Head of Retail & Member Experience (Hybrid)

Deseret First Credit Union; West Valley City (UT); Hybride; USD 180 000 - 300 000; Plein temps

Avantages offerts par ce poste

Paid holidays

Benefits package

Wellness initiatives

Hybrid work model

Résumé du poste

Deseret First Credit Union seeks a Chief Retail Officer to lead branches, the contact center, digital member channels, and the deposit product portfolio. The CRO owns member experience across retail channels, drives service quality, growth, and the alignment of people, processes, and technology with the credit union’s mission.

Reporting to the President/CEO and serving on the Senior Leadership Team, the CRO translates strategy into measurable results, maintains strong controls, and partners with

Qualifications

• Bachelor’s degree in a relevant business discipline or an equivalent combination of related education and experience is required. A related master’s degree is preferred.
• 10+ years of progressively responsible experience in financial services, including senior leadership of retail banking, member service, or related functions.
• Demonstrated success leading service performance and retail production across branches, contact centers, and digital channels.
• Experience managing deposit products and the business administration of core or related retail systems, including product configuration, process improvement, and change implementation.
• Working knowledge of deposit operations, applicable regulatory requirements, operational controls, and financial performance measures. Credit union experience is highly desirable.

Responsabilités

• Lead branches, the contact center, and digital member channels.
• Drive member experience and service standards across all channels; use feedback and metrics to reduce friction and improve handoffs.
• Oversee deposit product portfolio design, features, eligibility, positioning, and lifecycle.
• Coordinate with Finance on deposit pricing and implementation of approved changes.
• Develop retail budgets and staffing plans; monitor expenses and channel performance; manage vendor relationships.

Connaissances

Leadership

Strategic planning

Data-driven

Customer focus

Communication

Formation

Bachelor’s degree in business

Master’s degree preferred

Outils

Microsoft Office

CRM systems

Core banking systems

Description du poste

Deseret First Credit Union seeks a Chief Retail Officer to lead branches, the contact center, digital member channels, and the deposit product portfolio. The CRO owns member experience across retail channels, drives service quality, growth, and the alignment of people, processes, and technology with the credit union’s mission.

Reporting to the President/CEO and serving on the Senior Leadership Team, the CRO translates strategy into measurable results, maintains strong controls, and partners with