What are the responsibilities and job description for the Chief Experience Officer position at Bridge Credit Union?
Company Description Bridge Credit Union is built on the values of people helping people, with a strong focus on serving members and their families. The organization prioritizes understanding member needs, goals, and dreams through active listening and meaningful, one-on-one interactions. Members are treated as individuals rather than numbers, fostering trust and long-term relationships. Bridge maintains a responsible approach to external partnerships and communications, emphasizing member well-being and transparency.
Role Description The Chief Experience Officer is a full-time, on-site role located in Powell, OH, responsible for overseeing branch administration, call center, marketing, operations, and business development. This position is responsible for the delivery of outstanding member experience and growth of the core business. Develops and executes a member services plan and strategy, including increasing membership, creating sales culture, and providing excellent member service to our members. Creates a pro-active and needs-based sales approach, and skilled at ensuring excellent execution. Ensures members are promptly, courteously, and professionally served and their questions and problems effectively resolved prioritizing a member’s viewpoint in any decision-making processes and keeping track of key performance indicators (KPIs). Oversees technical support services and ensures the resolution of member issues in a timely, professional manner. Ensures professional relations exist with external contacts. Consistent branch experience for the members of the Bridge Difference. Directs, trains, supervises, and appraises subordinates. Inspires and motivates team members, partners effectively with colleagues at all levels across the organization and fosters a culture of collaboration.
Qualifications
- Customer Experience and User Experience (UX) skills to design, evaluate, and enhance member journeys across channels.
- Strategic Planning skills to develop and execute long-term experience roadmaps aligned with organizational objectives.
- Public Relations skills to support positive member communications, brand reputation, and community engagement.
- Project Management skills to lead cross-functional initiatives, manage timelines, and deliver experience improvements on budget.
- Proven leadership experience in financial services or a related member-focused industry.
- Strong analytical abilities to interpret data, member feedback, and performance metrics for decision-making.
- Excellent written and verbal communication skills, with the ability to influence at all levels of the organization.
- Bachelor’s degree in Business, Marketing, Communications, or a related field; advanced degree or relevant certifications are a plus.