Chief Member Experience Officer (CMXO)

Weyburn Credit Union; Weyburn; On-site; CAD 146,000 - 200,000; Full time

Benefits offered by this job

Profit-sharing program

Comprehensive benefits

Employer-matched pension

Generous vacation and time off

Leadership development opportunities

Job summary

Weyburn Credit Union seeks a strategic, people-focused Chief Member Experience Officer to lead member experience, sales, service, advice and support functions. You will report to the CEO and champion a member-centric culture while driving growth and performance across channels.

You will guide Senior Managers and collaborate with leaders to enhance member relationships, drive engagement, and advance strategic priorities for sustainable success.

Qualifications

• Proven ability to lead sales, service and member-facing teams across multiple levels.
• Strong strategic planning, business development and performance management skills.
• Experience building high-performing teams and developing leaders.

Responsibilities

• Provide strategic leadership to member experience, sales, service and support functions.
• Drive a member-centric culture and deliver exceptional experiences across channels.
• Partner with the CEO and Executive Leadership Team to advance priorities and growth.
• Oversee organizational performance, engagement and talent development.

Skills

Strategic planning

Relationship building

Change leadership

People leadership

Communication

Education

Post-secondary education in Business/Finance

Job description

At WCU, we're committed to making a positive impact in our communities while helping our members achieve financial well-being. As we continue to evolve, we're looking for a strategic and people-focused leader to join our Executive Leadership Team as our new Chief Member Experience Officer (CMXO). This role reflects our commitment to placing members at the centre of everything we do and ensuring exceptional experiences across every interaction and channel.

The Chief Member Experience Officer is responsible for shaping and executing the strategic direction of member experience, sales, service, advice, and support functions across the organization. Reporting directly to the CEO, this role champions a member-centric culture while driving growth, operational excellence, employee engagement, and organizational performance.

The position provides leadership to the Senior Manager of Member Experience, Senior Manager of Wealth Management, and Manager of Support Services, while collaborating closely with leaders across the organization to advance strategic priorities and strengthen member relationships.

The salary range for this position is $145,518 to $200,087. Starting salary will be based on qualifications and relevant experience. In addition to fixed compensation, employees are eligible to participate in Weyburn Credit Union's variable profit-sharing program and comprehensive benefits package.

Key areas of focus include:

Member Experience Leadership

• Lead and execute Weyburn Credit Union's Member Experience Strategy.
• Champion a member-centric culture throughout the organization.
• Drive initiatives that enhance member satisfaction, loyalty, and engagement.
• Ensure a consistent and exceptional member experience across branches, advice centres, digital channels, support services, and contact centre operations.
• Leverage member feedback, market insights, and industry trends to continuously improve service delivery.

Strategic Growth & Organizational Performance

• Develop and execute strategies that support growth, profitability, and long-term sustainability.
• Lead organizational sales and relationship management strategies.
• Support member acquisition, retention, and relationship deepening initiatives.
• Monitor performance indicators and ensure achievement of organizational goals.
• Identify opportunities to enhance member value and organizational effectiveness.

Leadership & Team Development

• Provide strategic leadership to senior and mid-level leaders across member-facing and support functions.
• Foster a culture of accountability, collaboration, continuous improvement, and engagement.
• Coach and develop leaders to strengthen performance and succession readiness.
• Support talent development, workforce planning, and organizational capability.

Operational Excellence

• Ensure systems, processes, and service standards support a seamless member experience.
• Lead continuous improvement initiatives and organizational transformation efforts.
• Monitor operational effectiveness, service levels, and member experience outcomes.Participate in technology and process enhancement initiatives that improve the delivery of member services.
• Serve as an active member of the Executive Leadership Team.
• Contribute to corporate strategy, business planning, budgeting, and performance management.
• Partner with the Board, CEO, executive team, and external stakeholders to advance organizational objectives.
• Represent Weyburn Credit Union within the community, credit union system, and industry.

As a team member you will enjoy:

• Annual profit-sharing opportunity.
• Comprehensive health, dental, disability, life insurance, and wellness benefits.
• Employer-matched pension plan of up to 7%.
• Generous vacation entitlement, personal time, volunteer time, and study time.
• Ongoing leadership development and professional growth opportunities.
• Discounted employee banking products and services.A collaborative culture focused on people, community, and continuous improvement.

Your SPARK (Qualifications):

• Post-secondary education in Business, Commerce, Finance, or a related field.
• 7-10 years of progressive leadership experience within financial services.
• Significant experience leading sales, service, and member-facing teams through multiple levels of leadership.
• Strong strategic planning, business development, and performance management skills.
• Demonstrated ability to build high-performing teams and develop leaders.
• Exceptional relationship-building, communication, and collaboration abilities.
• Experience leading organizational change, continuous improvement, and strategic initiatives.
• A passion for creating outstanding member experiences and building a strong organizational culture.
• Credit union experience would be considered an asset.

WCU values continuous personal and professional development. If you do not meet every qualification but believe your experience and leadership capabilities would enable you to succeed in this role, we encourage you to apply.