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Community Credit Union of Florida · 14 hours ago

Chief Experience Officer

Rockledge, FL

Full-time

Onsite

Director/Executive

15+ years exp

Community Credit Union of Florida is a respected financial institution with a strong history of member service excellence. They are seeking a Chief Experience Officer to provide strategic direction for enhancing the member experience, overseeing marketing, business development, community partnerships, and digital delivery.

BankingFinancial ServicesNon Profit

Responsibilities

Plan, direct, and coordinate the marketing of the credit union’s products and services. Develop strategies to meet changing market conditions

Provide strategic oversight of the digital delivery channels to ensure a consistent, high-quality, and member-focused experience that supports organizational goals and drives growth. Responsible for increasing conversion rates on loans and accounts and deepening relationships with existing members

Responsible for external communications and overseeing public relations for the credit union

Drives the creation and implementation of member onboarding, member journey mapping to address and solve integration pain points and simplify workflows

Ensures consistent branding, messaging, and campaigns that reflect the credit union’s values, community impact, and objectives while driving growth

Collaborates with other executives and senior leadership to ensure member experience and digital delivery initiatives align with organizational strategy, growth goals, and product/service development

Manage budgets, resources, and vendor relationships to support effective and efficient execution of experience and marketing initiatives

Promote cross-functional collaboration to ensure consistent and high-quality service delivery across all channels

Leads coaching, development, and performance management of the Marketing and Digital Delivery teams, fostering a culture of accountability and service excellence

Monitors KPIs such as member growth, Net Promoter Scores (NPS), Member Retention Rate, Digital Adoption Rate, Mobile App Engagement, Website Analytics, etc. and develops and executes plans to achieve related goals

Provides strategic leadership across assigned credit union functions. Establishes and executes short- and long-term goals and oversees sales and service performance standards to ensure effective member experience performance and improvement initiatives

Promotes organizational growth by serving as a brand ambassador to members and in the community to position the credit union as a community leader, community partner, and competitive service provider

Attends Board Meetings, serves as a non-voting member of the Audit Committee (ex officio) and serves on required committees, including Executive, ALCO, Allowance for Credit Loss, and Enterprise Risk Committees

Supports the credit union’s vision, mission, values, and goals by delivering service aligned with Service Promises, fostering teamwork, and demonstrating product knowledge, while ensuring compliance with bylaws, policies, procedures, and regulations, and contributing to departmental and organizational performance

Performs other related duties as assigned and works on special projects as assigned

Qualification

Strategic LeadershipMarketing StrategyDigital Delivery ManagementMember Experience DesignPublic RelationsTeam DevelopmentCustomer ServiceBudget ManagementData AnalysisCommunication Skills