Director of Member Experience

Job Title: Director of Member Experience

Reports To: Senior Vice President of Operations

Job Summary:

The Director of Member Experience will lead and oversee operations across all five FiCare Federal Credit Union branches, ensuring exceptional service delivery and operational efficiency. This is a hands-on leadership role, actively engaging with staff and members to drive results and improve service quality. This role will also be responsible for managing business development strategies, enhancing the member experience, and ensuring alignment with the credit union’s growth vision and budget. The ideal candidate will demonstrate strategic vision, leadership skills, and a passion for delivering outstanding member experiences.

Key Responsibilities:

Branch Oversight:

• Oversee branch managers to ensure smooth operations and address any challenges or opportunities.
• Manage and support operations at all five branches, ensuring consistency in service standards and operational excellence.
• Develop and implement strategies to optimize branch performance, drive growth, and improve member satisfaction.
• Manage branch staffing, scheduling, hiring, and training to maintain operational efficiency and service quality.

Leadership & Training:

• Provide leadership, coaching, and development opportunities for branch managers and staff.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Conduct training sessions and workshops to enhance employee skills and knowledge.

Member Experience:

• Oversee the Member Service Partners to ensure they are delivering the best service possible.
• Implement strategies and training programs to enhance the overall member experience.
• Analyze member feedback and satisfaction metrics to identify areas for improvement.

Business Development:

• Oversee the Business Development Representative to ensure all events align with the credit union's growth vision.
• Monitor budgets to ensure all business development activities remain within financial guidelines.
• Provide guidance and support to the Business Development Representative to optimize outreach efforts and partnerships.
• Evaluate the effectiveness of events and strategies to continuously improve results.

Operational Support:

• Develop and enforce policies and procedures to maintain compliance and operational integrity.
• Collaborate with the Risk and Compliance teams to address audit findings and implement corrective actions.
• Assist in the development and execution of disaster recovery plans and emergency procedures.

Travel Requirements:

• Frequent local travel between branches and to community events.
• Must have reliable transportation and the ability to accommodate a flexible schedule.

Qualifications:

• Bachelor’s degree in Business, Finance, or related field; MBA or equivalent preferred.
• Minimum of 5 years of leadership experience in financial services, retail banking, or credit union management.
• Proven track record in business development and branch operations.
• Strong interpersonal and communication skills, with the ability to build relationships and influence others.
• Excellent organizational and problem-solving abilities.
• Proficiency in Microsoft Office Suite and experience with financial services software.

Preferred Skills:

• Experience in leading multi-site operations.
• Knowledge of credit union products, services, and regulatory requirements.
• Demonstrated ability to drive growth and member satisfaction.

Compensation & Benefits:

• Competitive salary commensurate with experience.
• Comprehensive benefits package, including health, dental, vision, and retirement plans.
• Mileage reimbursement for travel.
• Professional development opportunities and career growth support.