What are the responsibilities and job description for the Vice President of Member Experience position at Ripco Credit Union?
Lead the future of member experience at Ripco Credit Union. As our VP of Member Experience, you’ll drive strategy, innovation, and service excellence while making a meaningful impact in the communities we’ve served since 1932.
We at Ripco Credit Union are committed to building strong relationships, supporting local initiatives, and helping our members achieve financial success. Our team is dedicated to delivering exceptional service while making a meaningful impact where we live and work.
Position Summary
The Vice President of Member Experience is a strategic executive leader responsible for enhancing the overall experience of both members and employees. This role oversees all member-facing operations and ensures efficient, consistent, and high-quality service delivery across the organization.
The VP of Member Experience drives growth, operational excellence, and service innovation by aligning people, processes, and technology.
Essential Duties and Responsibilities
- Lead and oversee all member-facing operations, including branches and service channels
- Develop and execute strategies to improve member experience, engagement, and satisfaction
- Drive operational efficiency through process improvement and workflow optimization
- Partner with executive leadership to achieve organizational goals and strategic initiatives
- Analyze performance data to identify trends, risks, and growth opportunities
- Build and lead high-performing teams through coaching, development, and accountability
- Champion a culture focused on service excellence, innovation, and continuous improvement
- Ensure consistency in service delivery aligned with organizational values
- Support implementation of new technologies and systems to enhance operations
Knowledge, Skills, and Abilities
- Strong strategic thinking and execution skills
- Excellent leadership and team development abilities
- Strong analytical and problem-solving skills
- Knowledge of operations management and process improvement
- Ability to lead change and drive organizational alignment
- Excellent verbal and written communication skills
- Strong interpersonal and relationship-building skills
- Highly organized with strong attention to detail
- Ability to manage multiple priorities and meet deadlines
- Proficient in Microsoft Office
Why Join Ripco Credit Union?
- Established, community-focused organization since 1932
- Opportunity to lead strategic initiatives and make a lasting impact
- Collaborative leadership environment
- Strong commitment to employees and community involvement
- Competitive wages
- Health, dental, vision, life, and accident insurance
- Short-term and long-term disability insurance
- 401K / 401K Matching
- Paid time off (PTO) and paid holidays
- Fitness facility membership subsidy
- Job-related education opportunities
Equal Opportunity Statement
Ripco Credit Union is an Equal Opportunity Employer and values diversity in our workforce.
Requirements:Qualifications
- Bachelor’s degree required; MBA preferred
- 7–10 years of progressive leadership experience in financial services, operations, or member experience
- Experience leading multi-location teams and/or multiple service channels
- Proven success in improving operational efficiency and member experience