VP of Member Experience
Job Summary: The Vice President of Member Experience (VPME) will be a highly motivated and strategic leader responsible for defining, measuring, and optimizing the entire member journey. This critical role reports directly to the Chief Operating Officer and will be instrumental in designing and executing an Exceptional service strategy, driving organizational-wide accountability for experience quality, and ensuring the seamless and positive delivery of services across all interaction channels. The VPME will lead teams dedicated to excellence in branch experience, digital channel engagement, card services, payment reliability, and related back-office support that impacts the member.
Key Responsibilities:
Experience Strategy & Leadership:
- Develop and champion a comprehensive, multi-year Member Experience Strategy that directly aligns with the credit union's mission, retention, and growth objectives.
- Lead, mentor, and develop a high-performing team focused on service quality, fostering a culture of continuous improvement, accountability, and member advocacy.
- Establish and maintain a holistic, end-to-end view of the member journey, identifying pain points, friction areas, and moments of truth for priority improvement.
- Implement and manage organization-wide Member Experience (MX) metrics, such as Net Promoter Score (NPS), Quality Loop Score (QLS), and satisfaction surveys, reporting key insights to the executive team.
- Oversee change management initiatives that specifically relate to member-facing processes, ensuring changes enhance the experience rather than complicate it.
- Identify and implement industry best practices and innovative strategies to achieve benchmark-level member service quality.
Branch Experience & Business Development:
- Provide comprehensive oversight of all branch locations, ensuring a consistent, welcoming, and high-quality service experience across the physical network.
- Instill a uniform "Experience First" culture across all branch locations and the online branch, emphasizing relationship development over transactional speed.
- Drive initiatives to enhance the in-branch member experience, focusing on personalized service, solution-oriented interactions, and transaction efficiency.
- Direct branch leadership to actively support business development activities by facilitating quality interactions that naturally lead to new memberships and product cross-selling.
- Monitor branch performance against service and engagement metrics, implementing solutions to optimize member satisfaction and loyalty.
Digital Channel Engagement:
- Serve as the business owner for the member-facing functionality of the credit union's online branch and digital banking platforms, ensuring a secure, intuitive, and highly functional experience.
- Collaborate closely with IT, Marketing, and vendors to prioritize and implement new digital features and enhancements based on member feedback and usage trends.
- Monitor digital adoption, usage, and service trends to proactively identify and improve digital service delivery friction.
Service Reliability & Quality Assurance:
- Oversee the reliability and service quality of essential member services, including card services (issuance, fraud monitoring, dispute resolution), payment processing (wires, ACH), and ATM network uptime.
- Design and implement a quality assurance program for all back-office processes (e.g., account opening, maintenance, service fulfillment) to ensure operational rigor minimizes member impact.
- Ensure operational compliance and risk mitigation efforts are executed with minimal friction or interruption to the member experience.
Cross-Functional Collaboration & Training:
- Lead a Member Experience Council composed of leaders from IT, Lending, Marketing, and Compliance to ensure a unified approach to service delivery.
- Partner with Human Resources to develop and roll out service excellence training programs for all member-facing employees and managers.
- Represent the Member Experience function in strategic projects, ensuring that the member's perspective is the core driver of all final decisions.
Qualifications:
- Bachelor's degree in Business, Finance, or a related field.
- Minimum of 5 years of progressive leadership experience in Member Experience, Service Design, or Operational Excellence within a financial institution.
- Demonstrated expertise in managing multi-channel service delivery (branch and digital) and integrating member feedback into strategic planning.
- Proven ability to lead, motivate, and develop high-performing, service-oriented teams.
- Exceptional ability to synthesize data (quantitative and qualitative) into actionable strategic recommendations.
- Excellent analytical, problem-solving, and decision-making skills.
- Exceptional communication (written and verbal), interpersonal, and presentation skills.
Knowledge and Skills:
- Interpersonal Skills
- Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
- Other Skills
- PC proficiency in Microsoft Office Word and Excel. Strong knowledge and understanding of XP Systems preferred.
- Physical Requirements:
- This position is primarily based in a general office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job:
- Mobility: Ability to move about the office to access files, office equipment, and interact with colleagues.
- Manual Dexterity: Frequent use of hands and fingers for typing, writing, and handling office supplies and equipment.
- Visual Acuity: Ability to read and interpret documents, emails, and computer screens for extended periods.
- Communication: Ability to communicate effectively in person, over the phone, and via digital platforms.
- Sitting/Standing: Prolonged periods of sitting at a desk and working on a computer, with occasional standing or walking.
- Lifting: Occasionally required to lift or move items up to 50 pounds, such as office supplies or small equipment.
- Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
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Mid Atlantic Federal Credit Union
$110,000 - $130,000 annually - MAFCU offers Carefirst Medical, HSA option available as well, Dental, and Vision (Low cost premium options). 401K Match. -Flexible spending accounts -Travel insurance, basic life insurance + AD&D at no cost. - Employee Assis
Dec 20, 2025