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Title

Vice President of Member Experience  

Category Management  
Description

At Blue, we discover pathways to realize your possibilities. The Vice President of Member Experience will be responsible for 1) advocating of behalf of our members, by designing a faster, better, easier member experience; 2) creating efficiencies within the Credit Union by harnessing technology and simplifying processes through automation and driving partner excellence; and 3) increasing scale for the credit union by growing memberships and deepening member relationships throughout the digital and retail branches.

This position will also focus on:

  • Develop and implement a member experience strategy that 1) transforms all member touchpoints through innovation and systematic change; 2) ensures an exceptional, seamless member experience across all channels delivering personalized experiences when possible; 3) optimizes existing systems and leverages new technologies when appropriate to enhance the member experience; and 4) improves overall organizational performance, including the achievement of growth goals.
  • Identify KPl's to measure the strategy's effectiveness and adjust the strategy accordingly.
  • Align the direction and focus for the Credit Unions digital branch, branch network and call center with the member experience strategy.
  • Continually evaluate and innovate products and services to meet members' evolving needs.
  • Form partnerships with 3rd party providers to deliver products, services and/or experiences across all channels that align with the strategy.
  • Collaborate with others across the organization to foster a member-centric culture throughout the Credit Union.
  • Evaluate the current channel usage mix and develop channel migration tactics to align channel usage with the member experience strategy.
  • As a member of Senior Leadership Team, actively participate in the Credit Union's budget and planning process, helping set the future direction of the department and organization.
  • Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Full Time Position

Compensation Range: $85,594 - $142,657

For more information about the Blue culture, please check out these links for a glimpse at the culture we strive to exceed for our employees and members!:Culture BluePrint and Working at Blue!

 

EXPERIENCE: Eight years to 1O years of similar or related experience, including preparatory experience with a minimum of 5 years as a leader in a financial institution or fintech. Proven track record of transforming the member experience across all touchpoints utilizing best practices and innovative solutions. Strong background in change management, strategy execution, and driving transformation. Extensive experience developing strategic partnerships with third-party providers in order to deliver an exceptional member experience.

Management and leaderships skills with the ability to work with internal stakeholders throughout the organization and oversee multiple projects at a time to ensure member experience is always top of mind.

EDUCATION/CERTIFICATIONS/LICENSES: A college degree, master's degree preferred.

INTERPERSONAL SKILLS: Work frequently involves contacts requiring considerable discussion of problems, material presentations, and resolving issues impacting multiple departments or divisions. The ability to motivate or influence others is a material part of the job, requiring a significant level of professional diplomacy, trust and relationship. Obtaining cooperation and agreement (internally and/or externally) is an important part of the job and a expert level of interpersonal and written communication skills are critical to the success of this position.

OTHER SKILLS: In depth knowledge of member/customer journeys and experiences in financial services. Proven knowledge of best practices in leading a financial services retail organization, managing and leveraging digital assets, and using data analytics to drive decision making. Knowledge and experience of a budget and planning process at a top management level. Resource management, problem solving, and project planning skills required. Strong critical thinking and analytical skills.

 
Position Requirements

EXPERIENCE: Eight years to 1O years of similar or related experience, including preparatory experience with a minimum of 5 years as a leader in a financial institution or fintech. Proven track record of transforming the member experience across all touchpoints utilizing best practices and innovative solutions. Strong background in change management, strategy execution, and driving transformation. Extensive experience developing strategic partnerships with third-party providers in order to deliver an exceptional member experience.

Management and leaderships skills with the ability to work with internal stakeholders throughout the organization and oversee multiple projects at a time to ensure member experience is always top of mind.

EDUCATION/CERTIFICATIONS/LICENSES: A college degree, master's degree preferred.

INTERPERSONAL SKILLS: Work frequently involves contacts requiring considerable discussion of problems, material presentations, and resolving issues impacting multiple departments or divisions. The ability to motivate or influence others is a material part of the job, requiring a significant level of professional diplomacy, trust and relationship. Obtaining cooperation and agreement (internally and/or externally) is an important part of the job and a expert level of interpersonal and written communication skills are critical to the success of this position.

OTHER SKILLS: In depth knowledge of member/customer journeys and experiences in financial services. Proven knowledge of best practices in leading a financial services retail organization, managing and leveraging digital assets, and using data analytics to drive decision making. Knowledge and experience of a budget and planning process at a top management level. Resource management, problem solving, and project planning skills required. Strong critical thinking and analytical skills.

 
Full-Time/Part-Time Full-Time  
Compensation $85,594 - $142,657  
Bondability Eligibility for employment is dependent on bondability.  
Job Site Location Blue World Headquarters - Cheyenne, Wyoming  
Position Vice President of Member Experience  
Number of Openings 1  
Open Date 11/16/2022  
Location Cheyenne, WY - Blue World Headquarters  
About the Organization Our mission is 'We discover pathways to realize your possibilities.' Our employees uphold this mission by utilizing our values as stepping stones to sustain our amazing culture. Those values are Boundless Optimism, Unwavering Confidence, Uniquely Us, and Over the Top. Thank you for showing an interest in Blue Federal Credit Union!  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://BlueFederalCreditUnion.appone.com



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