Head of Member Experience & Growth

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

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.