Chief Experience Officer

4 weeks ago

Livonia, United States Zeal Credit Union Full time
Job DescriptionJob Description

About Zeal Credit Union:

At Zeal Credit Union, we are passionate about our members, and we work hard every day to help them achieve their financial goals. Working at Zeal isn't just a job or a career; working at Zeal is a calling. So, what does it take to work at Zeal Credit Union? It takes Character, Empathy and Passion. These aren't just words to us; they are the core elements of our brand and the principles that guide everything we do.

Position Purpose

The primary purpose of this position is to assist the credit union in achieving its service mission of building trusted relationships by providing our members with superior financial solutions and outstanding service.

The Chief Experience Officer (CXO) for Zeal CU is responsible for developing strategies and processes to enhance our member experience. They are responsible for the development of the Zeal brand and ensure consumers receive a consistent, compelling, and extraordinary experience from the first touch point through sales and re-engagement. They ensure that both members and employees have a personalized and positive experience with the organization. They oversee our Retail branches, Lending and Marketing/Business Intelligence (BI). They work closely with HR, L&D, Operational Excellence and Technology. They require excellent communication skills, an information-driven mindset, and the ability to work actively in a team. The CXO identifies strategic plans and tactics which consistently delivers our strategy, improves member experience, and achieves high impact results. Our CXO must be strategically minded, expansion-oriented, calm under stress, and capable of inducing engagement in our employees. They need to creatively communicate, inspire, and create a culture of high engagement throughout the organization to embody and embrace our values and beliefs.

Essential Functions

  • Leads in the development of strategic positioning for our credit union brand that powerfully differentiates our presence in the minds of members, consumers, and businesses.
  • Serves as the chief brand ambassador. Influences, inspires, and motivates across all functions and levels of the organization to bring the brand promise to life and makes it real for our employees, members, consumers, and businesses.
  • Analyzes and identifies relevant consumer expectations and preferences. Builds operational readiness to ensure we fulfill consumer expectations which aligns to our identity.
  • Identifies and prioritizes short- and long-term objectives which support the strategy. Acts as a liaison to other functional areas to ensure department business objectives are aligned with fulfilling our strategy.
  • Measures the effectiveness of our strategies by evaluating performance with increasing market share through organic growth (member & lending acquisition & retention) and profitability (member engagement & share of wallet).
  • Using our strategy as a compass to offer a consistent experience to members across all delivery channels & touchpoints.
  • Recommends and leads innovative solutions and process improvements.
  • Manages Voice of Member program in respect to our target audience, including social media, NPS, and focus group feedback to provide timely and relevant information about consumer preferences.
  • Leadership of the credit union's delivery channels to include Branches, Contact Center, Digital Banking, Mobile Applications, etc.
  • Measures effectiveness of each channel and identifies improvement opportunities.
  • Identifies and recommends technology and functionality improvements.
  • Oversees coaching, training, and developing staff to embody cultural values and expectations to create a consistent experience for our members.
  • Manages programs which aid increased sales & revenue opportunities while balancing with a service driven culture.
  • Oversees the lending strategy, budgeting, and reporting.
  • Leads the strategic development of the Credit Union's Lending business plans, processes, systems, and products to attract, retain, provide solutions for, and build deep relationships with members.
  • Oversees the development of lending products, platforms and solutions while proposing pricing, promotion and cultivating internal communication to best achieve goals and serve member needs.
  • Oversees the marketing strategy, budgeting, and reporting.
  • Leads the strategic development of the credit union's marketing plans and creative services to attract, retain, provide solutions for, and build deep relationships with members.
  • Manages the creation of products, merchandizing, pricing, promotion, and internal communication to best achieve goals and serve member needs.
  • Oversees business development activities to obtain, keep, and grow membership and lending.
  • Ensures effective product management through product development, launch, on-going product marketing, and market impact analysis.
  • Leads efforts with Product Management.
  • Directly manages deposit and lending products. Oversees assessing relevance and profitability of current products, determines when to sunset products, introduction of new products, etc.
  • Oversight of campaigns or other promotional vehicles to enable sales lift and increase profitability in key product categories.
  • Extensive leadership and management skills, with a focus on creating a high performing team.
  • Models the credit union's cultural values, leadership competencies, providing guidance and motivating others to work well together in accomplishing the team's purpose and objectives.
  • Develops a culture that promotes high engagement for all employees.
  • Selects and retains talent with skills, abilities, and behaviors that focus on results while cultivating the credit union's culture.
  • Improves and reinforces performance in others and develops talent for critical positions and/or future leadership roles.
  • Responsible for ensuring financial stability in the best interest of the members, the employees, and the credit union.
  • Provides strategic direction, vision, leadership, and management in short and long-range planning to ensure that credit union goals and objectives are being met.
  • Develops and recommends new services using market research.
  • Ensures that all legal obligations of the credit union are met. This includes but is not limited to, maintaining sufficient insurance for all credit union liabilities and assets, maintaining compliance with all federal and state laws, and operating within the rights granted by the charter.
  • Directs, motivates, and develops a competent, high performing staff to assure maximum efficiency in the daily credit union operations and effective member relations.
  • Performs all other tasks and duties as assigned.

Job Qualifications

Required:

  • 10+ years of experience
  • Bachelor's degree or equivalent
  • Effective leadership abilities
  • Strategic thinker with a proven track record of success.
  • Strong aptitude for coaching, leadership, and development.
  • Proven Influencer
  • Change Agent
  • Exceptional Communicator
  • Conceptualizes, communicates, and executes

We are an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, age, national origin, or disability.



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