SVP, Chief Experience Officer

Mid-Hudson Valley Federal Credit Union, located in Kingston, NY, is searching for a member-centric, strategic minded executive to assume the role of Chief Experience Officer.  MHV is currently 1.67 billion in assets and serves more than 95,000 members in seven counties.  This individual will direct the credit union’s Retail and Contact Center Operations, and Cash Management services.  The role requires strong, visible leadership to build a collaborative, creative culture that drives enterprise-wide engagement and performance aligned with MHV’s mission and values.

As a C-Suite Executive, partnering with the executive management team, the CXO will assist in developing the strategic vision for the credit union to drive organizational growth and member experience, connecting member insights to strategic development.

Bachelor’s degree is required, and a graduate degree is preferred. This person must also have 10 to 15 years of increasing responsibility in member engagement and experience leadership. 

Responsibilities include, but are not limited to:

• Actively collaborates with the Board of Directors in creating a shared vision, providing strategy and leadership to ensure long-term sustainable growth and profitability. Responsible for development, monitoring, and executing the organization's strategic business plan, annual operating budget, and corporate scorecard, ensuring alignment with the overall vision and objectives. Partners with the senior management team to develop, evaluate and recommend policies, products, services, and processes that maintain the credit union's competitive edge and financial viability. Upholds consistent policy adherence, compliance with regulations and oversees the effective execution of established procedures. Maintains up-to-date knowledge of industry trends, market developments, and applicable regulations, ensuring informed decision-making and strategic planning. Effectively develops, articulates and presents information to the Board of Directors at planning sessions and board meetings.
  
• Leads and develops direct reports to achieve high performance in alignment with organizational policies and applicable laws. Provides clear direction through effective communication, goal setting, delegation, and ongoing coaching, while addressing employee relations and performance issues with sound judgment. Strengthens operational resilience by ensuring robust cross-training and continuity within areas of responsibility. Recommends and supports talent decisions including hiring, performance evaluations, promotions, compensation, recognition, and development programs in accordance with established HR policies and procedures. Champions the Credit Union’s mission and brand by embedding them into daily leadership and decision-making. Builds and maintains strong relationships with community leaders, organizations, and industry groups to enhance the Credit Union’s presence and reputation. Models collaboration and professionalism in all interactions, supporting enterprise-wide initiatives and fostering a cohesive, high-performing culture.
• Leads the credit union’s retail delivery strategy, ensuring a consistent, high-quality member experience and service excellence across all branch channels. Partners with retail leadership to design, implement, and continuously refine member service and sales strategies, building a scalable set of sales capabilities that drive sustainable growth and profitability. Owns the retail sales plan, aligning performance with strategic objectives and ensuring achievement of budgeted goals. Champions a responsive, member-centric culture by ensuring timely and effective resolution of member inquiries, issues, and complaints. Maintains deep expertise in branch operations and regulatory requirements, ensuring full compliance with applicable state and federal laws and oversees consistent execution across the retail network.
• Lead the successful operation of the Credit Union’s Contact Center, ensuring consistent delivery of high-quality member service and operational excellence. In partnership with the VP of Member Service and Director of Contact Center Operations, drives performance to meet or exceed service level targets, maintain high member satisfaction, and ensure timely, efficient resolution of member inquiries and issues.
• Define and lead the strategy for member cash management solutions, including deposit products, transaction accounts, and digital money movement capabilities. Partner with technology and operations teams to implement and enhance payment systems, core banking integrations, and automation capabilities. Develop and execute strategies to increase primary financial institution (PFI) status by deepening member engagement with everyday banking services. Report performance metrics (e.g., transaction volume, account growth) to executive leadership and the board.
  
  

Performance Measurements include:

• Strategic Plan Execution: Achieves annual scorecard objectives and key strategic initiatives on time and within budget.
• Retail & Contact Center Performance: Consistently meets or exceeds service level targets (e.g., wait times, abandonment rate, first contact resolution) while achieving retail sales goals and deepening member relationships (e.g., products per household/PFI growth).
• Cash Management Growth: Achieves targeted growth in member adoption of cash management products and increased primary financial institution (PFI) penetration.
• Talent & Leadership Effectiveness: Achieves strong employee engagement scores, meets retention targets for key roles, and demonstrates measurable improvement in team performance through coaching, succession planning, and development.
  

Knowledge and Skills:

• Ten years to fifteen years of similar or related experience; general knowledge and appreciation of all aspects of the organization required.
• (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).
• Work involves motivating and influencing other leaders and stakeholders to accomplish key organizational objectives. External contacts are vital, not only for the success of the position, but the success of the organization overall. Work involves making material presentations to the Board of Directors, community leaders, and business leaders.
• Advanced analytical skills; ability to work independently and produce highly accurate results while working on multiple projects within strict time lines; must have advanced verbal, written and presentation skills, as well as advanced computer skills (i.e. Microsoft Office); above average interpersonal skills and communication skills; must be able to demonstrate extensive knowledge of banking concepts with a comprehensive understanding of retail delivery and branch operations; must exhibit ability to think and plan strategically; ability to build cohesive, sustainable, high performance teams.
• Candidates must be able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 50 lbs. Must be capable of climbing / descending stairs in an emergency situation. A normal range of vision and hearing abilities required. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Candidates must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team and being able to read and carry out various written instructions and follow oral instructions. They also must be able to complete basic mathematical calculations, spell accurately, and understand computer basics as well as speak clearly and deliver information in a logical and understandable sequence. Candidates must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Being able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace is crucial to this role, as well as being able to effectively handle multiple, simultaneous, and changing priorities and being capable of exercising highest level of discretion on both internal and external confidential matters.
• Work is generally performed within an office environment, primarily in a climate-controlled environment with minimal safety/health hazard potential. Sedentary, sitting, standing, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use, standard office equipment available.

Benefits include:

• Medical, Dental and Vision - with no waiting period for coverage!
• 401(k) with employer match and non-elective employer contribution
• Paid Vacation, Sick time and Holidays
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Employee Assistance Program
• Tuition Assistance Program
• Professional Development Programs
• Discounted Loan Rates and Fees

Equal Employment Opportunity Commitment

Mid-Hudson Valley Federal Credit Union (MHV) is an Equal Opportunity Employer. It is our policy to recruit and select applicants for employment without regard to age, sex, sexual orientation, religion, race, creed, color, national origin, military or veteran status, marital status, disability, genetic information, predisposition or carrier status, domestic violence victim status, or any other status protected by applicable law. Reasonable accommodation is provided in compliance with state and federal law. Please tell us if you require a reasonable accommodation to complete the screening and hiring process or if some sort of change or adjustment to the application/interviewing process is required.

Salary : $218,701 - $364,502