What are the responsibilities and job description for the Vice President Member Experience position at Securityplus Federal Credit Union?
Description
About Securityplus Federal Credit Union:
Since 1938, Securityplus Federal Credit Union has proudly served our members and communities as a not-for-profit financial institution. Our mission is to empower people with financial security, providing the tools, resources, and guidance they need to reach their goals with confidence.
Guided by our CARES values of Collaboration, Agility, Respect, Excellence, and Spirit, we create meaningful connections and deliver exceptional service in everything we do. We believe in doing what is right for our members, supporting one another as a team, and making a positive impact that extends far beyond our branches.
Our vision is to be our members’ first choice by providing experiences that inspire trust, confidence, and long-term relationships. When you join Securityplus, you become part of a purpose-driven team that believes in service, growth, and the power of community.
About This Role
As the Vice President Member Experience, you will lead the strategy and execution of branch operations, service excellence, and member engagement across Securityplus Federal Credit Union. You will play a key role in transforming the member experience into a competitive advantage by strengthening service delivery, coaching branch leadership, and aligning operational performance with enterprise strategy.
Working closely with the Executive Vice President, Chief Strategy and Experience Officer, and the Member Experience leadership team, you will help guide the performance, culture, and development of our branch network while ensuring that every interaction reflects our commitment to making every moment matter for our members.
Success in this role is demonstrated through strong branch performance, highly engaged teams, exceptional member satisfaction, and consistent delivery of our mission and values.
Requirements
In this full-time exempt role, you’ll be responsible for:
Lead Market and Branch Performance
You will lead the overall performance of the branch network within your market, driving membership growth, service excellence, and operational effectiveness. You will ensure branch teams consistently deliver a high-quality member experience while achieving sales, service, and productivity goals.
Developing and Coach Branch Leadership
You will provide strategic leadership and coaching to Member Experience Managers, building strong leadership capabilities, accountability, and a culture of continuous improvement across the branch network.
Driving Growth and Relationship Development
You will champion initiatives that expand membership, deepen relationships, and increase market presence. Through proactive engagement with members, businesses, and community partners, you will identify opportunities that strengthen the credit union’s impact and growth.
Executing Enterprise Strategy
You will partner with executive leadership to implement strategic initiatives that enhance operational performance, strengthen service delivery, and position Securityplus Federal Credit Union for long-term success.
Ensure Operational Excellence and Risk Management
You will maintain strong operational controls by ensuring compliance with policies, procedures, and regulatory requirements while safeguarding the credit union and its members.
Serve as a Community and Brand Ambassador
You will represent Securityplus within the community by building meaningful partnerships and supporting initiatives that reflect our mission and CARES values.
Model and Champion Our CARES Values
You will consistently demonstrate Securityplus Federal Credit Union’s CARES values—Collaboration, Agility, Respect, Excellence, and Spirit—while fostering a culture that encourages teamwork, accountability, and continuous improvement.
What You’ll Bring To The Table
Why You’ll Love Working at Securityplus:
You’ll be part of a credit union that empowers people with financial security.
Competitive Salary & Benefits Package
We offer a competitive salary and comprehensive retirement benefits, including a 401(k) with company contributions, health, dental, and vision coverage, along with the opportunity to earn an annual performance bonus.
Opportunities For Career Growth
We value internal development and offer opportunities for career progression into new roles and other departments.
Work-Life Balance
We believe in work/life balance. No burnout allowed here!
Culture Of Fun And Collaboration
No egos, no endless meetings—just a team of passionate people who genuinely love working together.
Equal Employment Opportunity
Securityplus Federal Credit Union provides equal employment opportunities to all applicants and employees and strictly prohibits any type of harassment or discrimination in regard to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and/or local laws.
Reasonable Accommodations Statement
Consistent with the Americans with Disabilities Act (ADA), it is the policy of Securityplus Federal Credit Union to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Securityplus Federal Credit Union's Human Resources Department at 410.281.6200.
Physical Demands and Work Environment
This position involves typical office work such as the use of the PC, reviewing manuals and related office papers, the use of the telephone, fax, and photocopy machines. While performing the duties of this job, the employee is required to sit, occasionally stand, walk, reach, talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
At-Will Statement
Your employment with Securityplus Federal Credit Union is on an at-will basis, meaning either you or the Company can terminate the employment relationship at any time, for any or no reason, and with or without cause or notice. As an at-will employee, your employment with Securityplus Federal Credit Union is not guaranteed for any length of time.
About Securityplus Federal Credit Union:
Since 1938, Securityplus Federal Credit Union has proudly served our members and communities as a not-for-profit financial institution. Our mission is to empower people with financial security, providing the tools, resources, and guidance they need to reach their goals with confidence.
Guided by our CARES values of Collaboration, Agility, Respect, Excellence, and Spirit, we create meaningful connections and deliver exceptional service in everything we do. We believe in doing what is right for our members, supporting one another as a team, and making a positive impact that extends far beyond our branches.
Our vision is to be our members’ first choice by providing experiences that inspire trust, confidence, and long-term relationships. When you join Securityplus, you become part of a purpose-driven team that believes in service, growth, and the power of community.
About This Role
As the Vice President Member Experience, you will lead the strategy and execution of branch operations, service excellence, and member engagement across Securityplus Federal Credit Union. You will play a key role in transforming the member experience into a competitive advantage by strengthening service delivery, coaching branch leadership, and aligning operational performance with enterprise strategy.
Working closely with the Executive Vice President, Chief Strategy and Experience Officer, and the Member Experience leadership team, you will help guide the performance, culture, and development of our branch network while ensuring that every interaction reflects our commitment to making every moment matter for our members.
Success in this role is demonstrated through strong branch performance, highly engaged teams, exceptional member satisfaction, and consistent delivery of our mission and values.
Requirements
In this full-time exempt role, you’ll be responsible for:
Lead Market and Branch Performance
You will lead the overall performance of the branch network within your market, driving membership growth, service excellence, and operational effectiveness. You will ensure branch teams consistently deliver a high-quality member experience while achieving sales, service, and productivity goals.
Developing and Coach Branch Leadership
You will provide strategic leadership and coaching to Member Experience Managers, building strong leadership capabilities, accountability, and a culture of continuous improvement across the branch network.
Driving Growth and Relationship Development
You will champion initiatives that expand membership, deepen relationships, and increase market presence. Through proactive engagement with members, businesses, and community partners, you will identify opportunities that strengthen the credit union’s impact and growth.
Executing Enterprise Strategy
You will partner with executive leadership to implement strategic initiatives that enhance operational performance, strengthen service delivery, and position Securityplus Federal Credit Union for long-term success.
Ensure Operational Excellence and Risk Management
You will maintain strong operational controls by ensuring compliance with policies, procedures, and regulatory requirements while safeguarding the credit union and its members.
Serve as a Community and Brand Ambassador
You will represent Securityplus within the community by building meaningful partnerships and supporting initiatives that reflect our mission and CARES values.
Model and Champion Our CARES Values
You will consistently demonstrate Securityplus Federal Credit Union’s CARES values—Collaboration, Agility, Respect, Excellence, and Spirit—while fostering a culture that encourages teamwork, accountability, and continuous improvement.
What You’ll Bring To The Table
- Bachelor's degree or equivalent work experience is required
- Ten (10) years’ experience managing service, sales, and operations in a financial institution, required
- Seven (7) years’ experience in a leadership role in a high-volume sales environment, preferred
- Experience in a credit union or banking environment, preferred Certified Financial Counselor (CCUFC) designation, preferred
- MBA or relevant master’s degree
Why You’ll Love Working at Securityplus:
You’ll be part of a credit union that empowers people with financial security.
Competitive Salary & Benefits Package
We offer a competitive salary and comprehensive retirement benefits, including a 401(k) with company contributions, health, dental, and vision coverage, along with the opportunity to earn an annual performance bonus.
Opportunities For Career Growth
We value internal development and offer opportunities for career progression into new roles and other departments.
Work-Life Balance
We believe in work/life balance. No burnout allowed here!
Culture Of Fun And Collaboration
No egos, no endless meetings—just a team of passionate people who genuinely love working together.
Equal Employment Opportunity
Securityplus Federal Credit Union provides equal employment opportunities to all applicants and employees and strictly prohibits any type of harassment or discrimination in regard to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and/or local laws.
Reasonable Accommodations Statement
Consistent with the Americans with Disabilities Act (ADA), it is the policy of Securityplus Federal Credit Union to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Securityplus Federal Credit Union's Human Resources Department at 410.281.6200.
Physical Demands and Work Environment
This position involves typical office work such as the use of the PC, reviewing manuals and related office papers, the use of the telephone, fax, and photocopy machines. While performing the duties of this job, the employee is required to sit, occasionally stand, walk, reach, talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
At-Will Statement
Your employment with Securityplus Federal Credit Union is on an at-will basis, meaning either you or the Company can terminate the employment relationship at any time, for any or no reason, and with or without cause or notice. As an at-will employee, your employment with Securityplus Federal Credit Union is not guaranteed for any length of time.