Chief Member Experience Officer

1 week ago


Herndon Virginia, United States Northwest Federal Credit Union Full time

About the Role:

The Northwest Federal Credit Union is seeking a highly skilled and experienced Chief Member Experience Officer to lead its efforts in delivering exceptional member-centric excellence. As a key member of the executive team, the CMXO will spearhead strategic initiatives to cultivate a culture of service excellence across all facets of the credit union.

Key Responsibilities:

  • Develop and implement a unified member experience strategy that encompasses all member touchpoints, including branches, call center, and digital platforms.
  • Enhance member acquisition and experience across digital and physical channels.
  • Lead efforts to leverage technology to create a seamless member experience, aiming to attract organic membership growth.
  • Cultivate productive partnerships and stay abreast of industry trends to reinforce the credit union's commitment to its members and the broader community.
  • Oversee the allocation and management of resources to achieve organizational goals while nurturing internal and external partnerships to ensure alignment with the credit union's brand and values.

Requirements:

  • 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:

The Northwest Federal Credit Union 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.



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