VP of Member Experience

PURPOSE

The Vice President of Member Experience serves as MVFCU's advocate for delivering exceptional member experiences across all service channels including digital platforms, branches, and contact center. This role is central to creating and executing a strategy that accelerates membership growth, deepens member relationships, and delivers a clear competitive advantage through superior experiences. Balancing strategic vision with operational excellence, this leader will transform how members engage with and perceive MVFCU, aligning closely with MVFCU’s strategic objectives, PMO initiatives, and pull strategy.

FUNCTIONS

• Responsible for member marketing of the Credit Union and knowledge of all services offered to a degree that will enable answering questions or referring members for specific services.

• Develop and implement a comprehensive member experience strategy aligned with MVFCU's strategic objectives, PMO processes, and competitive environment.

• Design and maintain a unified omnichannel experience framework ensuring consistency across digital, branch, and contact center interactions.

• Establish and monitor clear experience metrics and KPIs to drive accountability and business outcomes.

• Lead cross-functional initiatives, aligned with MVFCU's PMO framework, to redesign member journeys and optimize processes from the member's perspective.

• Identify and eliminate friction points affecting member satisfaction and operational effectiveness.

• Advocate for strategic investments in technologies and capabilities that elevate member experiences, supporting MVFCU’s pull strategy by using real-time member feedback for rapid iteration and improvement.

• Build, mentor, and empower high-performing teams within branch and contact center operations.

• Foster an organizational culture where member feedback is proactively gathered, highly valued, and used effectively.

• Develop recognition programs emphasizing exceptional member service performance.

• Implement a robust Voice of the Member program capturing comprehensive feedback across service channels.

• Leverage analytics to detect trends, anticipate member needs, and guide strategic decisions.

• Translate insights into practical improvements with tangible business impacts.

• Collaborate closely with Marketing to ensure alignment between brand promises and member experiences.

• Partner with Technology to prioritize and enhance digital capabilities that improve member satisfaction.

• Work alongside Product teams to create and refine offerings tailored to evolving member expectations.

REQUIRED SKILLS/ABILITIES

• Strategic thinker capable of practical execution.

• Data-informed decision-maker with strong member empathy.

• Proven change leader with the ability to influence organizational culture.

• Innovative mindset with a high degree of digital proficiency.

• Executive presence with exceptional stakeholder management skills.

• Superior communication and interpersonal skills for working with executives, staff, and members.

IMPACT MEASURES

• Increased member satisfaction and improved Net Promoter Scores (NPS).

• Higher member retention and deeper member engagement.

• Improved operational efficiency and reduction in service-related costs.

• Accelerated adoption and effective use of digital and self-service channels.

• Strengthened brand reputation and competitive positioning.

PREREQUISITES FOR THE POSITION

• Education: Bachelor’s degree required; MBA or advanced degree preferred.

• Minimum Experience: 10 years progressive leadership experience in financial services, including at least 5 years specifically in member/customer experience strategy.

• Working Conditions: Full-time, on-site position. Professional office setting with a collaborative atmosphere. Occasional travel may be required for meetings with members, partners, regulatory agencies and conferences. Availability for occasional evening or weekend work may be necessary during high-priority activities, business events, or special projects. May require prolonged periods of sitting, using a computer, or attending meetings. Minimal physical exertion required but may need to lift items up to 40 pounds.