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Chief Member Experience Officer

2 months ago

Herndon, Virginia, United States Northwest FCU Full time
Overview

Northwest Federal Credit Union (NWFCU) is seeking a visionary leader to spearhead its efforts in delivering exceptional member-centric excellence. As a key member of the executive team, the Chief Member Experience Officer will cultivate a culture of service excellence across all facets of the credit union.

Responsibilities

The CMXO will develop and implement a unified member experience strategy that encompasses all member touchpoints, including branches, call center, and digital platforms. This includes enhancing member acquisition and experience across digital and physical channels, leveraging technology to create a seamless member experience, and attracting organic membership growth.

The CMXO will lead efforts to foster productive partnerships, stay abreast of industry trends, and reinforce the credit union's commitment to its members and the broader community. Additionally, the CMXO will oversee the allocation and management of resources to achieve organizational goals, nurture internal and external partnerships, and support outreach efforts that align with the credit union's cultural values.

Qualifications
  • Bachelor's degree or equivalent experience; advanced education, such as an MBA, preferred
  • Ten years of similar or related experience
  • Proven experience in building and sustaining relationships and leading functional areas
  • Strong analytical skills to observe and analyze data for innovative solutions
  • Demonstrated decision-making ability within the discipline and authority for the role
  • Excellent communication, leadership, and coaching skills
  • Ongoing learning through relevant certification, workshops, and conferences
EEO Notice

NWFCU is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status, or any other classification protected by law.