AVP, Member Experience

General Summary

Member Experience Leader serves as the enterprise owner of member experience strategy, insight, and coordination across the Credit Union. This role partners directly with department heads to identify friction, strengthen service consistency, and leverage member feedback to drive measurable improvements across member journeys, channels, new product development, and support functions.

Position Duties & Functions

• Serve as the enterprise lead for member experience, partnering with business department leaders to improve member journeys, reduce friction, and strengthen consistency across channels.
• Diagnose and resolve member and employee-facing process breakdowns through hands-on collaboration with frontline, operations, lending, digital, and support teams.
• Own enterprise survey governance, survey standards, and vendor relationships, ensuring feedback data is translated into prioritized actions and measurable improvement.
• Set, track, and reinforce service-level expectations for key member-facing processes across departments, elevating accountability and visibility with leadership.
• Lead the cross-functional Member Experience Committee and related forums, prepare data-driven updates, tracking action items, and escalating stalled progress when needed.
• Consolidate transactional and relational feedback into enterprise insights, identify recurring themes, and curate top priorities for improving loyalty, retention, and ease of doing business.
• Provide regular reporting to executive leadership and strategic forums on member experience trends, service metrics, progress on improvement initiatives, and business impact.
• Lead or participate as part of the team for Credit Union-wide initiatives and projects, as needed.
• Support executive leadership in shaping and advancing priority member experience initiatives by coordinating insights, preparing materials, and helping drive follow-through across cross-functional efforts.
• Partners with department heads to ensure detractor recovery, follow-up discipline, and experience improvement efforts are coordinated and sustained across the enterprise.
• Other duties as assigned.

Position Requirements

• 5+ years of progressive experience in member experience, customer experience, retail banking, operations, process improvement, or a closely related field required.
• Bachelor’s degree in business, organizational leadership, marketing, communications, or a related discipline preferred.
• Experience leading cross-functional initiatives, using voice-of-member data, and driving measurable service or process improvement strongly preferred.
• CCXP (Certified Customer Experience Professional) certification or similar CX credential preferred.
• An equivalent combination of education and experience may substitute for the stated qualifications.

Knowledge and Skills

• Strong written and verbal communication skills, including the ability to synthesize findings, influence stakeholders, and present clearly to executives and cross-functional teams.
• Strong analytical and problem-solving skills, including the ability to identify themes, interpret service and survey data, and translate insight into action.
• Proficient in Microsoft Office applications and comfortable working with reporting tools, dashboards, survey platforms, and systems that support service measurement and workflow improvement.
• Demonstrated ability to build trust, collaborate across departments, and drive accountability without relying solely on direct authority.

Competencies

• Ability to lead through influence, navigate ambiguity, and adapt quickly while maintaining momentum on enterprise priorities.
• High initiative and ownership, with a bias toward action and follow-through on complex, cross-functional work.
• Sound judgment and decision-making ability, including the ability to prioritize enterprise issues, balance competing needs, and drive practical solutions.
• Ability to align work with core competencies and enterprise goals while fostering accountability, service excellence, and continuous improvement.
• Growth Mindset, Diversity & Inclusion, Communication, Change Ready, Leadership, Responsibility, Problem Solving, Tech & Data Savvy, CU Business Acumen.

Physical Demands

• Work involves extensive computer use, up to 8 hours per day.
• Appropriate vision, dexterity, and other physical abilities are required.
• Must be able to speak and present on the telephone and/or through digital means of communication, including but not limited to Zoom/Teams/or other video technologies.

Salary and Benefits

• Salary is based on qualifications and geographical location (Zone).
• Benefit information can be located on our Careers page here: https://www.chevronfcu.org/about-us/careers.
• Zone 1: $130,192.00 - $179,014.00
• Zone 2: $118,474.72 - $162,902.74
• Zone 3: $109,361.28 - $150,371.76
• Zone 4: $104,153.60 - $143,211.20
• This position is eligible to participate in the Corporate Incentive Plan. Annual incentive opportunity ranges from 0–8% of incentive eligible earnings, based on a combination of institutional performance (0–2%) and individual performance (0–6%). Incentive payments are discretionary and subject to approval.