Chief Member Experience Officer
Northwest Federal Credit Union

Overview

For more than 75 years, Northwest Federal Credit Union (NWFCU) has been dedicated to serving its communities and providing exceptional service to its member throughout Northern Virginia and Maryland with branches in Arlington, Ashburn, Chantilly, Gainesville, Herndon, Manassas, McLean, Middleburg, Vienna, and Rockville, MD. NWFCU is seeking a passionate and visionary Chief Member Experience Officer (CMXO) to lead its efforts in delivering unparalleled member-centric excellence.

As a vital member of the executive team, the CMXO will spearhead strategic initiatives to enhance the overall member experience throughout various retail channels. By cultivating service excellence within the branch network, call center, and retail operations teams, the CMXO will develop and execute strategies resulting in member growth and retention. Collaborating with other executives across the organization, the CMXO serves as a key contributor to developing the overall strategic direction for the credit union.

Responsibilities

• Serve as a key member of the executive leadership team, assisting in the development and promotion of the strategic direction for the credit union
• Develop and implement viable short and long-term business plans supporting the strategic direction
• Design and implement plans, programs, systems, policies and procedures to promote the credit union's mission and vision, ensuring a unified and excellent member experience at all touchpoints
• Collaborate with other executives and business lines to ensure enterprise-wide strategies and business plans are aligned and properly supporting an enhanced member experience
• Promote organizational efficiencies to improve the quality and quantity of member service; leverage technology and systems to enhance productivity and results
• Develop and execute digital transformation efforts within the various member channels, ensuring the most effective and efficient product and service delivery
• Oversee the allocation and management of resources to achieve organizational goals while nurturing internal and external partnerships to ensure alignment with the credit union's brand and values
• Lead and manage performance of the teams within the MX division; provide ongoing coaching, mentoring, and development for all direct and indirect reports
• Ensure communication and leadership efforts support the mission, vision and overall strategies for the credit union
• Integrate net promoter scoring and other key performance indicators (KPIs) to measure and report member behavior, feedback and needs as well as performance indicators to assist in data driven decisioning
• Remain informed of the credit union's market position and industry trends; formulate strategies and plans to continually promote member growth and profitability
• Serve as a community ambassador for the credit union, supporting outreach efforts in alignment with the credit union's mission and strategic direction
• Ensure compliance with all federal and state rules and regulations and credit union policies and procedures.
• Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)

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Qualifications

• Bachelor's degree or equivalent experience; advanced education, such as an MBA preferred
• Ten years of similar or related experience; C-suite experience strongly preferred
• Proven experience in building and sustaining relationships and leading functional areas
• Extensive experience in retail banking and call center management required
• Strong analytical skills to observe and analyze data for innovative solutions
• Demonstrated decision-making ability within the discipline and authority for the role
• Excellent communication. leadership, collaboration, and coaching skills
• Ongoing learning through relevant certification, workshops, and conferences
  

Additional Compensation

Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match.

EEO Notice

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or HRDepartment@nwfcu.org.

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