Chief Member Experience & Service Excellence Officer

Pfcu4me; Michigan; On-site; USD 180,000 - 240,000; Full time

Job summary

PFCU is seeking a Chief Member Experience Officer to plan, direct and execute the full scope of the member experience strategy across branch operations, contact center, ITM, and facilities. This role reports to the EVP and requires regular oversight of multiple departments to ensure a consistent, member-centric experience across all channels.

The position includes leadership over budgeting, regulatory compliance, and vendor risk, with a focus on driving service excellence and achieving strategic

Qualifications

• Bachelor’s Degree in Management, Business Administration or similar field preferred.
• Eight to ten years in financial industry or similar, with at least five years in leadership.
• Strong knowledge of credit union products and services.

Responsibilities

• Develop, implement and monitor member experience metrics to meet organizational goals.
• Provide strategic leadership and collaborate with executive team on long-range plans.
• Monitor member feedback and drive strategy based on key indicators.
• Oversee facility management and ensure buildings meet leadership and member expectations.
• Lead compliance with applicable laws and coordinate audits.

Skills

Leadership

Strategic planning

Regulatory compliance

Budget management

Coaching

Education

Bachelor’s Degree in Management/Business Administration

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

PFCU is seeking a Chief Member Experience Officer to plan, direct and execute the full scope of the member experience strategy across branch operations, contact center, ITM, and facilities. This role reports to the EVP and requires regular oversight of multiple departments to ensure a consistent, member-centric experience across all channels.

The position includes leadership over budgeting, regulatory compliance, and vendor risk, with a focus on driving service excellence and achieving strategic