Head of Member Experience & Service Excellence

PFCU; Portland (MI); On-site; USD 150,000 - 210,000; Full time

Job summary

PFCU in Portland, MI is seeking a Chief Member Experience Officer to lead the full member experience strategy across branch operations, contact center, ITM, and facilities. The role reports to the EVP and requires regular presence at the Portland headquarters, with on-site collaboration twice weekly.

The ideal candidate will drive service excellence, oversee budgets, and ensure regulatory compliance while mentoring senior operations leaders and ensuring alignment with the credit union’s mission

Qualifications

• Bachelor’s Degree in Management, Business Administration or similar field preferred.
• Eight to ten years of financial industry experience, with at least five years in a leadership role.
• Ability to read, analyze, and interpret general business periodicals, professional journals, and regulations.
• Excellent written and verbal communication skills and strong leadership abilities.

Responsibilities

• Develop, implement and monitor member experience metrics across branches, call center and ITM service center.
• Provide strategic leadership with executive peers to set long-range goals, strategies, plans and policies.
• Monitor member feedback surveys to drive member experience strategy.
• Oversee facilities and security, ensuring compliance with regulatory requirements.
• Sponsor operational projects and coordinate with Project Manager to meet deadlines.
• Lead recruitment and selection to maintain staffing levels with capable employees.
• Manage vendor due diligence and risk assessment processes.

Skills

Leadership

Communication

Teamwork

Education

Bachelor’s Degree in Management, Business Administration or similar field

Job description

PFCU in Portland, MI is seeking a Chief Member Experience Officer to lead the full member experience strategy across branch operations, contact center, ITM, and facilities. The role reports to the EVP and requires regular presence at the Portland headquarters, with on-site collaboration twice weekly.

The ideal candidate will drive service excellence, oversee budgets, and ensure regulatory compliance while mentoring senior operations leaders and ensuring alignment with the credit union’s mission