Chief Experience Officer

African-American Credit Union Coalition; Maple Grove (MN); On-site; USD 165,000 - 220,000; Full time

Job summary

TopLine Financial Credit Union in Maple Grove, MN is seeking a Chief Member Experience Officer to unify marketing, retail, and member care into a seamless journey. The role reports to the President/CEO and focuses on service, trust, and sustainable growth.

The ideal candidate has 12+ years of leadership in financial services, with a bachelor's degree required and an MBA preferred. Credit union experience is preferred but banking leaders with a member-first mindset are encouraged to apply.

Qualifications

• 12+ years of progressive leadership experience overseeing multiple member-facing functions within financial services.
• Experience leading strategic initiatives, improving business processes, leveraging data to drive decisions.
• Ability to coach leaders, lead organizational change, and partner with the CEO on enterprise strategy.

Responsibilities

• Shape and lead end-to-end member journey across marketing, retail branches, and the Member Care Center.
• Unite these functions into a seamless member experience reflecting TopLine's service and trust commitments.
• Measure outcomes and drive growth through data-informed decisions and customer-centric initiatives.

Skills

Executive leadership

Marketing

Retail operations

Customer experience

Change management

Data-driven decisions

Education

Bachelor's degree

MBA

Job description

Turn Promises Into Experiences. Experiences Into Loyalty. Loyalty Into Growth.

Do You Belong Here?

TopLine Financial Credit Union ($1.2B in Maple Grove, Minnesota) is seeking an accomplished, member-focused executive to serve as its next Chief Member Experience Officer. This is an opportunity to join a high-performing organization that believes exceptional member experiences don't happen by chance - they are intentionally designed, measured, and continuously improved.

For more than 90 years, TopLine Financial Credit Union has helped individuals, families, and businesses throughout the Twin Cities achieve their financial goals. Headquartered in Maple Grove, Minnesota, TopLine is known for combining innovative financial solutions with personalized service, creating meaningful relationships that last a lifetime.

Reporting directly to the President/CEO, the Chief Member Experience Officer will serve as a key member of the executive leadership team, overseeing marketing, retail branch operations, the Member Care Center, and member experience support. This leader will unite these functions into one seamless member journey, ensuring every interaction reflects TopLine's commitment to service, trust, and long-term relationships.

Located just northwest of Minneapolis, Maple Grove consistently ranks among Minnesota's best places to live, offering outstanding schools, vibrant retail and dining, abundant parks and trails, and convenient access to everything the Twin Cities has to offer.

Can You Find Your Purpose Building Lifelong Relationships?

Reporting directly to the President/CEO, the Chief Member Experience Officer is responsible for shaping and leading TopLine's end-to-end member journey, from the first impression a prospective member has of the organization through every interaction that follows.

This role extends well beyond marketing or branch operations. The CXO will align marketing, communications, retail delivery, the Member Care Center, and operational support to ensure the brand promise made to members is consistently delivered across every channel. Working closely with the executive team, this leader will transform strategy into measurable outcomes while strengthening member loyalty, operational excellence, and sustainable growth.

Success in this role isn't measured solely by membership growth or sales production. It's measured by how effectively TopLine earns trust, deepens relationships, improves financial well-being, and creates experiences that members remember long after each interaction.

The successful candidate will bring equal passion for strategy and execution, using data, process improvement, and collaborative leadership to continuously improve the member experience while helping position TopLine for continued growth.

Can We Grow Together?

The ideal candidate is an accomplished executive with 12+ years of progressive leadership experience overseeing multiple member-facing functions within financial services. A bachelor's degree is required, while an MBA or other advanced degree is strongly preferred. Credit union experience is preferred, although accomplished banking and financial services leaders who share TopLine's member-first philosophy are encouraged to apply.

Candidates should have executive leadership experience across multiple areas such as marketing, retail operations, contact centers, or customer experience, along with a demonstrated ability to unite teams around a shared vision. Experience leading strategic initiatives, improving business processes, leveraging data to drive decisions, and delivering measurable organizational results is essential.

Beyond technical expertise, this leader will bring executive influence, learning agility, and a genuine passion for developing people. They will be equally comfortable coaching leaders, leading organizational change, representing the credit union in the community, and partnering with the CEO and executive team to shape enterprise strategy.

As TopLine Financial Credit Union continues to evolve, the Chief Member Experience Officer will help shape the organization's future while creating exceptional experiences for members, employees, and the communities they serve.

The target salary range for this position is $165,000-220,000 annually.

Additional Info

Years of Experience : 10+ Years

Contact Email : [e-mail]

Job Type : Full-Time

Job Function : Executive