Head of Member Experience & Transformation

Desert-Financial-Credit-Unio; Phoenix (AZ); Sur place; USD 180 000 - 260 000; Plein temps

Résumé du poste

Desert Financial Credit Union seeks a visionary Vice President of Member Experience to shape the end-to-end journey across branches, digital, contact center and back-office. You will lead a multi-disciplinary team, partner with technology and business stakeholders, and drive service innovations that boost member loyalty and growth.

You will own the MX roadmap, set experience standards, oversee analytics and governance, and champion a one-member-one-experience approach across channels.

Qualifications

• Bachelor's degree in Organizational Design, Human-Centered Design, Analytics, or related field.
• 10+ years omni-channel experience in service design or transformation.
• 8+ years leadership in member experience or CX.
• Strategic and systems thinking across channels.
• Experience measuring CSAT, NPS, CES with analytics partner.
• Change management and transformation leadership.
• Executive communication to senior leaders and boards.
• CRM and experience platforms proficiency (Salesforce or equivalent).
• Working knowledge of financial services products and regulatory environment.
• Willingness to travel up to 25% locally/regionally.

Responsabilités

• Establishes MX strategic roadmap aligned with enterprise goals and brand positioning.
• Defines target experience principles, standards, and service models across all member touchpoints.
• Establishes a multi-year roadmap for experience transformation initiatives, including digital and physical channels.
• Partners with SwitchThink to evaluate, select and implement a technology ecosystem and tools that deliver the desired member experience.
• Leads execution of the experience roadmap in partnership with all key stakeholders that impact the member experience.
• Accountable for transformation and change outcomes on experience initiatives, including stakeholder alignment, readiness, training, and communications.
• Establishes the governance, decision rights, and accountability structures needed to move initiatives from design to adoption.
• Ensures consistency and personalization across channels with a “one member, one experience” mindset.
• Partners with Marketing to leverage data and analytics to identify pain points, opportunities, and root causes.
• Establishes a consistent executive review cadence for experience performance.
• Leads closed-loop feedback for complaints, at-risk members, and employee-surfaced issues across member-facing channels.
• Monitors and reports on key metrics (e.g., NPS, satisfaction, effort scores, member growth, product usage).
• Maintains a prioritized pipeline of experience improvements with projected and actual impact.
• Leads experimentation and pilots to test interventions before scaling and retires approaches that do not perform.
• Provides member-experience input to the enterprise digital and technology roadmap, including self-service expansion and channel modernization.
• Identifies and removes cross-channel friction, process waste, and role-design issues that degrade experience or increase cost.
• Partners with the VP, Product Strategy on membership-lifecycle plans; Marketing on member research and analytics; Operations on back-office handoffs that affect the member experience; and channel leaders on delivery.
• This leader partners with SwitchThink's VP of Product Management to drive clarity and consistency across the digital ecosystem by documenting and prioritizing business requirements, evaluating existing capabilities, identifying opportunities for enhancement, and partnering with internal teams and external vendors to deliver best in class digital experiences for both existing and prospective members.
• Partners with technology (SwitchThink) to share use-cases and business needs surrounding AI capabilities.
• Represents in cross-functional forums and contributes to executive and Board-level updates through the Chief Experience Officer.
• Leadership & Team Development: Builds, leads, and develops the Experience & Transformation team across omnichannel design, Experience Insights & Performance Management, Digital Experience Design, and Transformation.
• Sets clear performance expectations linked to enterprise outcomes, develops bench strength and progression paths, and manages the function's operating budget with disciplined return on investment.
• Serves as a culture carrier for member-centricity, evidence-based decision making, and disciplined execution.
• Other duties as assigned.

Connaissances

MX strategy

Leadership

Executive comms

Change management

Analytics

Cross-functional

CRM platforms

Financial services

Strategic thinking

Stakeholder mgmt

Formation

Bachelor's degree in related field

MBA or related master's preferred

Outils

Salesforce

Google Analytics

Power BI

Description du poste

Desert Financial Credit Union seeks a visionary Vice President of Member Experience to shape the end-to-end journey across branches, digital, contact center and back-office. You will lead a multi-disciplinary team, partner with technology and business stakeholders, and drive service innovations that boost member loyalty and growth.

You will own the MX roadmap, set experience standards, oversee analytics and governance, and champion a one-member-one-experience approach across channels.