Chief Member Experience Architect

PFCU; Durand (MI); On-site; USD 180,000 - 280,000; Full time

Job summary

PFCU is seeking a Chief Member Experience Officer to lead the full spectrum of member experience across branches, call center, ITM, and facilities. This executive will align initiatives with strategic goals, model service standards, and report to the EVP.

The role requires guiding leadership, budgeting, and regulatory compliance oversight, with required Portland HQ visits twice weekly. Senior leadership will drive customer-centric culture, improve service delivery, and manage cross-functional

Qualifications

• Bachelor’s degree in management or similar field preferred; combination of education and experience considered.
• Eight to ten years in financial industry with at least five years in a leadership role.
• Strong understanding of regulatory compliance including BSA/AML and related exams.

Responsibilities

• Develop and monitor member experience metrics to drive service excellence.
• Provide strategic leadership with long-range goals, strategies, and policies.
• Oversee branch operations, contact center, ITM service center, and facilities.
• Sponsor operational projects and ensure deadlines are met with Project Manager.
• Lead budgeting for the member operations department and optimize costs.
• Coach and mentor leaders; conduct regular performance reviews and reporting.

Skills

Leadership

Strategic planning

Communication

Team management

Coaching

Project management

Education

Bachelor’s Degree in Management

Tools

Excel

Word

PowerPoint

Job description

PFCU is seeking a Chief Member Experience Officer to lead the full spectrum of member experience across branches, call center, ITM, and facilities. This executive will align initiatives with strategic goals, model service standards, and report to the EVP.

The role requires guiding leadership, budgeting, and regulatory compliance oversight, with required Portland HQ visits twice weekly. Senior leadership will drive customer-centric culture, improve service delivery, and manage cross-functional