Job Description

Are you a passionate leader who thrives on delivering exceptional experiences? Do you have a vision to transform the way members interact with financial institutions?

At CACL Federal Credit Union , we’re looking for a Chief Member Experience Officer (CMXO) to lead the charge in shaping our member-first strategy and enhancing every aspect of the member journey.

As CMXO, you’ll:

✔️ Lead and mentor a talented team focused on member experience across all channels

✔️ Drive innovation and improvement in our services, both in-branch and digital

✔️ Analyze data and feedback to continuously elevate member satisfaction and engagement

✔️ Champion a culture of excellence and a commitment to putting members first

What we’re looking for:

• Proven experience leading member/customer experience teams, preferably in financial services
• A strategic mindset and the ability to turn insights into action
• Strong leadership, communication, and problem-solving skills
• Passion for innovation and improving the customer journey

If you’re ready to make a real impact and lead a team that values community, collaboration, and continuous improvement, we want to hear from you!

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Basic Functions:

Assist the credit union in achieving its purpose of ‘Helping You When Others Won’t’, the Chief Member Experience Officer is responsible for designing, planning, directing, and executing the full scope of the Member Journey. In this role, the Chief Member Experience Officer will oversee branch operations and the call center to ensure consistent and positive member experience through all CACL channels.

Specific Duties of the Chief Member Experience Officer will include:

• Collaborate with the leadership team across the credit union to ensure that all areas of the organization are meeting member experience goals. If member experience gaps exist, work in unison to identify solutions to achieve member experience expectations.

• Provide strategic leadership for the credit union and work with other executive level team members to develop and implement long-range goals, strategies, plans, and policies and create experience related analysis tools.

• Assist in directing all credit union operations, which include planning, recommending, and implementing programs and policies, and providing general administrative direction. 

• Understands regulatory compliance including all applicable consumer laws. Effectively develops, implements, and updates policies and procedures relating to credit union operations. Cooperates with internal and external compliance audits as well as NCUA examination procedures

• Provide leadership level consultation in the areas of coaching, employee growth & development and performance management.

• Manage and oversee annual budget for the member operations department, while maximizing return on expenditure and eliminating unnecessary costs.

• Maintain daily contact with branch manager, providing support, input, feedback, and guidance concerning their daily operations.

• Monitor branch activity, including number of transactions, volume, teller errors, loan volume, teller and loan personal sales, new accounts, and appropriate staffing numbers.

• Develop, implement, and monitor policies and procedures in accordance with credit union goals and strategies. Work with other departments to maintain consistency in credit union policies and procedures. 

• Represent and promote the credit union at external functions and serve as the spokesperson of the credit union.

Physical Requirements: Candidate must be able to complete all physical requirements of the job with or without reasonable accommodation. Sedentary work that primarily involves sitting/standing for prolonged periods. Exerting up to 30 pounds to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have verbal, vision, and auditory acuity. Work is performed in an office environment and requires the ability to operate standard office equipment. Must have the ability to walk short distances, use stairs, lift, and carry small parcels.

Education Requirements: Minimum Associate’s Degree in Business, Finance, or similar discipline.

Experience Requirement: Minimum of five to ten years’ financial institution experience with at least five years’ management experience.

Other Skills & Abilities

• Knowledge about the credit union system, its structure, common language and acronyms, philosophy and the credit union’s mission and service standards.
• Excellent knowledge of credit union core systems.
• Excellent working knowledge of the forms and documentation used by credit unions.
• Strong knowledge of credit union products and services.
• Excellent understanding of credit union departments and procedures.
• Punctual, self-motivated, confident, and accurate.
• Professional attitude; supportive of management.
• Cross-channel and member journey leadership experience strongly preferred.

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