VP of Member Experience

Selfreliance Federal Credit Union; Chicago (IL); On-site; USD 150,000 - 230,000; Full time

Job summary

Selfreliance Federal Credit Union is seeking an experienced Vice President of Member Experience to lead the member experience strategy and oversee core member-facing functions, including Member Service, Call Center, Teller Operations, and Back Office Operations.

This leader will deliver a consistently exceptional member experience while elevating employee performance, customer loyalty, service quality, and ongoing process improvements.

Qualifications

• Bachelor’s degree in a related field preferred.
• Minimum of five years of leadership experience in credit union operations, banking, financial services, or a comparable service organization.
• Operational leadership with success in improvements, change, and employee development; experience in branch/service operations and regulatory compliance.
• Strong judgment, accountability, analytical and problem-solving skills; able to handle multiple priorities and communicate effectively.
• English fluency required; basic conversational Ukrainian language skills.
• Proficiency with Microsoft Office; Keystone by Corelation knowledge preferred.
• Willingness to travel regularly to branches, offices, events, and other locations.

Responsibilities

• Member Experience & Service Leadership: Develop and execute the member experience strategy; establish consistent service standards and performance expectations across assigned member-facing operations.
• Operations & Continuous Improvement: Lead Member Service, Call Center, Teller, and Back Office Operations; use service data, member feedback, and operational trends to improve workflows, technology, efficiency, and service quality.
• Member Growth & Product Adoption: Drive initiatives that strengthen member retention, loyalty, and relationships while helping employees identify member needs and recommend products and services.
• Lending, Products & Innovation: Evaluate the consumer lending experience and market trends; partner across departments to implement practical improvements to products, services, and member-facing processes.
• Leadership & Change Management: Develop high-performing leaders and teams, promote accountability and growth, lead cross-functional initiatives through adoption.
• Compliance & Community: Ensure operations follow laws and internal controls; represent the Credit Union at community and industry events.

Skills

Leadership

Communication

Analytical thinking

Problem solving

English fluency

Education

Bachelor’s degree in Business Administration, Finance, Management

Tools

Microsoft Office

Keystone by Corelation

Job description

Description

Selfreliance Federal Credit Union is seeking an experienced Vice President of Member Experience to lead the Credit Union’s member experience strategy and the performance of key member-facing functions, including Member Service (Personal Banking), Call Center, Teller Operations, and Back Office Operations. This leader will be responsible for delivering a consistent and exceptional member experience while strengthening employee performance, member growth, service quality, and continuous improvements.

This position serves as the business owner of the member experience. Reporting to the COO and partnering with executive leadership, the VP of Member Experience will use member feedback, operational data, industry trends, and competitive insights to improve service, deepen member relationships, strengthen product adoption, and advance strategic initiatives across the organization.

Requirements

Responsibilities:

• Member Experience & Service Leadership: Develop and execute the member experience strategy; establish consistent service standards and performance expectations across assigned member-facing operations.
• Operations & Continuous Improvement: Lead Member Service, Call Center, Teller, and Back Office Operations; use service data, member feedback, and operational trends to improve workflows, technology, efficiency, and service quality.
• Member Growth & Product Adoption: Drive initiatives that strengthen member retention, loyalty, and relationships while helping employees identify member needs and recommend appropriate products and services.
• Lending, Products & Innovation: Evaluate the consumer lending experience and market trends; partner across departments to recommend and implement practical improvements to products, services, and member-facing processes.
• Leadership & Change Management: Develop high-performing leaders and teams, promote accountability and employee growth, and lead cross-functional initiatives through successful implementation and adoption.
• Compliance & Community: Ensure assigned operations follow applicable laws, regulations, policies, procedures, and internal controls; represent the Credit Union at community and industry events as appropriate.

Minimum Qualifications:

• Education: Bachelor’s degree in Business Administration, Finance, Management, or a related field preferred.
• Experience: Minimum of five years of leadership experience in credit union operations, banking, financial services, or a comparable service organization.
• Operational Leadership: Demonstrated success leading operational improvements, strategic initiatives, organizational change, and employee development; experience with branch/member service, call center operations, consumer lending processes, and regulatory compliance.
• Leadership & Communication: Strong judgment, accountability, analytical and problem-solving skills, with the ability to manage multiple priorities and communicate effectively, verbally and in writing.
• Fluency in English and basic conversational Ukrainian language skills are required
• Technology: Proficiency with Microsoft Office; knowledge of Keystone by Corelation preferred.
• Travel: Ability and willingness to travel regularly to Credit Union branches, offices, community events, and other locations as required.