Vice President, Member Experience

Valley First Credit Union; Modesto (CA); On-site; USD 165,000 - 185,000; Full time

Job summary

Valley First Credit Union invites a strategic leader to serve as Vice President, Member Experience, overseeing the branch network and contact center. You will drive service excellence, growth, and team performance while connecting members with the financial solutions they need.

You will lead frontline managers, develop annual plans, and use KPIs and feedback to elevate the member experience. This senior role shapes culture and operational excellence across all member touchpoints.

Qualifications

• Bachelor’s degree or equivalent experience strongly preferred.
• 8+ years of retail and branch experience within a credit union or community bank.
• Strong knowledge of consumer products and member financial solutions.
• Experience leading frontline teams, branch leaders, and/or contact center teams.
• Strong presentation, sales, communication, and relationship-building skills.
• Symitar experience preferred.
• Ability to manage multiple priorities, lead through change, and build trust across the organization.

Responsibilities

• Create a strong, consistent member experience across branches and the contact center.
• Build annual business plans that support growth, service excellence, and team accountability.
• Strengthen member relationships by helping teams connect members with the right financial solutions.
• Lead, coach, and develop branch and contact center leaders.
• Use KPIs, member feedback, and operational insights to improve performance.
• Partner across the organization to implement new products, processes, systems, and service enhancements.
• Support community engagement, financial education, and Valley First’s commitment to Making Good Happen.
• Foster a culture grounded in Passion, Learning, and Ownership.

Skills

Presentation skills

Sales skills

Communication skills

Relationship-building

Education

Bachelor’s degree in Business or equivalent experience

Tools

Symitar

Job description

Shape the future of the member experience. Lead growth. Make Good Happen.

Valley First Credit Union is creating a new and exciting leadership role designed to shape how members experience the credit union every day. As Vice President, Member Experience (VP), you will lead the branch network and contact center, drive service and growth, strengthen team performance, and help members connect with the financial solutions they need.

This is a high-impact opportunity for a strategic retail leader who knows how to inspire teams, improve service, and bring the mission to life: “working together to provide superior service for our members and community.”

The Opportunity

Reporting to the Chief Growth Officer, the Vice President, Member Experience will play a key leadership role in strengthening how members are served, how teams perform, and how growth is achieved across Valley First’s branch network and contact center.

This leader will connect strategy with execution, drive service and sales performance, coach and develop frontline leaders, improve processes, and create a consistent, high-quality experience across every member touchpoint.

What Success Looks Like

The successful VP will:

• Create a strong, consistent member experience across branches and the contact center.
• Build annual business plans that support growth, service excellence, and team accountability.
• Strengthen member relationships by helping teams connect members with the right financial solutions.
• Lead, coach, and develop branch and contact center leaders.
• Use KPIs, member feedback, and operational insights to improve performance.
• Partner across the organization to implement new products, processes, systems, and service enhancements.
• Support community engagement, financial education, and Valley First’s commitment to Making Good Happen.
• Foster a culture grounded in Passion, Learning, and Ownership.

Desired Background

• Bachelor’s degree in Business or equivalent experience strongly preferred.
• 8+ years of retail and branch experience within a credit union or community bank.
• Strong knowledge of consumer products and member financial solutions.
• Experience leading frontline teams, branch leaders, and/or contact center teams.
• Strong presentation, sales, communication, and relationship-building skills.
• Symitar experience preferred.
• Ability to manage multiple priorities, lead through change, and build trust across the organization.

Compensation: $165,000 - $185,000

Why Valley First

For over 75 years, Valley First has been more than just a financial institution – we’re your trusted partner on the journey towards financial well-being. Our commitment goes beyond banking; it’s about empowering you to achieve your dreams and secure your future.

The Vice President, Member Experience position is an opportunity to step into a newly created leadership role with meaningful influence on member experience, employee engagement, and organizational growth. Valley First is looking for a leader who brings energy, ownership, and a deep commitment to service.

For a retail and member experience professional who wants to lead with purpose, build strong teams, and help shape the next chapter of a community-focused credit union, this is a compelling next step.