Member Experience Strategy Leader

Pfcu4me; Portland (MI); On-site; USD 180,000 - 230,000; Full time

Job summary

PFCU in Portland, MI seeks a Chief Member Experience Officer to lead the member experience strategy across branch ops, contact center, ITM, and facilities. You will align initiatives with strategic objectives and ensure a consistent, member-centric experience across delivery channels.

This role reports to the EVP and requires guiding senior teams, managing budgets, ensuring regulatory compliance, and driving service standards across the organization.

Qualifications

• Bachelor’s degree in Management, Business Administration or similar field; experience may substitute.
• 8–10 years in financial services with progressive leadership responsibilities.
• Strong strategic planning and organizational leadership skills.
• Excellent communication and stakeholder management abilities.
• In-depth knowledge of regulatory compliance in banking.

Responsibilities

• Develop and drive member experience strategy across all channels.
• Provide executive leadership to Operations, Contact Center, ITM, and Facilities.
• Monitor member feedback and key metrics to improve service levels.
• Oversee regulatory compliance programs and internal audits.
• Manage budgets and sponsor major operational projects.
• Mentor and coach senior leaders and staff for growth.
• Ensure adherence to service standards and security policies.
• Collaborate with cross-functional teams to execute strategic initiatives.

Skills

Leadership

Strategic Planning

Stakeholder Mgmt

Regulatory Compliance

Financial Acumen

Change Management

Communication

Education

Bachelor’s in Business

Tools

Microsoft Excel

PowerPoint

CRM software

Job description

PFCU in Portland, MI seeks a Chief Member Experience Officer to lead the member experience strategy across branch ops, contact center, ITM, and facilities. You will align initiatives with strategic objectives and ensure a consistent, member-centric experience across delivery channels.

This role reports to the EVP and requires guiding senior teams, managing budgets, ensuring regulatory compliance, and driving service standards across the organization.