Vice President of Member Experience

About the Role: The Company is seeking a Vice President of Member Experience to take on a strategic, member-centric leadership role. The successful candidate will be accountable for shaping and executing the end-to-end member experience across all channels, including branch, digital, contact center, and back-office. This highly consultative position involves partnering with key internal stakeholders to drive service innovation, excellence, and to prioritize work that positively impacts member touchpoints, ultimately driving member loyalty and growth. The VP will be responsible for defining and advancing the member experience across all lines of business, ensuring that products and tools are member-centric and evolving to meet the needs of members in a fast-paced, ever-evolving technological environment. Applicants must have a Bachelor's degree in a relevant field, with a Master's degree preferred, and at least 10 years of progressive omni-channel experience, particularly in service design or transformation functions. A minimum of 8 years of leadership experience, including managing teams within member or customer experience, is required. The role demands a leader with strategic and systems thinking, experience in measurement and analytics, change management, and transformation leadership. The VP will also be responsible for executive communication, influencing without authority, and have a strong background in journey and service design methodology. Proficiency in CRM and experience platforms, digital analytics, and member-feedback tools is essential, as is a working knowledge of financial services products and the regulatory environment. Hiring Manager TitleChief Experience Officer FunctionsOperations