What are the responsibilities and job description for the Vice President of Member Experience position at Members Cooperative Credit Union?
Brief Summary
We are seeking a strategic and visionary Vice President of Member Experience to lead and elevate the delivery of exceptional service across all member touchpoints. Reporting directly to the Senior Vice President/Chief Operating Officer, this senior leader will oversee all member-facing retail operations, including branch and virtual delivery channels, while shaping a consistent, member-centric experience across the organization. The Vice President of Member Experience will build and inspire high-performing teams, drive operational excellence, foster innovation, and strengthen member relationships through a culture of service, accountability, and continuous process improvement. This is an exceptional opportunity for a dynamic leader who is passionate about developing people, enhancing the member experience, and helping shape the future of a credit union.
Key Responsibilities
- Build, lead, and develop a high-performing retail leadership team across branch and virtual environments.
- Provides strategic leadership for the branch and virtual delivery channels, ensuring alignment with the credit union’s mission, vision, and growth objectives.
- Monitor key performance indicators, financial results, and market trends; take proactive actions to achieve targeted outcomes.
- Represent the credit union within the community, industry groups, and professional organizations.
- Champion a culture of exceptional member service and consistent delivery of solutions across all retail channels.
- Establish and monitor service standards and experience metrics to ensure a best-in-class member experience.
- Establish and maintain policies, procedures, and internal controls that support sound operational practices.
- Collaborate with branch and functional leaders to develop budgets, manage expenses, and optimize resource allocation.
- Foster an engaged, performance-driven culture that recognizes and rewards results and accountability.
- Identify and implement training and development strategies to support individual and organizational growth.
- Occasional travel for branch visits, credit union activities, and conferences.
Qualifications
- Bachelor’s degree in business or related field or equivalent.
- 10 or more years of related work experience showing progression in responsibilities, or a combination of education and experience providing equivalent knowledge.
- 7 or more years of successfully leading people in the financial industry.
- Must live within a reasonable travel distance (by car) to our network of branches in the state of Minnesota.
- Strong strategic planning and project management skills with the ability to align the member experience with organizational goals.
- Excellent, professional, verbal and written communication skills, with the ability to effectively convey information clearly and concisely to stakeholders at all levels of the organization.
- Proven success in developing and maintaining positive relationships with prospective or existing members, Board members and staff.
- Ability to coordinate multiple projects and conflicting priorities to provide outstanding member experience.
- Advanced knowledge in financial principles and budget management.
- Intermediate to advanced user level experience with Microsoft Office suite including Word, PowerPoint, and Outlook.
Schedule
- Typical schedule is, Monday – Friday 8 a.m. – 5 p.m., flexible and may vary based on business needs.
Wage & Hour Details
- Full-time
- Exempt
- Starting pay range: $146,000-$200,000 annually, prorated based on start date. Eligible for annual discretionary bonus. Pay commensurate with experience
Benefits
- Medical, dental and vision plan options
- Health Saving Account and Flexible Spending Account options
- 401(k) with competitive company match
- Paid time off, paid holidays, personal time and paid volunteer time
- Development time and tuition reimbursement
- Company provided life insurance, short-term and long-term disability insurance
- Voluntary benefits including life, critical illness, accident and hospital indemnity coverage
- Paid parental leave
- Discretionary, annual profit-sharing bonus
Equal Opportunity Employer/Veterans/Disabled
Members Cooperative Credit Union is an Equal Employment Opportunity employer. We are committed to an inclusive organizational environment that encourages the full participation of all members of our diverse workforce and enables everyone to maximize their talents, skills, and abilities to serve our members. Members recruits, hires, employs, trains, promotes, and compensates individuals based on job-related qualifications and skills. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
For questions or, if you need assistance completing the application process, please contact 1-800-296-8871 and ask for Human Resources.
Salary : $146,000 - $200,000