Elements Financial · 2 months ago
Vice President Experience & Member Engagement
Greater Indianapolis
Full-time
Hybrid
Senior Level, Lead/Staff
$114K/yr - $190K/yr
8+ years expElements Financial is a credit union serving over 100,000 members across the U.S. The Vice President of Experience and Member Engagement is a leadership role focused on enhancing member engagement and satisfaction through strategic initiatives and operational excellence.
BankingFinanceFinancial Services
Hiring Manager
Mariah Parker
Responsibilities
Serve as a subject matter expert in all areas of member experience including but not limited to: strategic planning; shaping initiatives that directly impact member engagement, satisfaction and loyalty; lead initiatives that enhance operational efficiency; and leveraging platforms such as CRM and digital tools
Create and enhance journey mapping programs and leverage analytics to identify pain points and opportunities across all member touchpoints throughout the credit union. Regularly review and act on these insights
Oversee training of member experience initiatives, Knowledge Base, and quality assurance programs to ensure staff proficiency and consistency in service delivery
Make recommendations for employees regarding training and development opportunities that will assist in their overall development and achievement of member and employee experience Service Level Agreements (SLAs)
Drive innovation in member services through data-driven insights, AI capabilities, and process improvements
Manage escalated member issues and ensure timely resolution
Identify and recommend technology and functionality improvements to include measurement of effectiveness of each channel and identify improvement opportunities
Demonstrate knowledge of all functional areas of credit union, including broad product knowledge and the financial drivers of the credit union. Possess the ability to utilize this information to make critical, influential, and strategic decisions
Define and execute the organization’s experience strategy, aligning with corporate goals
Manage the voice of the member programs (surveys, and complaint process) in respect to our target audience, including social media, Net Promotor Score (NPS), and focus group feedback to provide timely and relevant information regarding member preferences and improvements
Present to executive leadership findings and recommendations. This will include regular reporting of successes and areas of improvement
Champion a member-first culture by collaborating with cross-functional teams including Marketing, IT, Compliance, Sales, and Operations
Serve as a brand ambassador for Elements! Influence, inspire, and motivate across all functions and levels of the organization to bring the brand promise to life for our employees, members, and communities
Act as the internal advocate and voice of the members, influencing organizational decisions and priorities
Partner with community-based programs and external vendors to expand service reach and impact
Create and manage Service Level Agreements (SLA’s) for credit union members and employee optimization
Promote a culture of continuous improvement in knowledge, core competencies, skill sets, leadership, teamwork, relationship building, and overall performance to further enhance the member experience
Work to achieve the organization's overall strategic goals and vision
Maintain awareness of both the external and internal competitive landscape, opportunities for expansion, member growth, industry developments and standards. Be aware of any opportunities that the organization can leverage for growth and innovation
Lead cross-functional initiatives to improve member journeys, satisfaction, and engagement
Develop long-term plans to enhance member loyalty and deepen relationships with wallet share and business growth
Go beyond NPS—track member effort scores, retention rates, and advocacy metrics. Share results transparently and celebrate improvements
Involvement with Incident Response Initiatives to include adequate and timely communication during incidents and through post root cause analysis
Active involvement in the field by attending team meetings, branch and contact center visits, business development interactions with table events, educational classes and lunch and learns
Assist employees in the achievement of service objectives through coaching efforts, actions planning, and production of the team. This includes but is not limited to training, check-ins, shadowing, and giving feedback on how all employees interact with members and promote products and services
Continued education through certifications, forums, and conferences to allow for strategic ideation and peer development
Study top-performing credit unions and banks for innovative member engagement strategies (e.g., digital-first service, proactive outreach, personalized financial wellness programs)
Serve as a liaison to other functional areas to ensure department business objectives align
Qualification
Required
Bachelor's Degree or 8+ years of leading service initiatives
Effective leadership skills to influence across all levels of the organization
Strong collaboration and communication skills both orally and written
Well organized with a focus on strong multitasking skills
Proficient in market technology research
Ability to leverage skills, knowledge, and experience to invest in our community
Ability to foster an inclusive environment that promotes belonging
A focus on respect and excellent service to both external and internal (team) members
A proven track record of integrity with a demonstrated ability to build trust
Benefits
Additional bonus compensation is earned in this role.
Company
Elements Financial
Elements Financial is a financial services provider company.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
John Huesing
Chief Executive Officer
Recent News
2024-04-26
InvestmentNews
2024-04-26
2024-04-26
Company data provided by crunchbase