Member Experience Manager

Company Description

FSR is a leading provider of premier talent for credit unions (Direct -Hire) specifically recruiting for the credit union industry. Our experienced placement professionals have an unparalleled understanding of our client’s business culture and candidate expectations. We expertly match our candidates talent to our clients need for any all staff levels within the credit union organization, from teller to CEO we can make it happen for you.

We are seeking a dynamic, forward thinking Member Experience Manager to help lead the next phase of growth, culture enhancement, and organizational development for our credit union.

This is not a traditional branch management role. We are looking for a leader who can bring fresh ideas, inspire teams, strengthen member relationships, and help create an exceptional experience for both members and employees.

The ideal candidate will be passionate about employee development, business development, financial literacy, sales leadership, and cultivating a culture centered around service excellence and growth.

This individual will play a key role in strengthening the overall member experience while driving employee engagement, staff development, community involvement, and organizational growth.

Key Responsibilities

• Lead and elevate the overall member experience across the organization

• Develop, coach, and inspire staff to create a high performing, service driven culture

• Drive sales initiatives and support growth strategies throughout the credit union

• Serve as the primary business development contact for SEG relationships and help reestablish and strengthen those partnerships

• Lead financial literacy and member education initiatives within the community

• Identify opportunities to improve processes, service delivery, employee engagement, and operational effectiveness

• Help foster a culture of innovation, accountability, collaboration, and continuous improvement

• Resolve complex member situations while maintaining a high level of professionalism and service

• Perform operational approvals and support daily branch and member service operations as needed

• Ensure compliance with all applicable regulations, including but not limited to the Bank Secrecy Act

Qualifications

• 3 to 5 years of experience in business development, sales management, credit union leadership, or a related financial services role

• Proven success coaching teams, developing employees, and leading performance initiatives

• Strong understanding of member service, sales culture, and relationship building

• Experience resolving complex member situations and balancing service with risk management

• Knowledge of operational procedures and regulatory compliance requirements, including the Bank Secrecy Act

• Strong communication, leadership, organizational, and problem solving skills

• Ability to think strategically while also being hands on and engaged with staff and members

What We Are Looking For

We are seeking someone who is energized by growth, development, and creating positive momentum within an organization. Someone who can bring new ideas to the table, build relationships both internally and externally, and create a culture where employees and members genuinely feel valued.

If you are passionate about leadership, service excellence, employee development, community engagement, and helping shape the future growth of a credit union, we would love to hear from you.

Additional Information