Vice President of Member Experience

Role overview

Members Cooperative Credit Union is looking for a forward-thinking Vice President of Member Experience to guide and improve the quality of service delivered across every member interaction. Reporting to the Senior Vice President/Chief Operating Officer, this executive will direct all retail member-facing operations, including branch locations and virtual service channels, while ensuring a unified and consistently member-first experience throughout the organization.

This position is responsible for building strong teams, improving operational performance, encouraging innovation, and deepening member relationships through a service-focused, accountable, and continuously improving culture. It is a strong opportunity for an experienced leader who enjoys developing people, raising service standards, and influencing the future direction of a credit union.

Key responsibilities

• Recruit, coach, and develop a strong retail leadership team spanning branch and virtual service environments.
• Provide strategic direction for branch and digital/virtual delivery channels so they support the credit union’s mission, vision, and growth plans.
• Track performance indicators, financial outcomes, and market conditions, then act proactively to meet target results.
• Serve as a representative of the credit union in the community, within industry networks, and through professional associations.
• Promote a service culture that delivers consistent, high-quality solutions across all retail touchpoints.
• Define and monitor service benchmarks and member-experience measures to maintain best-in-class standards.
• Create, improve, and uphold policies, procedures, and internal controls that support effective operations.
• Work with branch and functional leaders to plan budgets, control spending, and allocate resources efficiently.
• Encourage a high-engagement, results-oriented environment that recognizes accountability and performance.
• Develop training and professional growth initiatives that support both individual employees and the wider organization.
• Travel occasionally for branch visits, credit union activities, and conferences.

Qualifications

• Bachelor’s degree in business or a closely related field, or an equivalent combination of education and experience.
• At least 10 years of relevant work experience with increasing responsibility, or an equivalent education-and-experience background.
• Minimum 7 years of successful people leadership experience in the financial industry.
• Residence within a reasonable driving distance of the credit union’s branch network in Minnesota.
• Strong strategic planning and project management capability, with the ability to align member experience initiatives to organizational objectives.
• Excellent professional verbal and written communication skills, including the ability to present information clearly and concisely to stakeholders at all levels.
• Demonstrated ability to build and sustain positive relationships with members, prospective members, board members, and staff.
• Ability to manage multiple projects and competing priorities while maintaining an excellent member experience.
• Advanced understanding of financial principles and budget management.
• Intermediate to advanced proficiency with Microsoft Office tools, including Word, PowerPoint, and Outlook.

Schedule and job details

The typical schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with flexibility as business needs require. This is a full-time exempt role.

Compensation

The starting annual pay range is $146,000 to $200,000, prorated based on the start date. The role is eligible for an annual discretionary bonus, and compensation will be based on experience.

Benefits

• Medical, dental, and vision plan options
• Health Savings Account and Flexible Spending Account options
• 401(k) plan with a competitive employer match
• Paid time off, paid holidays, personal time, and paid volunteer time
• Dedicated development time and tuition reimbursement
• Employer-paid life insurance plus short-term and long-term disability coverage
• Optional life, critical illness, accident, and hospital indemnity coverage
• Paid parental leave
• Discretionary annual profit-sharing bonus

Equal opportunity information

Members Cooperative Credit Union is committed to equal employment opportunity and an inclusive workplace that supports full participation from a diverse workforce. Hiring, training, promotion, and compensation decisions are based on job-related qualifications and skills. The organization does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected by applicable federal, state, or local law.

Application assistance

If you have questions or need help with the application process, you may contact Human Resources at 1-800-296-8871.