Chief Experience Officer at Rogue Credit Union

Medford, Oregon, United States -

Full Time

Start Date

Immediate

Expiry Date

27 Feb, 26

Salary

0.0

Posted On

29 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Experience Design, Omni-Channel Integration, Strategic Thinking, Analytical Skills, Operational Skills, Communication Skills, Transformational Change, Data-Driven Insights, Emotional Intelligence, Collaboration, Team Development, Conflict Resolution, Member Engagement, Brand Management, Community Engagement

Industry

Financial Services

Description

Department: Executive Services Department Reports To: EVP/Chief Operations Officer Classification: Exempt About Rogue Credit Union: Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley located in beautiful southern Oregon. Providing services to our members in select Oregon and Idaho counties. We strive to make an impact in the communities we serve by living, giving, and supporting local. Our mission is to provide exceptional member experiences that build mutually beneficial relationships to create the most loyal members in the nation. Here at Rogue, we believe in having a culture of happy team members who feel supported, have the chance to grow their careers, and LOVE where they work! Role: In partnership with the Executive Team, the Chief Experience Officer (CXO) creates a passion for Rogue Credit Union’s vision, mission, and guiding values, and leads assigned divisions in the disciplined execution of organizational strategy and objectives. The CXO serves as a strategic leader ensuring consistency and emotional connection through every member experience and channel throughout the member's lifecycle. Embodies Rogue’s purpose of partnering with individuals and communities on their journey to financial well-being. This role is accountable for designing and executing a unified member experience strategy that drives loyalty, engagement, and growth, while upholding Rogue’s Loyalty Filter principles: Create and keep promoters, drive good profits, and expect and reward participation. The CXO inspires organizational alignment, champions people-first leadership, and ensures that every experience reflects Rogue’s Service Promises, builds trust, and strengthens the bond between members, team members, and community. Essential Functions & Responsibilities: 25% In partnership with the Leadership Team, collaborates to design, implement, and direct the successful operation of the Credit Union in the pursuit of our agreed upon vision, mission, purpose, values, and loyalty culture. Define and drive the member experience strategy, integrating delivery channels, digital platforms, and brand engagement to achieve organization vision. Partners with the EVP/COO and Leadership Team to ensure the experience strategy supports Rogue’s purpose, strategic objectives, financial soundness, and growth goals. Serve as the internal advocate for the member and the brand, ensuring every major initiative aligns with Rogue’s purpose and loyalty culture. 20% Branch, Remote, and Contact Center Delivery - Provide executive oversight for the branch network, contact center, and remote delivery functions. Ensure a consistent, exceptional experience across all physical and human channels that reflect Rogue’s Service Promises. Leverage data and analytics to understand member needs and continuously refine member engagement strategies that advance financial well-being and generate good profits for the credit union. Leverage the voice of the member feedback through survey programs and other channels to understand what is working well and quickly fix opportunities to improve the member experience and championing new initiatives that will serve members future needs. 20% Digital Experience - Ensure digital member interactions result in increased member engagement and effortless interactions that increase trust and leave members feeling valued. Oversee strategic development of digital capabilities that are intuitive, fast, secure, and personalized. Ensure that digital solutions drive operational efficiency while maintaining the human connection that differentiates Rogue. Champion omnichannel technology integration and partner with IT to leverage data/analytics and AI to personalize experiences and drive efficiency. 20% Marketing, Brand, and Facilities Leadership - Provide strategic direction for Marketing and Facilities ensuring brand identity and physical environments reinforce Rogue’s values and purpose. Advance marketing and community engagement strategies that build brand strength, promote financial well-being, and demonstrate measurable growth in member participation. Ensure facilities design and maintenance reflect Rogue’s brand-welcoming, community-oriented, and representative of Rogue’s excellence and integrity. 10% Culture, Team Leadership, and Organizational Alignment - Lead, coach, and develop senior leaders within the Experience Division, fostering collaboration, accountability to results, and empowerment. Partner cross-functionally with other executive and senior leaders to ensure alignment between experience, operations, technology, and culture initiatives. 5% Ensures the ethical and legal operation of the Credit Union through the understanding of, and vigilant adherence to, all applicable policies, rules, regulations, and laws. Actively represents Rogue in the community and the credit union movement through leadership participation in professional, civic, or charitable organizations. Performs other duties as assigned or required. Knowledge and Skills: Experience: Ten or more years of progressive leadership experience in financial services or member-centric industries, including senior-level responsibility for multiple functional areas. Education: Bachelor's degree required. Master’s degree and/or graduation from Western CUNA Management School preferred. Interpersonal Skills: Work frequently involves exercising advanced conflict resolution, giving material presentations, and resolving issues impacting multiple departments or divisions. Role also requires the ability to motivate or influence others as a material part of the role, with a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the role and a high level of interpersonal skills is critical to the success of this position. Other Skills: Deep understanding of experience design and omni-channel integration. Strategic thinker with strong analytical, operational, and communication abilities. Expertise in leading transformational change, building loyalty cultures, and leveraging data-driven insights. Must be bondable for the duties of a senior management position. Demonstrate exceptional emotional intelligence, influence, and collaboration. Must be able to inspire, lead, and align diverse teams toward shared goals. Frequent contact with executive leadership, business partners, and community stakeholders demands diplomacy and professional presence. Physical Requirements: Some adjusting or moving objects up to 30 pounds in all directions. Must be able to remain in a stationary position, often standing or sitting for prolonged periods. Repeating motions that may include the wrists, hands and/or fingers while using computer. Communicating with others to exchange information. Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication, and make fine discernments in sound. Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading. Work Environment: This job is an exempt position that requires flexibility in scheduling tasks and projects. The employee must independently monitor hours and judge the time needed to be spent on applicable duties. Employee must be capable of adjusting to unpredictable schedules proactively. As a direct representative of the credit union, the employee must conduct and present themselves courteously and professionally. Exposed to potentially hazardous conditions, i.e., robbery. Travel to all credit union regions may be required. Disclaimer: Job descriptions are not intended, and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs. Note: Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer. Additionally, travel to all credit union regions may be required. Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7295. This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Responsibilities

The Chief Experience Officer (CXO) is responsible for creating a unified member experience strategy that drives loyalty and engagement. This role ensures that every member interaction reflects the organization's values and strengthens relationships with members and the community.