What are the responsibilities and job description for the Head of Customer Journey position at CACL Financial?
Job Details:
CACL Financial is a dynamic credit union looking for a seasoned leader to join our team as Chief Member Experience Officer. This key role will be responsible for shaping our member-first strategy and enhancing every aspect of the member journey.
The successful candidate will bring a wealth of experience in leading teams and driving innovation in the financial services industry. They will collaborate closely with our leadership team to develop and execute plans that meet our member experience goals.
Main Responsibilities:
- Lead a Team: Lead and mentor a talented team focused on delivering exceptional member experiences across all channels.
- Drive Innovation: Drive innovation and improvement in our services, both in-branch and digital.
- Member Satisfaction: Analyze data and feedback to continuously elevate member satisfaction and engagement.
- Culture Champion: Champion a culture of excellence and a commitment to putting members first.
What We're Looking For:
- Proven experience leading member/customer experience teams, preferably in financial services.
- A strategic mindset and the ability to turn insights into action.
- Strong leadership, communication, and problem-solving skills.
- Passion for innovation and improving the customer journey.
Physical Requirements:
Candidate must be able to complete all physical requirements of the job with or without reasonable accommodation.
