Chief Member Experience Architect

Mitchell Stankovic and Associates; Los Angeles (CA); On-site; USD 250,000 - 350,000; Full time

Job summary

Rize Federal Credit Union is seeking a transformational Chief Member Experience Officer to elevate the living member lifecycle across all touchpoints. This executive will align lending, service, and relationship management to deliver a unified, compassionate experience that strengthens members' financial lives.

The CMXO will own the Branch Network, Member Care Center, VMSC program, Account & Card Services, and Member Security resolution, shaping the emotional tone and experience standards that

Qualifications

• Bachelor's degree in Business Administration, Finance, Organizational Leadership, Marketing, or related field.
• Minimum 12 years of progressive leadership in financial services or service-intensive industries, incl. 7+ years across multiple functions.
• Experience leading large-scale transformation and building high-performing leadership teams.

Responsibilities

• Own the Member Experience across channels and sets service standards.
• Lead lending integration within member relationships including underwriting and servicing.
• Drive Voice of Member analytics to inform strategy and continuous improvement.
• Oversee technology-enabled service enhancements and digital empathy.
• Grow community presence and branch-based engagement.
• Partner with executive teams to align experiences with financial wellbeing.

Skills

Leadership

Customer experience

Change management

Executive communication

Strategic thinking

Data-driven decision making

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Journey orchestration

Job description

Rize Federal Credit Union is seeking a transformational Chief Member Experience Officer to elevate the living member lifecycle across all touchpoints. This executive will align lending, service, and relationship management to deliver a unified, compassionate experience that strengthens members' financial lives.

The CMXO will own the Branch Network, Member Care Center, VMSC program, Account & Card Services, and Member Security resolution, shaping the emotional tone and experience standards that