Vice President of Member Experience

Key Responsibilities

• Build, lead, and develop a high-performing retail leadership team across branch and virtual environments.
• Provides strategic leadership for the branch and virtual delivery channels, ensuring alignment with the credit union’s mission, vision, and growth objectives.
• Monitor key performance indicators, financial results, and market trends; take proactive actions to achieve targeted outcomes.
• Represent the credit union within the community, industry groups, and professional organizations.
• Champion a culture of exceptional member service and consistent delivery of solutions across all retail channels.
• Establish and monitor service standards and experience metrics to ensure a best-in-class member experience.
• Establish and maintain policies, procedures, and internal controls that support sound operational practices.
• Collaborate with branch and functional leaders to develop budgets, manage expenses, and optimize resource allocation.
• Foster an engaged, performance-driven culture that recognizes and rewards results and accountability.
• Identify and implement training and development strategies to support individual and organizational growth.

Qualifications

• Bachelor’s degree in business or related field or equivalent.
• 10 or more years of related work experience showing progression in responsibilities, or a combination of education and experience providing equivalent knowledge.
• 7 or more years of successfully leading people in the financial industry.
• Must live within a reasonable travel distance (by car) to our network of branches in the state of Minnesota.
• Strong strategic planning and project management skills with the ability to align the member experience with organizational goals.
• Excellent, professional, verbal and written communication skills, with the ability to effectively convey information clearly and concisely to stakeholders at all levels of the organization.
• Proven success in developing and maintaining positive relationships with prospective or existing members, Board members and staff.
• Ability to coordinate multiple projects and conflicting priorities to provide outstanding member experience.
• Advanced knowledge in financial principles and budget management.
• Intermediate to advanced user level experience with Microsoft Office suite including Word, PowerPoint, and Outlook.