Executive Director of Customer Experience

7 days ago

Bothell, Washington, United States Qualstar Credit Union Full time
About the Role

We are seeking a seasoned leader to serve as the Executive Director of Customer Experience at Qualstar Credit Union. As a key member of our executive team, you will be responsible for leading our largest service delivery channel and driving strategic initiatives to enhance member satisfaction and loyalty.

Key Responsibilities
  • Customer Experience Visionary: Develop and implement a customer-centric culture that balances education with accountability to achieve department service and productivity goals.
  • Talent Development: Attract, develop, and retain top talent throughout the employee lifecycle, including hiring, training, coaching, performance management, evaluations, and promotions.
  • Operational Excellence: Become the operational subject matter expert for the phone system and digital tools, assessing needs and recommending enhancements to improve efficiency and the member experience.
  • Industry Expertise: Stay informed about industry trends, norms, systems, and technologies to maintain an informed departmental vision and strategy.
  • Leadership and Collaboration: Lead department initiatives and organizational projects, collaborating with peer VPs to plan and implement strategies that impact our organizational objectives.
  • Member Advocacy: Resolve escalated member complaints thoroughly and expeditiously, modeling leadership behavior, appearance, and actions that exemplify Qualstar's core values and leadership principles.
Requirements
  • Leadership Experience: Proven track record of delivering results through teams, with at least three years of second-level management experience and seven or more years of production management experience.
  • Industry Knowledge: Strong knowledge of consumer and home equity lending, with experience optimizing processes and ensuring compliance with deposit product regulations.
  • Communication Skills: Excellent communication skills, with the ability to articulate and share a clear vision.
  • Education: A college degree in a business-related field is preferred, and call center experience is advantageous.
What We Offer
  • Growth and Learning Opportunities: Work closely with an experienced Operational leader in a role with room for personal and professional growth in a service-focused, financially sound organization.
  • Impactful Leadership Role: Directly contribute to our mission through our organization's largest team and member touchpoint.
  • Work-Life Balance: We understand the importance of balance and offer paid vacation, sick leave, 11 paid Federal holidays, and flexibility with occasional remote work and flexible hours.
  • Competitive Compensation: Enjoy a competitive salary with an annual management incentive program, complemented by comprehensive benefits including medical/dental/vision plans, generous retirement benefits, loan discounts, and tuition reimbursement.

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