VP / Member Experience (Retail Banking and Branch Network)

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    "requisitionDescription": "<div><div><div><p data-pasted=\"true\">The VP, Member Experience is responsible for driving member growth, deposit expansion, and service excellence across all member-facing channels, including:</p><ul type=\"disc\"><li>Branch network</li><li>Contact center</li><li>Digital banking (online &amp; mobile)</li><li>Business development / community engagement</li></ul><p>This role owns the end-to-end retail member experience, ensuring consistent delivery of high-quality service while achieving aggressive growth targets in memberships, deposits, and relationships. The position is accountable for P&amp;L performance, channel productivity, and member satisfaction, with a strong emphasis on serving low- to moderate-income (LMI) communities and deepening member relationships.</p><p data-pasted=\"true\"><strong>Key Responsibilities</strong></p><p><strong>&nbsp;Retail Growth &amp; Revenue Leadership</strong></p><ul type=\"disc\"><li>Own retail growth strategy across all channels</li><li>Drive:<ul type=\"circle\"><li>Membership growth</li><li>Core deposit growth (DDA, savings, CDs)</li><li>Product penetration per household</li></ul></li><li>Develop and execute community-based and SEG (Select Employer Group) growth strategies</li><li>Partner with Marketing and Data teams to deploy targeted, behavior-based campaigns</li><li>Lead initiatives to increase:<ul type=\"circle\"><li>Direct deposit adoption</li><li>Debit/credit card usage</li><li>Loan cross-sell from retail channels</li></ul></li></ul><p><strong>&nbsp;Omnichannel Service Delivery</strong></p><ul type=\"disc\"><li>Ensure consistent, high-quality member experience across:<ul type=\"circle\"><li>Branches</li><li>Call center</li><li>Digital channels (Alkami or similar platforms)</li></ul></li><li>Establish and enforce service standards and SLAs</li><li>Optimize channel mix strategy (branch vs digital vs call center)</li><li>Lead digital adoption initiatives:<ul type=\"circle\"><li>Online account opening</li><li>Digital service</li><li>Self-service tools</li></ul></li></ul><p><strong>&nbsp;Branch Network Leadership</strong></p><ul type=\"disc\"><li>Oversee performance of all branch locations</li><li>Drive:<ul type=\"circle\"><li>Sales productivity</li><li>Staffing optimization</li><li>Local market penetration</li></ul></li><li>Implement universal banker / sales culture</li><li>Evaluate branch footprint strategy:<ul type=\"circle\"><li>Openings, relocations, consolidations</li></ul></li><li>Ensure strong community presence in Low to Moderate Income markets</li></ul><p data-pasted=\"true\"><strong>&nbsp;Contact Center Excellence</strong></p><ul type=\"disc\"><li>Lead call center operations with focus on:<ul type=\"circle\"><li>First call resolution</li><li>Speed of answer</li><li>Quality assurance</li></ul></li><li>Integrate contact center into sales and relationship deepening engine</li><li>Implement workforce management and performance analytics</li></ul><p><strong>&nbsp;Business Development &amp; Community Engagement</strong></p><ul type=\"disc\"><li>Oversee external business development team</li><li>Build partnerships with:<ul type=\"circle\"><li>Local governments</li><li>Healthcare systems</li><li>Schools and universities</li><li>Community organizations</li></ul></li><li>Expand financial literacy and outreach programs</li><li>Ensure alignment with CDFI mission and grant requirements</li></ul><p><strong>&nbsp;Member Experience &amp; Voice of Member</strong></p><ul type=\"disc\"><li>Own member experience strategy across channels</li><li>Leverage tools (e.g., MemberXP or similar) to:<ul type=\"circle\"><li>Track NPS</li><li>Identify pain points</li><li>Drive continuous improvement</li></ul></li><li>Lead Voice of the Member program</li><li>Reduce complaints and improve resolution times</li></ul><p><strong>&nbsp;Financial &amp; Operational Performance</strong></p><ul type=\"disc\"><li>Own retail P&amp;L including:<ul type=\"circle\"><li>Deposit cost of funds</li><li>Fee income</li><li>Channel operating expenses</li></ul></li><li>Manage budgets and staffing models</li><li>Drive efficiency improvements:<ul type=\"circle\"><li>Cost per account</li><li>Transactions per FTE</li></ul></li><li>Partner with Finance (e.g., using Fiserv Vantage) for performance tracking</li></ul><p><strong>&nbsp;Leadership &amp; Talent Development</strong></p><ul type=\"disc\"><li>Lead and develop:<ul type=\"circle\"><li>Branch leaders</li><li>Contact center leadership</li><li>Business development team</li></ul></li><li>Build a high-performance, sales and service culture</li><li>Implement coaching, scorecards, and incentive programs</li><li>Ensure strong succession planning</li></ul><p><br></p><p><strong>Key Performance Indicators (KPIs)</strong></p><p><strong>Growth</strong></p><ul type=\"disc\"><li>Membership growth rate</li><li>Net new households</li><li>Deposit growth (total + core deposits)</li><li>Loan growth</li><li>Products per member</li></ul><p><strong>Engagement</strong></p><ul type=\"disc\"><li>Direct deposit penetration</li><li>Active digital users</li><li>Card usage (debit &amp; credit)</li></ul><p><strong>Service</strong></p><ul type=\"disc\"><li>Net Promoter Score (NPS)</li><li>Member satisfaction (CSAT)</li><li>Complaint volume &amp; resolution time</li><li>Call center SLAs (speed of answer, abandonment rate)</li></ul><p><strong>Efficiency</strong></p><ul type=\"disc\"><li>Cost per member</li><li>Branch profitability</li><li>Transactions per FTE</li><li>Digital vs branch transaction mix</li></ul><p><br></p><p><strong>Qualifications</strong></p><p><strong>Education</strong></p><ul type=\"disc\"><li>Bachelor&rsquo;s degree required (Business, Finance, or related field)</li><li>MBA preferred</li></ul><p><strong>Experience</strong></p><ul type=\"disc\"><li>10+ years in retail banking leadership (credit union or bank)</li><li>Proven success leading multi-channel retail operations</li><li>Experience managing:<ul type=\"circle\"><li>Branch networks</li><li>Contact centers</li><li>Digital banking initiatives</li></ul></li><li>Strong track record of growth + service improvement simultaneously</li></ul><p><br></p><p><strong>Core Competencies</strong></p><ul type=\"disc\"><li>Strategic thinking and execution</li><li>Data-driven decision making</li><li>Sales leadership and coaching</li><li>Member-centric mindset</li><li>Operational excellence</li><li>Change management</li><li>Community and relationship building</li></ul><p><br></p><p><strong>Preferred Experience</strong></p><ul type=\"disc\"><li>Credit union experience (strongly preferred)</li><li>Experience in LMI/CDFI environments<ul type=\"circle\"><li>Familiarity with: Alkami, Fiserv DNA</li></ul></li><li>Bilingual (English/Spanish or Creole) a plus</li></ul></div></div></div>\n",
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