VP, Member Experience & Growth Leader

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

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.