SVP, Member Experience & Journey Innovation

Telhio Credit Union; Columbus (OH); On-site; USD 180,000 - 250,000; Full time

Benefits offered by this job

Medical, dental, vision, life and disa

6% 401(k) match

Paid time off

Job summary

Telhio Credit Union in Columbus, OH, seeks a Senior Vice President, Member Experience to lead enterprise-wide efforts that improve how members interact with Telhio. You will set experience standards, measure them, and partner across Operations, Technology, Lending, Risk, and HR to remove friction.

This builder role owns the voice-of-member framework, drives end-to-end journeys, and champions accessible design while guiding a cross-functional team toward faster resolutions, higher loyalty, and an

Qualifications

• Bachelor's degree in business, design, organizational psychology, marketing, or related field.
• 12+ years of progressive leadership experience, including 5+ years leading enterprise customer experience, member experience, service design, or operational excellence.
• Proven track record in reducing customer effort and improving loyalty in regulated multi-channel environments.

Responsibilities

• Define and own an enterprise experience strategy that connects member experience with operational processes and the credit union's mission, brand, and strategic plan.
• Set clear, measurable experience standards for every channel and hold the organization accountable.
• Lead end-to-end journey mapping for key moments and build a unified voice-of-member program.
• Partner with Operations, Technology, Lending, Risk, Process/CI, and HR to improve processes, tools, and policies.
• Champion inclusive, accessible design for members across ages and abilities.
• Own the experience metrics framework and an executive dashboard for leadership and the board.

Skills

Journey mapping

Voice of customer

Experience metrics

Executive influence

Cross-functional leadership

Education

Bachelor's degree

MBA preferred

Tools

Qualtrics

Medallia

CRM systems

Job description

Telhio Credit Union in Columbus, OH, seeks a Senior Vice President, Member Experience to lead enterprise-wide efforts that improve how members interact with Telhio. You will set experience standards, measure them, and partner across Operations, Technology, Lending, Risk, and HR to remove friction.

This builder role owns the voice-of-member framework, drives end-to-end journeys, and champions accessible design while guiding a cross-functional team toward faster resolutions, higher loyalty, and an