Chief Member Experience Officer

Overview:

For more than 75 years, Northwest Federal Credit Union (NWFCU) has been dedicated to serving its communities and providing exceptional service to its member 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.

Responsibilities:

As a key member of the executive team, the CMXO will spearhead strategic initiatives to cultivate a culture of service excellence across all facets of the credit union. The CMSO will be responsible for developing and implementing a unified member experience strategy. This strategy will encompass all member touchpoints, including our 15 branches, call center, and various community and digital platforms. The CMXO will focus on enhancing member acquisition and experience across digital and physical channels. Additionally, the CMXO will lead efforts to leverage technology to create a seamless member experience, aiming to attract organic membership growth. This dynamic leadership role requires close collaboration with senior membership to ensure alignment between business goals and member experience objectives.

By fostering productive partnerships and staying abreast of industry trends, the CMXO reinforces the credit union’s commitment to its members and the broader community. Moreover, the CMXO will 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. As a community ambassador, the CMXO will support outreach efforts that align with the credit union’s cultural values.

Qualifications:

Bachelor’s degree or equivalent experience, advanced education, such as an MBA preferred

Ten years of similar or related experience

Proven experience in building and sustaining relationships and leading functional areas

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, and coaching skills

Ongoing learning through relevant certification, workshops, and conferences

EEO Notice:

Northwest 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 (phone number removed) or (url removed).

Permanent