Vice President of Member Experience bei Enrichment Federal Credit Union

Description

 The position requires to be more in office than remote. 

Essential Functions:

The Vice President of Member Experience is responsible for leading and enhancing the credit union’s member service channels. This includes oversight of branch operations, digital banking platforms and remote service channels such as call center, card support, digital engagement, and video tellers. The VP ensures operational excellence and member satisfaction across all service channels, aligning delivery with the credit union’s mission, core values, and strategic priorities.

Job Qualifications: Bachelor’s degree in a relevant field or equivalent professional experience preferred. Minimum of seven years of progressive experience, including at least three years in a leadership role, preferably within a credit union environment.

Key Responsibilities

• Lead and oversee branch and digital operations as a unified member experience channels, ensuring personalized support, financial guidance, and consistent service delivery.
• Execute a comprehensive member experience strategy that enhances the member journey, removes friction, and optimizes products and processes.
• Champion a member-first culture across all service channels to foster engagement, drive digital adoption, and improve operational efficiency.
• Direct sales and service initiatives to achieve performance targets for retail banking services.
• Manage staffing needs, including hiring, training, performance evaluation, and compliance with HR policies.
• Guide cross-functional efforts to improve digital platforms, including UI/UX, functionality, and overall performance.
• Coach and develop branch and digital teams through clear communication, feedback, mentoring, and performance management.
• Conduct regular visits and team meetings to assess service delivery, reinforce standards, and support continuous improvement.
• Analyze member feedback, market trends, and usage data to refine and elevate the member experience.
• Monitor KPIs across service channels to identify trends, drive improvements, and maintain service level excellence.
• Evaluate and recommend member-facing products and services to ensure consistency, alignment, and seamless integration across all service channels.
• Collaborate with internal leaders and external partners to align digital initiatives with credit union priorities and ensure operational excellence.
• Execute digital adoption strategies to increase member utilization and satisfaction.
• Ensure all member experience programs and policies comply with credit union standards, regulatory requirements, and industry best practices.
• Perform additional duties as assigned to support organizational goals.

Requirements

Skills/Abilities/Knowledge:

• Proven ability to lead and motivate high-performing teams, organize workflows, and direct staff activities with consistency and clarity.
• Strong communication skills, with the ability to present information effectively, respond to inquiries, and foster morale across all levels of the organization.
• Demonstrates a positive approach to performance management, including recognition of excellence and constructive discipline when needed.
• Encourages teamwork and professionalism through supportive leadership and ongoing employee development.
• Skilled in interpreting data, multitasking across software platforms, and leveraging automation to maintain a paperless, efficient work environment.
• Exceptional verbal and written communication, problem-solving, and organizational abilities; exercises sound judgment and decision-making.
• Works well under pressure while upholding integrity, confidentiality, and member trust.
• Detail-oriented with a commitment to accuracy and efficiency in all tasks.
• Demonstrates adaptability and a willingness to learn new processes and train others.
• Exercises discretion in handling sensitive and confidential information.
• Capable of working independently, managing time effectively, and prioritizing tasks to meet deadlines.

Mental & Physical Requirements: Requires sitting 6-8 hours a day; Stress related to important decisions. Must be able to work a flexible schedule to include weekends and occasional after hours as necessary.  

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. This job description does not constitute a written or implied contract of employment. I acknowledge receipt of this job description.