AVP, Member Experience

Role overview

This leadership position is focused on elevating the member experience across the full enterprise. You will help define how members interact with products, services, and support across every touchpoint, while acting as a bridge between senior leaders and operational teams. The role combines strategic planning with practical problem-solving, with an emphasis on turning member feedback into improvements that strengthen satisfaction, loyalty, and retention.

In this role, you will oversee governance around experience standards, service expectations, and feedback programs. You will work closely with stakeholders across the organization to identify pain points, improve consistency, and ensure that insights lead to real operational change. This is a high-impact opportunity to influence enterprise priorities and make doing business easier for members.

Accountabilities

• Own the enterprise member experience strategy and work with department leaders to improve journeys, remove friction, and deliver consistent service across all channels.
• Spot and fix process issues affecting members and employees by partnering with frontline teams, operations, lending, digital, and support functions.
• Manage enterprise survey governance, including standards, vendor coordination, and turning feedback data into prioritized improvement actions.
• Set and track service-level expectations for member-facing processes, strengthening leadership visibility and accountability.
• Lead cross-functional member experience forums, maintain action tracking, follow through on progress, and escalate stalled work when needed.
• Combine transactional and relationship feedback into enterprise-wide insights, identify recurring patterns, and prioritize efforts that improve loyalty, retention, and ease of engagement.
• Deliver regular reports and executive-level updates on member experience trends, performance measures, and the results of improvement initiatives.

Requirements

• At least 5 years of progressive experience in member experience, customer experience, retail banking, operations, or process improvement.
• Bachelor’s degree in business, marketing, communications, organizational leadership, or a closely related discipline preferred.
• Demonstrated success leading cross-functional initiatives and improving outcomes using voice-of-member or voice-of-customer data.
• Strong analytical capability with the ability to interpret data, recognize patterns, and convert findings into practical strategies.
• Excellent written and spoken communication skills, including presenting to senior leaders and influencing stakeholders across functions.
• Hands-on experience with dashboards, reporting tools, survey platforms, and Microsoft Office applications.
• Ability to influence without direct authority, build trust, and drive accountability across teams.
• Experience in financial services or credit union environments is an advantage; customer experience certifications such as CCXP are beneficial.

Benefits

• Competitive compensation aligned to experience and geographic zone, with pay ranges reaching approximately $179,000 depending on location.
• Annual incentive opportunity of 0% to 8% based on individual and organizational performance.
• 401(k) retirement plan with a strong employer contribution.
• Medical, dental, and vision coverage for employees and dependents, with most of the cost covered by the employer.
• Paid time off, sabbatical options, and support for work-life balance.
• Tuition reimbursement plus opportunities for professional growth and development.
• Inclusive and collaborative workplace culture with employee engagement and community involvement initiatives.
• Strong commitment to diversity, equity, and employee voice.

Additional information

This opportunity is being handled on behalf of a partner employer, which will manage applications and the next steps in the hiring process. The shortlist of qualified candidates is shared with the hiring company, and interviews, assessments, and final decisions are managed internally by that employer.

Data privacy and hiring process notice

By submitting an application, you acknowledge that personal data will be processed to evaluate your candidacy and shared with the hiring employer as part of the recruitment process. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may exercise your rights to access, correct, delete, or object to processing at any time.

Artificial intelligence tools may be used to support parts of recruitment, such as application review, resume analysis, or response assessment, including checks for inconsistencies or verification signals. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.