit union.

POSITION OVERVIEW

Rize Federal Credit Union is seeking a transformational executive to serve as our Chief Member Experience Officer (CMXO), the steward of our emotional contract with members and the architect of the full lived member lifecycle. This is the executive who ensures that Beyond Banking is not a tagline, but a lived experience felt in every interaction, every channel, and every life moment. The CMXO leads the largest and most human‑centered engine in Rize’s five‑steward leadership architecture. This role integrates lending production, relationship leadership, and service quality into one coherent, human‑centered experience that raises people up and strengthens their financial lives. CMXO transforms Rize from a provider of financial services into a lifelong financial partner — delivering care, partnership, emotional commitment, and a relationship that endures across generations. The Full Member Experience Across Every Channel. CMXO will own the Branch Network, Member Care Center, Virtual Member Service Consultant (VMSC) program, Account & Card Services, and Member Security (Fraud) resolution. You will define the emotional tone, service philosophy, and experience standards that shape how Rize feels in every moment that matters. The Entire Lending Engine, Integrated Into the Relationship. CMXO will lead direct and indirect origination, underwriting execution, mortgage, loan servicing, collections, and credit‑building pathways. Lending is not a separate function at Rize — it is a core expression of the member relationship. You will ensure every lending moment is consultative, dignified, and aligned with member financial wellbeing. Experience Strategy, Journey Design & Voice of Member. CMXO will architect the experience strategy, own the end‑to‑end member journey, and lead the Voice of Member intelligence engine. You will build the experience scorecard that measures emotional loyalty, trust, and relationship depth — and use it to drive continuous improvement. Technology‑Enabled Service Excellence. CMXO will partner with the Accelerator (AI, automation, agentic design, core systems) to convert Rize’s technology investments into measurable member experience gains. You will ensure that digital empathy, warm handoffs, and consultative service are consistent across physical and virtual channels. Community Presence & Member Growth. CMXO will lead micro‑community engagement, branch‑based acquisition, and the activation of Rize’s Amigo Lounge model, creating community spaces that embed Rize in the neighborhoods we serve. Why This Role Matters. Rize is in the early stage of a 10‑year growth trajectory — from 85,000 members today to 250,000 by 2035. The infrastructure is built upon AI‑powered lending, a modern data lake, cloud‑native contact center technology, 150+ digital journeys, and reimagined branches.

WHAT SUCCESS LOOKS LIKE

• Members feel known, supported, and guided — not processed
• Lending is a relationship engine, not a transaction
• Branches are community anchors, not cost centers
• Digital and human channels feel unified, warm, and intuitive
• Declines are pathways to empowerment, not dead ends
• Beneficiary care is a generational membership pipeline
• The VMSC model is a signature differentiator
• Service culture is a durable competitive advantage
• Rize is the institution communities choose for their financial lives

WHO YOU ARE

The successful candidate will demonstrate:

• A hospitality‑grade service executive who understands finance.
• A collaborative leader who has transformed a service culture at scale and builds trust across disciplines.
• A builder who challenges legacy processes and thrives in growth, reinvention, and modernization that amplifies curiosity and applies technology to enhance, not replace, human relationships.
• A connective executive fluent across lending, operations, technology, and community
• A champion of dignity, clarity, and member financial empowerment.
• A genuine passion for serving people and improving lives with humility, authenticity, and emotional intelligence.
• A strategist remaining deeply connected to execution coaching leaders and developing future talent.
• A strategist who can design the future and operationalize it with compassion, empathy, and sound judgment.

REQUIRED QUALIFICATIONS

• Bachelor's degree in Business Administration, Finance, Organizational Leadership, Marketing, or a related field.
• Minimum of 12 years of progressive leadership experience in financial services or another complex, service-intensive industry, including at least 7 years leading multiple business functions through senior leaders.
• Demonstrated success leading large-scale organizational transformation, service culture evolution, or enterprise change initiatives.
• Proven ability to build, lead, and inspire high-performing, multi-level leadership teams across geographically dispersed operations.
• Experience developing and executing enterprise strategies that improve customer or member experience while achieving operational and financial objectives.
• Strong understanding of consumer financial services, including retail delivery, consumer and business lending, service operations, and relationship management.
• Demonstrated ability to translate organizational vision into measurable operational outcomes through effective planning, execution, and accountability.
• Strong business and financial acumen with experience managing budgets, organizational performance, workforce planning, and strategic investments.
• Experience using data, performance metrics, and customer insights to drive continuous improvement and strategic decision-making.
• Exceptional executive communication, influence, and relationship-building skills, with experience collaborating across executive teams and presenting to Boards of Directors or governing bodies.
• Demonstrated commitment to developing leaders, building organizational capability, and fostering an engaged, high-performance culture.
• Ability to travel regularly throughout Southern California and Southern Nevada.

PREFERRED QUALIFICATIONS

• Executive leadership experience within a credit union strongly preferred.
• Experience within community banking or other mission-driven financial services organizations will also be considered.
• Master's degree in Business Administration (MBA), Organizational Leadership or related discipline.
• Experience implementing or optimizing digital banking platforms, AI-enabled service models, automation, CRM, journey orchestration, or other experience technologies.
• Experience leading Voice of Member, Voice of Customer, Customer Experience (CX), Employee Experience (EX), or other service quality programs.
• Demonstrated success integrating technology with human-centered service delivery.
• Experience leading organizations through significant asset growth, branch expansion, or multi-market operations.
• Active participation in industry associations, executive leadership programs, or community organizations.

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