EVP/Chief Experience Officer

Job Summary: The Chief Experience Officer (CXO) provides leadership, systemic strategic thinking, and pragmatic action to identify, plan and execute strategies to achieve excellence in Member Service while promoting a culture of member-centric excellence across all member touchpoints. The CXO is responsible for ensuring the delivery of exceptional and consistent experiences to the members across the credit union ''s products, services, and channels of branches, call center, and community-facing and reaching resources, including remote and digital delivery.The Chief Experience Officer continually evaluates business practices, methods, and strategies to improve member interactions while keeping cast members engaged. A CXO does this by ensuring cast members are passionate about the company ''s products and services so that this spirit comes across when working with members. This position continually innovates the experience delivered to members to meet their evolving needs and makes sure no member is neglected. The CXO role ''s primary goal is to monitor the current experience delivered to members and continually innovate the brand experience to exceed member expectations to increase member satisfaction.This position integrates member and cast member experiences across the organization and aligns all cast members to the brand promise and a common purpose. In leading the company to become more experience-centered, the CXO breaks down the silos between marketing, business development, people and culture, member services teams, and senior summary, a CXO elevates the member experience, educates cast members, empowers them to make member-centric decisions, and facilitates cross-functional collaboration and the co-creation of a unique, sustainable competitive advantage. Responsibilities:Serve as a key member of the Executive Team, helping to drive the culture and vision for PartnersEnsure strategic alignment across the organization to ensure the approach, offerings and resourcing are effectively influencing Partners '' product adoption and growth.Use predictive data and analytics to manage and improve the business.Engage and provide member feedback and input to the product roadmap; act as voice of members regarding issues/opportunities and enhancementsProvide leadership that results in member acquisition, retention, and relationship depth.Lead annual sales production to meet organizational goals across products and services.Coordinate with key departments across the organization to ensure members have the right services and capabilities to achieve results.Continually evaluate business practices, methods, and strategies to improve member interactions. Boost the overall impression of and trust in the credit union.Work across marketing channels to develop and launch campaigns that help improve member satisfaction, loyalty, and brand image, thus increasing sales and revenues.Advocate for members needs in the development and deployment of projects and strategies throughout the organizationStrategically develop, prioritize, and oversee system-wide member experience initiatives.Continually strive to anticipate and identify members '' needs using qualitative and quantitative data.Provide direction of the organization ''s resources for branch and call center member-facing areas of the institution.Understand the digital landscape and its impact on member experience and consumer expectations.Stay abreast of regulatory requirements that affect functional areas.Strengthen relationships within the community to understand their needs better and align with strategic goals.Empower cast members to make member-centric decisions and increase leadership ''s understanding of their cast member experiences and needs.Champion members '' and cast members '' perspectives in Partners '' strategic decision-making and co-creating innovative ways to elevate the member experience.Measure and track the impact of initiatives on the company ''s data and key performance indicators (KPIs), including overall member sentiment and member satisfaction metrics.Provide leadership to member-centric areas, including lending, retail/branches, remote delivery, brand, wealth management, real estate originations, and keep the alignment around the member experience as an organizing principle.Lead, expand, and mentor the Member Services teams by setting the strategy and prioritizing goals, hiring, training, and developing a world-class and diverse teamProvide coaching, training, mentorship, and support in an atmosphere of open and direct communication.As a member of the Executive Management Team, help in developing, implementing and execution of the strategic plan for the Credit UnionServe as a collaborative partner with the EMT and the board in developing the vision for the future of the Credit Union.Basic Qualifications:Superb analytical skillsDemonstrated ability to lead and inspire a teamOutstanding interpersonal skillsAbility to design services and support delivery models that align with current member segments, deliver member value and scale with growth projectionsPossess a complete understanding of the buyer ''s journey and member life cycleProven record of being able to optimize and enhance the consumer experience.Exemplary written and verbal communication abilitiesAn aptitude for problem solving and expertise in multitasking to keep up with project demands.Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented.Strong empathy for members/members AND passion for revenue and growthStrong executive presence and ability to influence member leadershipBackground leveraging data and analytics in decision makingExperience using/integrating a CSM Technology platform into the rhythm of the businessReflect demonstrated proficiency relevant to the role and have the responsibility for working closely and cooperatively with peers to ensure all parts of the credit union contribute to an excellent member experience.Expertise in strategic visioning, planning, and execution of strategic initiatives.Show a demonstrated relevant experience in building and sustaining relationships in partnership and expertise in leading the relevant functional areas such as branches and call centers.Possesses relevant expertise with financial products, services, and delivery channels and critical and conceptual thinking skills to observe and analyze data to innovate new methods, techniques, or processes to integrate issues and factors into a practical framework.Possess positive influencing skills to bring others to new thinking and mindset.Proven, high-level experience of decision-making within the discipline and authority of the role.Demonstrate an embodied self-clarity and self-accountability as well as strong coaching skills for the development of others.Experience working with cross functional teams and in a matrix environment to achieve company objectivesPreferred Qualifications:Familiarity with SixSigma process improvementOngoing learning through certifications, workshops and conferences, e.g. CUES CEO Institute, CUES School of Strategic Marketing and CUNA ManagementRequired EducationBachelor''s Degree10+ Years of relevant work experiencePost-Graduate Degree

Created: 2021-11-29