VP of Member Experience Full Time

JOB SUMMARY:

The Vice President of Member Experience is responsible for leading and optimizing the end-to-end member journey across all service channels, including branches, digital platforms, and the Digital Branch (Contact Center). This role drives the credit union’s commitment to delivering exceptional, consistent, and personalized member experiences aligned with Skyward Credit Union’s strategic goals.

This position partners closely with the Chief Brand Officer on the Voice of the Member (VoM) program and broader member experience strategies, ensuring insights are translated into meaningful improvements in service delivery, processes, and member interactions. The VP of Member Experience collaborates cross-functionally to enhance satisfaction, deepen relationships, and strengthen member loyalty.

RESPONSIBILITIES:

Member Experience Strategy

• Develop and execute a comprehensive member experience strategy aligned with organizational objectives.
• Champion a member-centric culture across the organization, ensuring consistent service excellence at every touchpoint.
• Establish, monitor, and report on key performance indicators (KPIs) related to member satisfaction, engagement, and retention.
• Drive initiatives that improve member engagement, onboarding, and long-term relationship growth.

Digital Branch/Contact Center Leadership

• Provide strategic and operational leadership for the Digital Branch (Contact Center).
• Ensure high-quality, efficient, and consistent service delivery across phone, chat, and other remote channels.
• Optimize workforce management, service levels, and technology utilization to enhance performance and experience.
• Oversee Digital Branch leadership and ensure alignment with enterprise member experience strategy.

Voice of the Member (VoM) Partnership

• Partner closely with the Chief Brand Officer to execute and continuously improve the Voice of the Member program.
• Leverage VoM insights, member feedback, and data analytics to identify opportunities for enhancing service delivery, processes, and member interactions.
• Collaborate with internal stakeholders across Operations, Marketing, Lending, and Technology to ensure member feedback is translated into actionable improvements.
• Ensure feedback loops are embedded into operational improvements and strategic decision-making.

Service Delivery and Process Improvement

• Identify and implement process improvements that enhance the member experience and operational efficiency.
• Optimize member journeys by reducing friction in onboarding, account opening, and service interactions.
• Collaborate with Operations, Marketing, Lending, and Technology teams to ensure alignment between brand promise and delivery.

Digital Experience Oversight

• Partner with Digital and Technology teams to enhance online and mobile banking experiences.
• Advocate for intuitive, user-friendly digital solutions that meet evolving member expectations.
• Support digital adoption strategies to increase engagement and self-service utilization.
• Champion innovation and continuous improvement of digital tools and platforms.

Member Insights, Analytics & Reporting

• Leverage data analytics to assess member behavior, engagement, and preferences.
• Monitor and analyze service performance and member feedback to drive continuous improvement.
• Develop and present reporting to senior leadership on member experience, digital performance, and engagement metrics.
• Provide strategic recommendations based on insights to enhance experience and drive growth.

Other Duties

• Perform additional tasks and responsibilities as assigned by senior management.

QUALIFICATIONS:

• Minimum of 8–10 years of progressive leadership experience in member/customer experience, contact center management, or retail/digital banking within financial services.
• Proven experience leading contact centers and/or digital service channels.
• Strong understanding of member experience frameworks, journey mapping, and Voice of the Member (VoM) programs.
• Demonstrated ability to collaborate effectively with Marketing/Brand leadership to align experience and brand strategy.
• In-depth knowledge of regulatory requirements applicable to credit unions or banks.
• Excellent communication and interpersonal skills, with the ability to effectively interact with and influence staff, management, and regulatory agencies.
• Demonstrated ability to lead change, drive innovation, and execute strategic initiatives.
• High level of integrity, ethical standards and professional judgment.

WORK ENVIRONMENT:

• Office environment with occasional travel to branch locations.
• Full-time position, requiring occasional evening work as required.

BENEFITS:

• Competitive salary commensurate with experience
• Health, dental, and vision insurance
• Generously matched 401(k) retirement savings plan
• Paid time off and holidays
• Eligible for annual performance bonus
• Professional development opportunities

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Skyward Credit Union is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.