Head of Member Experience & Service Strategy

Selfreliance Federal Credit Union; Chicago (IL); On-site; USD 150,000 - 230,000; Full time

Job summary

Selfreliance Federal Credit Union is seeking an experienced Vice President of Member Experience to lead the member experience strategy and oversee core member-facing functions, including Member Service, Call Center, Teller Operations, and Back Office Operations.

This leader will deliver a consistently exceptional member experience while elevating employee performance, customer loyalty, service quality, and ongoing process improvements.

Qualifications

• Bachelor’s degree in a related field preferred.
• Minimum of five years of leadership experience in credit union operations, banking, financial services, or a comparable service organization.
• Operational leadership with success in improvements, change, and employee development; experience in branch/service operations and regulatory compliance.
• Strong judgment, accountability, analytical and problem-solving skills; able to handle multiple priorities and communicate effectively.
• English fluency required; basic conversational Ukrainian language skills.
• Proficiency with Microsoft Office; Keystone by Corelation knowledge preferred.
• Willingness to travel regularly to branches, offices, events, and other locations.

Responsibilities

• Member Experience & Service Leadership: Develop and execute the member experience strategy; establish consistent service standards and performance expectations across assigned member-facing operations.
• Operations & Continuous Improvement: Lead Member Service, Call Center, Teller, and Back Office Operations; use service data, member feedback, and operational trends to improve workflows, technology, efficiency, and service quality.
• Member Growth & Product Adoption: Drive initiatives that strengthen member retention, loyalty, and relationships while helping employees identify member needs and recommend products and services.
• Lending, Products & Innovation: Evaluate the consumer lending experience and market trends; partner across departments to implement practical improvements to products, services, and member-facing processes.
• Leadership & Change Management: Develop high-performing leaders and teams, promote accountability and growth, lead cross-functional initiatives through adoption.
• Compliance & Community: Ensure operations follow laws and internal controls; represent the Credit Union at community and industry events.

Skills

Leadership

Communication

Analytical thinking

Problem solving

English fluency

Education

Bachelor’s degree in Business Administration, Finance, Management

Tools

Microsoft Office

Keystone by Corelation

Job description

Selfreliance Federal Credit Union is seeking an experienced Vice President of Member Experience to lead the member experience strategy and oversee core member-facing functions, including Member Service, Call Center, Teller Operations, and Back Office Operations.

This leader will deliver a consistently exceptional member experience while elevating employee performance, customer loyalty, service quality, and ongoing process improvements.