Director of Member Experience

POSITION SUMMARY:

The Director of Member Experience leads Cascade Federal Credit Unions branch and member service teams to ensure a remarkable member service via in-person, phone, and digital service channels. This role is responsible for driving performance, engagement, sales, and operational excellence while fostering a culture that aligns with the credit unions mission and values.

The successful candidate will be a dynamic and strategic leader with extensive experience in branch operations, compliance, and member engagement. This position collaborates closely with senior leadership and cross-departmental teams to deliver a unified, high-quality experience for every member.

ESSENTIAL FUNCTIONS:

• Lead and mentor branch and department managers, fostering a culture of accountability, excellence, and member focus.

• Develop and track performance metrics for member growth, loan and deposit production, and digital adoption.
• Coordinate sales and service strategies to strengthen member engagement and operational consistency.

• Conduct regular branch visits.
• Develop and analyze performance metrics and create action plans for improvement.

• Champion policies and compliance to ensure safe, effective, and consistent branch operations.
• Collaborate across departments on strategic initiatives that enhance the member experience.
• Manage branch budgets and staffing to ensure efficient, cost-effective operations.
• Support community engagement and represent Cascade FCU in local initiatives.
• Resolve escalated member issues and provide guidance to branch teams on complex service matters.
• Effectively facilitate team and departmental meetings.
• Collaborate with Human Resources on ongoing employee performance matters.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelors degree or equivalent experience required.
• 8 years of progressive experience in the financial services industry.
• 5 years of leadership experience managing teams or multi-branch operations.
• Advanced understanding of branch operations, compliance, and risk management.
• Proven ability to develop people, foster teamwork, and drive sales performance.
• Displays excellent communication and relationship-building skills to all internal and external stakeholders.
• Analytical mindset with experience using data to generate performance metrics to guide decisions.
• Demonstrated ability to prioritize, coordinate, and support special projects to improve member experience, streamline operations, reduce expenses, and increase deposit and loan production.
• Ability to travel regularly within Cascade FCUs geographic footprint.
• In-depth knowledge of consumer and business banking deposit and loan products and services.
• Comfortable working in a dynamic organizational environment.

TRAVEL:

Some travel may be expected for this position.

EQUAL EMPLOYMENT OPPORTUNITY AND ACCOMMODATION:

It is the companys policy to select, place work-related promote the most qualified individuals based upon relevant factors such as work quality, attitude, and experience, so as to provide Equal Employment Opportunity for all employees in compliance with applicable local, state and federal laws and without regard to non-work related factors such as race, color, religion/creed, sex, national origin, age, disability, marital status, veteran status, pregnancy, sexual orientation, gender identity, or other protected status. When applicable, the companys policy of non-discrimination applies to all terms and conditions of employment, including but not limited to, recruiting, hiring, training, transfer, promotion, placement, layoff, compensation, termination, reduction in force, and benefits. It is the companys philosophy and practice to provide reasonable accommodation, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.