Chief Experience Officer

Bridge Credit Union; Powell (OH); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Health Insurance and Vision

Free Dental Insurance

401K with up to 5% match

Vacation and leave

Disability Insurance

Life Insurance

And more

Job summary

Bridge Credit Union is seeking a Chief Experience Officer to lead member experience across channels, drive growth, and create a sales-oriented culture. This on-site role in Powell, OH, demands strong leadership and cross-functional collaboration to elevate service levels and brand reputation.

The ideal candidate will design member journeys, develop long-term roadmaps, and manage initiatives across branches, call center, marketing, and operations.

Qualifications

• Must have experience designing and evaluating member journeys across channels.
• Ability to develop and execute long-term experience roadmaps aligned with objectives.
• Strong public relations skills to support member communications and brand reputation.
• Proven project management skills to lead cross-functional initiatives within budget.
• Demonstrated leadership in financial services or similar member-focused industry.
• Strong analytical abilities to interpret data, feedback, and KPIs for decisions.
• Excellent written and verbal communication, able to influence at all levels.
• Bachelor’s degree in Business, Marketing, Communications or related field; advanced degree/certs are a plus.

Responsibilities

• Oversee branch administration, call center, marketing, operations, and business development.
• Deliver outstanding member experience and drive core business growth.
• Develop and execute a member services plan and sales-focused strategy.
• Ensure timely, courteous, and effective member issue resolution with KPI tracking.
• Lead and train staff; inspire and motivate team; collaborate across the organization.

Skills

CX design

Strategic planning

Public relations

Project management

Leadership

Analytical skills

Communication

UX research

Education

Bachelor's degree in Business/Marketing/Communications

Advanced degree or certifications (plus)

Job description

Here at Bridge Credit Union, we strive to serve our communities with excellence at every opportunity by expanding our borders and creating new and improved ways to serve. Without our dedicated staff, we would not be able to reach our goal of great service! If you are looking to expand your knowledge, develop in your career and grow within a rapidly growing company, this opportunity may be for you!

• We offer: Affordable health and vision insurance
• Free dental insurance
• 401K plan with up to a 5% match,
• Accrued vacation and injury/illness leave
• Short-term and Long-term Disability
• Life insurance
• And more!

The Chief Experience Officer is a full-time, on-site role located in Powell, OH, responsible for overseeing branch administration, call center, marketing, operations, and business development. This position is responsible for the delivery of outstanding member experience and growth of the core business. Develops and executes a member services plan and strategy, including increasing membership, creating sales culture, and providing excellent member service to our members. Creates a pro-active and needs-based sales approach, and skilled at ensuring excellent execution. Ensures members are promptly, courteously, and professionally served and their questions and problems effectively resolved prioritizing a member's viewpoint in any decision-making processes and keeping track of key performance indicators (KPIs). Oversees technical support services and ensures the resolution of member issues in a timely, professional manner. Ensures professional relations exist with external contacts. Consistent branch experience for the members of the Bridge Difference. Directs, trains, supervises, and appraises subordinates. Inspires and motivates team members, partners effectively with colleagues at all levels across the organization and fosters a culture of collaboration.

Qualifications

• Customer Experience and User Experience (UX) skills to design, evaluate, and enhance member journeys across channels.
• Strategic Planning skills to develop and execute long-term experience roadmaps aligned with organizational objectives.
• Public Relations skills to support positive member communications, brand reputation, and community engagement.
• Project Management skills to lead cross-functional initiatives, manage timelines, and deliver experience improvements on budget.
• Proven leadership experience in financial services or a related member-focused industry.
• Strong analytical abilities to interpret data, member feedback, and performance metrics for decision-making.
• Excellent written and verbal communication skills, with the ability to influence at all levels of the organization.
• Bachelor's degree in Business, Marketing, Communications, or a related field; advanced degree or relevant certifications are a plus