Vice President, Member Experience

Overview

The Vice President, Member Experience at Valley First Credit Union is responsible for shaping the member experience, driving growth, and improving service. Reporting to the Chief Growth Officer, this role leads the branch network and contact center, strengthens team performance, and connects members with financial solutions.

Key Responsibilities

• Create a strong, consistent member experience across branches and the contact center.
• Build annual business plans that support growth, service excellence, and team accountability.
• Strengthen member relationships by helping teams connect members with the right financial solutions.
• Lead, coach, and develop branch and contact center leaders.
• Use KPIs, member feedback, and operational insights to improve performance.
• Partner across the organization to implement new products, processes, systems, and service enhancements.
• Support community engagement, financial education, and Valley First’s commitment to Making Good Happen.
• Foster a culture grounded in Passion, Learning, and Ownership.

Requirements

• Bachelor’s degree in Business or equivalent experience.
• 8+ years of retail and branch experience within a credit union or community bank.
• Strong knowledge of consumer products and member financial solutions.
• Experience leading frontline teams, branch leaders, and/or contact center teams.
• Strong presentation, sales, communication, and relationship-building skills.
• Symitar experience preferred.

Qualifications

• Ability to manage multiple priorities, lead through change, and build trust across the organization.

Benefits

• Compensation range: $165,000 - $185,000.

Pay & Schedule

• Salary: $165,000 - $185,000.
• Full-time position.