Chief Member Experience Officer
Company: Northwest Federal Credit Union
Location: Herndon
Posted on: October 24, 2024
Job Description:
OverviewFor more than 75 years, Northwest Federal Credit Union
(NWFCU) has been dedicated to serving its communities and providing
exceptional service to its members throughout Northern Virginia and
Maryland with branches in Arlington, Ashburn, Chantilly,
Gainesville, Herndon, Manassas, McLean, Middleburg, Vienna, and
Rockville, MD. NWFCU is seeking a passionate and visionary Chief
Member Experience Officer (CMXO) to lead its efforts in delivering
unparalleled member-centric excellence.As a vital member of the
executive team, the CMXO will spearhead strategic initiatives to
enhance the overall member experience throughout various retail
channels. By cultivating service excellence within the branch
network, call center, and retail operations teams, the CMXO will
develop and execute strategies resulting in member growth and
retention. Collaborating with other executives across the
organization, the CMXO serves as a key contributor to developing
the overall strategic direction for the credit
union.Responsibilities
- Serve as a key member of the executive leadership team,
assisting in the development and promotion of the strategic
direction for the credit union.
- Develop and implement viable short and long-term business plans
supporting the strategic direction.
- Design and implement plans, programs, systems, policies and
procedures to promote the credit union's mission and vision,
ensuring a unified and excellent member experience at all
touchpoints.
- Collaborate with other executives and business lines to ensure
enterprise-wide strategies and business plans are aligned and
properly supporting an enhanced member experience.
- Promote organizational efficiencies to improve the quality and
quantity of member service; leverage technology and systems to
enhance productivity and results.
- Develop and execute digital transformation efforts within the
various member channels, ensuring the most effective and efficient
product and service delivery.
- Oversee the allocation and management of resources to achieve
organizational goals while nurturing internal and external
partnerships to ensure alignment with the credit union's brand and
values.
- Lead and manage performance of the teams within the MX
division; provide ongoing coaching, mentoring, and development for
all direct and indirect reports.
- Ensure communication and leadership efforts support the
mission, vision, and overall strategies for the credit union.
- Integrate net promoter scoring and other key performance
indicators (KPIs) to measure and report member behavior, feedback,
and needs as well as performance indicators to assist in
data-driven decision-making.
- Remain informed of the credit union's market position and
industry trends; formulate strategies and plans to continually
promote member growth and profitability.
- Serve as a community ambassador for the credit union,
supporting outreach efforts in alignment with the credit union's
mission and strategic direction.
- Ensure compliance with all federal and state rules and
regulations and credit union policies and procedures.
- Remain cognizant of and adhere to NWFCU policies and procedures
as well as regulations pertaining to the Bank Secrecy Act
(BSA).Qualifications
- Bachelor's degree or equivalent experience; advanced education,
such as an MBA preferred.
- Ten years of similar or related experience; C-suite experience
strongly preferred.
- Proven experience in building and sustaining relationships and
leading functional areas.
- Extensive experience in retail banking and call center
management required.
- Strong analytical skills to observe and analyze data for
innovative solutions.
- Demonstrated decision-making ability within the discipline and
authority for the role.
- Excellent communication, leadership, collaboration, and
coaching skills.
- Ongoing learning through relevant certification, workshops, and
conferences.EEO NoticeNorthwest Federal Credit Union is an Equal
Opportunity Employer and will consider all qualified applicants
without regard to race, color, age, religion, sex, sexual
orientation, gender identity, genetic information, national origin,
disability, protected veteran status, or any other classification
protected by law.NWFCU complies with federal and state disability
laws and makes reasonable accommodations for applicants and
employees with disabilities. If reasonable accommodation is needed
to participate in the job application or interview process, to
perform essential job functions, and/or to receive other benefits
and privileges of employment, please contact the Human Resources
Department at 703-709-8900 or HRDepartment@nwfcu.org.
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Keywords: Northwest Federal Credit Union, Annandale , Chief Member Experience Officer, Executive , Herndon, Virginia
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