Associate Vice President, Member Experience

Associate Vice President, Member Experience

About the Company

Large credit union

Industry

Banking

Type

Non Profit

Founded

1952

Employees

501-1000

Categories

• Banking & Mortgages
• Banks
• Finance
• Financial Service

Specialties

About the Role

The Company is seeking an Associate Vice President for Member Experience. The successful candidate will be responsible for leading and enhancing the end-to-end member experience across various touchpoints, including branch, contact center, and digital. This role involves designing and executing member experience strategies that align with business goals, advancing the Voice of the Member program, and driving operational excellence to improve member satisfaction, loyalty, and value. The AVP will also be tasked with managing experience audits, quality monitoring, and coaching enablement, as well as communicating insights and results to senior leadership. A key aspect of the role is to foster a member-first culture and partner with cross-functional teams to ensure a seamless experience.

Applicants for the Associate Vice President, Member Experience position at the company should have a Bachelor’s degree in business, marketing, analytics, or a related field, or equivalent practical experience. The role requires strong qualitative and quantitative skills, proficiency in data analysis and visualization tools, and a working knowledge of Lean or Six Sigma applied to service delivery. The ideal candidate will have a proven track record of partnering with cross-functional stakeholders, excellent communication skills, and experience in managing and developing employees. Familiarity with NPS / OSAT / MES programs and survey / listening platforms is also essential. The company is dedicated to providing a diverse, equitable, and inclusive work environment and is an equal-opportunity employer.

Hiring Manager Title

SVP Retail Network & Member Experience

Travel Percent

Less than 10%

Functions