Mid-Atlantic Federal Credit Union · 1 month ago
VP of Member Experience
Germantown, MD
Full-time
Onsite
Mid, Senior Level
$110K/yr - $130K/yr
5+ years expMid-Atlantic Federal Credit Union is seeking a Vice President of Member Experience who will be responsible for defining, measuring, and optimizing the entire member journey. This role will lead teams dedicated to excellence in branch experience, digital channel engagement, and service reliability, while implementing strategies to enhance member satisfaction and loyalty.
BankingFinancial ServicesNon Profit
Responsibilities
Develop and champion a comprehensive, multi-year Member Experience Strategy that directly aligns with the credit union's mission, retention, and growth objectives
Lead, mentor, and develop a high-performing team focused on service quality, fostering a culture of continuous improvement, accountability, and member advocacy
Establish and maintain a holistic, end-to-end view of the member journey, identifying pain points, friction areas, and moments of truth for priority improvement
Implement and manage organization-wide Member Experience (MX) metrics, such as Net Promoter Score (NPS), Quality Loop Score (QLS), and satisfaction surveys, reporting key insights to the executive team
Oversee change management initiatives that specifically relate to member-facing processes, ensuring changes enhance the experience rather than complicate it
Identify and implement industry best practices and innovative strategies to achieve benchmark-level member service quality
Provide comprehensive oversight of all branch locations, ensuring a consistent, welcoming, and high-quality service experience across the physical network
Instill a uniform "Experience First" culture across all branch locations and the online branch, emphasizing relationship development over transactional speed
Drive initiatives to enhance the in-branch member experience, focusing on personalized service, solution-oriented interactions, and transaction efficiency
Direct branch leadership to actively support business development activities by facilitating quality interactions that naturally lead to new memberships and product cross-selling
Monitor branch performance against service and engagement metrics, implementing solutions to optimize member satisfaction and loyalty
Serve as the business owner for the member-facing functionality of the credit union's online branch and digital banking platforms, ensuring a secure, intuitive, and highly functional experience
Collaborate closely with IT, Marketing, and vendors to prioritize and implement new digital features and enhancements based on member feedback and usage trends
Monitor digital adoption, usage, and service trends to proactively identify and improve digital service delivery friction
Oversee the reliability and service quality of essential member services, including card services (issuance, fraud monitoring, dispute resolution), payment processing (wires, ACH), and ATM network uptime
Design and implement a quality assurance program for all back-office processes (e.g., account opening, maintenance, service fulfillment) to ensure operational rigor minimizes member impact
Ensure operational compliance and risk mitigation efforts are executed with minimal friction or interruption to the member experience
Lead a Member Experience Council composed of leaders from IT, Lending, Marketing, and Compliance to ensure a unified approach to service delivery
Partner with Human Resources to develop and roll out service excellence training programs for all member-facing employees and managers
Represent the Member Experience function in strategic projects, ensuring that the member's perspective is the core driver of all final decisions
Qualification
Required
Bachelor's degree in Business, Finance, or a related field
Minimum of 5 years of progressive leadership experience in Member Experience, Service Design, or Operational Excellence within a financial institution
Demonstrated expertise in managing multi-channel service delivery (branch and digital) and integrating member feedback into strategic planning
Proven ability to lead, motivate, and develop high-performing, service-oriented teams
Exceptional ability to synthesize data (quantitative and qualitative) into actionable strategic recommendations
Excellent analytical, problem-solving, and decision-making skills
Exceptional communication (written and verbal), interpersonal, and presentation skills
PC proficiency in Microsoft Office Word and Excel
Preferred
Strong knowledge and understanding of XP Systems
Company
Mid-Atlantic Federal Credit Union
Mid-Atlantic Federal Credit Union offers financial solutions such as personal banking, business services, mortgages and loans.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Tamara Schiavone
Chief Financial Officer
Charlie C.
SVP, Chief Information Officer
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