Senior VP of Member Experience

Description

YOUR PURPOSE

Responsible for leading Horizon Credit Union’s member experience and retail operations strategy. As a member of the Executive Management Team, responsible to inspire, oversee and lead branch and contact center operations, retail growth and sales performance, and omnichannel integration. This executive ensures retail operations, branch/contact center, and digital solutions optimize the member experience and deepen relationships across a broad and growing network.  

The Senior Vice President develops and drives strategies that reflect member channel preferences and provides exceptional member service. This includes evolving branches as consultative solutions centers and ensuring alignment with a growing digital member-centric model. They will foster a culture that prioritizes the member journey, supports growth, modernization, and creates impactful results through skilled implementation of key strategies and effective products and services.

As a Senior Leader, this individual will reflect CORE values and collaborate with other Senior Leaders to ensure consistency and continuity across platforms and programs in fulfilling the Mission, Vision and Strategy of the Credit Union.   

YOU ARE RESPONSIBLE FOR

Strategic Leadership

• Develop and implement a comprehensive member experience strategy aligned with the organization's goals.
• Lead cross-functional teams to create an exceptional and consistent member experience across all touchpoints.
• Set growth goals and define KPIs and metrics to measure member satisfaction, engagement, and retention.
• Fulfill on key responsibilities in strategy and planning, growth and targeted outcomes.
• Partner with other senior leaders to drive innovation and continuous improvement in member experience.
• Monitor industry trends and financial service models to ensure emerging member product access and service preferences are reflected in member experience strategy.  

Member Experience, Engagement & Omnichannel Integration

• Execute programs and retail initiatives that enhance member experience and support organizational growth goals.
• Ensure integration between branch, digital and remote service channels reflect member product and service experience preferences.
• Foster relationships with key members and stakeholders to gather feedback and insights for improving the overall member experience.
• Utilize data analytics, and member feedback to refine strategies that enhance member value.
• Develop member retention strategies.

Operational Excellence & Data-Driven Decision Making

• Oversee the operations of the member services team, for prompt, effective and scalable resolution of member inquiries or issues.
• Collaborate with IT and operations teams to ensure the technology and systems support seamless member interactions.
• Implement processes to streamline and enhance the member journey, from onboarding to renewal.
• Utilize data analytics to monitor member behavior, trends, and satisfaction levels, providing actionable insights to the leadership team.
• Conduct regular member satisfaction surveys, focus groups, and feedback sessions to stay informed on member needs.
• Ensures required deliverables, reports and documentation are complete, accurate, and timely.
• Establishes and maintains good business relations with users, vendors, trade professionals, regulators, etc.

Budget Management

• Develop and manage the budget for the member experience function, ensuring efficient use of resources.
• Analyze the cost-benefit of member programs and initiatives to ensure they provide value while aligning with financial goals and objectives.

Leadership & Collaboration

• Aligns with and supports fellow Senior Managers in communicating the vision, mission and values of the organization
• Is a participative, collaborative and supportive Team Member to Senior Management colleagues to create successful outcomes.
• Engage/participate in organization-wide strategic planning.
• Partner with key stakeholders in IT, Marketing, etc. to ensure the member journey processes are aligned with long-term member growth goals and organizational outcomes.
• Lead and develop a dynamic Retail team. Direct, develop, recruit and manage subordinate team members. 
• Provide leadership and carry out managerial responsibilities in accordance with the organization's policies, priorities, processes and applicable laws.    
• Ensures business organization structure, roles and expectations established support the current and evolving needs of the department(s) and organization. Review business unit performance against targeted outcomes, job expectations and goals.
• Ensures business unit and team members are efficient, effective and skilled through organizational structure, coaching, development (directly or indirectly) and succession/redundancy planning.  
• Plans, assigns and directs work; appraises performance; rewards and disciplines employees; addresses complaints and resolves problems.
• As needed, is able to support or direct business continuity planning or disaster recovery strategies in area(s) of oversight.  

SUCCESS LOOKS LIKE

The Leading the Organization Success Profile is a set of competencies that are essential to leaders who guide the organization. The focus of these leaders is to be strategic and cross functional in their thinking, balancing future goals and present needs, setting vision and purpose that engages and moves the organization forward. They are also responsible for leading teams, getting results through others and developing their direct reports to reach their full potential. 

• Balances Stakeholders: Aligns diverse interests, builds trust, and ensures transparency in decision-making.
• Drives Engagement: Fosters a high-performance culture, empowers teams, and promotes inclusivity and collaboration.
• Drives Vision & Purpose: Effectively communicates vision, translates strategy into action, and champions innovation.
• Financial Acumen: Interprets and applies understanding of key financial indicators to make better business decisions
• Plans and Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals.
• Strategic Mindset: Anticipates market trends, adapts to change, and leverages data for informed decisions.

COMPENSATION

At Horizon Credit Union, we believe in attracting and retaining talented team members who embody our CORE Values of Capability, Optimism, Responsibility and Empathy. Our pay values are reflected in our compensation philosophy which rewards individual performance and the potential to contribute to our teams’ overall success long-term.

The full pay range for this position across all the states in which we hire is $209,412.00 - $319,353.00/annual. The figures shown represent the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate’s experience, education, and skill level.

Benefits, Perks, and Other Good Stuff

We know there’s more to life than just a job. Our benefits are designed to help support our employees and their well-being. Take a look at what we have to offer:

• Medical, Dental, & Vision Insurance for full-time and reduced full-time employees & their families
• Telemedicine for part-time employees
• Paid Group Life and Disability Insurance
• Employee Assistance Program
• Tuition Reimbursement Program
• 401K Retirement Savings
• Employer 401K Retirement Contributions & Matching upon eligibility
• Discretionary Annual Incentive Bonus based on eligibility criteria
• Paid Time Off per Full Calendar Year:
  • 10 hours of PTO per month (prorated for reduced full-time and part-time)
  • Paid Birthday Holiday
  • 2 Paid Wellness Days
  • Up to 24 hours of Paid Volunteer Time annually
  • 11 Paid Holidays
• And More!

Requirements

EXPERTISE YOU NEED

Bachelor's degree in business administration, finance, retail strategy or related field. Ten years of leadership experience in banking, retail or member experience and successfully leading and guiding a key organizational relevant business unit at a senior level. Innovative and experience in building scalable growth across a broad regional footprint. Ability to execute high-impact sales, service transformation and member experience strategies. Strong financial acumen, revenue optimization and cost reduction. Related work experience may substitute for education.  

Capabilities

• Critical-thinking, strategic mindset and decision-making skills.
• Innovative and objective approach to addressing opportunities and resolving challenges.  
• Display agility and ability to assess and adjust or fine-tune the plan as needed to support overall objectives. 
• Strong interpersonal and communication skills; ability to lead, inspire and work effectively with co-workers, members, and vendors.
• Strong leadership and management skills.
• Ability to utilize and leverage data and technology to anticipate opportunities and support goals.
• Ability to comprehend, interpret and write reports, business correspondence, and procedure manuals.  
• Demonstrated problem-solver and solution provider; ability to define problems, collect data, establish facts, and draw valid conclusions. 
• Effective project management and resource planning skills.

ABLE TO

To perform the essential functions of this position an employee must be able to meet the following workplace demands: the ability to converse with others, detect sound, identify and detect objects, count, read, write, operate a computer, handle and feel objects, reach with hands/arms and be stationary and/or stand and/or move for long periods of time. Occasionally an employee will lift/pull/push and carry up to 25 to 50 pounds, stoop, kneel, crouch, crawl, climb, and be able to maintain balance doing these activities. The position requires sound reasoning, good judgment, and the ability to apply knowledge toward work activities. The noise level is moderate and typical of a normal office environment. In accordance with the Americans with Disabilities Act, Horizon Credit Union will provide reasonable accommodation/s to qualified individuals with disabilities to perform essential functions, unless such accommodations would cause the employer an undue hardship. To request an accommodation, please contact Human Resources.

ABOUT THIS JOB DESCRIPTION

The statements in this job description are intended to describe the essential functions and minimum qualifications for this position and are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Job descriptions are not intended nor do they create an employment contract and are subject to change at any time to accommodate business necessity. The Credit Union maintains its status as an at-will employer where applicable. In support of Horizon CU’s goals, employees may perform other duties as assigned and all employees are expected to:

• Exemplify our CORE Values
• Promote teamwork and collaboration 
• Provide our team members/members/stakeholders with the highest quality service and output