Credit Union Chief Experience Officer

at  USC

SUMMARY:

USC Credit Union is actively searching for a Chief Experience Officer (CXO) to serve as the driving force behind enhancing our member experience. This pivotal role will be dedicated to understanding and addressing our members’ needs and desires while consistently showcasing the organization’s value to each member. Our ideal CXO will be an impassioned leader, known for their ability to collaborate effectively with other members of the Senior Management Team. In this capacity, they will strategically plan, coordinate, lead, and oversee USC Credit Union’s brand and end-to-end member experience across all service channels. Simultaneously, they will foster a positive and collaborative internal team environment.
The prospective CXO we seek brings an extensive wealth of experience and a high level of expertise. They will leverage their established toolkit of skills and knowledge, coupled with their profound understanding of USC Credit Union’s unique resources, to craft tailored programs, innovative solutions, and seamless business operations. All these efforts will be channeled towards the goal of delivering an exceptional member experience.

JOB ACCOUNTABILITIES:

• Directs and oversees the Member Experience Division: This encompasses responsibility for the effective management of brick-and-mortar branches, the Call Center, and Digital Experience teams. This leadership extends to uninsured wealth counseling, accumulation, and management services, as well as the management of EFT payments, settlements, and fraud mitigation.
• Manages Product Development and Product Portfolio: Overseeing the development and management of all deposit and transaction accounts, as well as internal and external systems, vendors, and processes that interface with our members.
• Champions Member-Focused Interactions: Ensures that each member interaction consistently reflects the organization’s vision, mission, and values, with a primary focus on enhancing member satisfaction and expanding the member base.
• Establishes Key Performance Metrics: Develops key performance metrics for assessing member engagement, with a strong emphasis on meeting member expectations, improving user experience, and fostering long-term member loyalty.
• Drives Strategic Business Initiatives: Involved in the development and delivery of strategic business initiatives for the Credit Union. Responsible for developing long-range goals and objectives for the Member Experience Division and managing daily operations, with a focus on achieving seamless integration between front and back-end operations and branch activities to align with member experience objectives.
• Leads Member Retention Efforts: Assumes responsibility for member retention initiatives, establishes deposit program strategies and policies, educates the organization about the member life cycle, and enhances understanding of member motivations. Ensures the organization’s full compliance with all relevant regulations.

Please refer the Job description for details