For more than 75 years, Northwest Federal Credit Union (NWFCU) has been dedicated to serving its communities and providing exceptional service to its member throughout Northern Virginia and Maryland with branches in Arlington, Ashburn, Chantilly, Gainesville, Herndon, Manassas, McLean, Middleburg, Vienna, and Rockville, MD. NWFCU is seeking a passionate and visionary Chief Member Experience Officer (CMXO) to lead its efforts in delivering unparalleled member-centric excellence.
As a vital member of the executive team, the CMXO will spearhead strategic initiatives to enhance the overall member experience throughout various retail channels. By cultivating service excellence within the branch network, call center, and retail operations teams, the CMXO will develop and execute strategies resulting in member growth and retention. Collaborating with other executives across the organization, the CMXO serves as a key contributor to developing the overall strategic direction for the credit union.
Responsibilities
Serve as a key member of the executive leadership team, assisting in the development and promotion of the strategic direction for the credit union
Develop and implement viable short and long-term business plans supporting the strategic direction
Design and implement plans, programs, systems, policies and procedures to promote the credit union's mission and vision, ensuring a unified and excellent member experience at all touchpoints
Collaborate with other executives and business lines to ensure enterprise-wide strategies and business plans are aligned and properly supporting an enhanced member experience
Promote organizational efficiencies to improve the quality and quantity of member service; leverage technology and systems to enhance productivity and results
Develop and execute digital transformation efforts within the various member channels, ensuring the most effective and efficient product and service delivery
Oversee the allocation and management of resources to achieve organizational goals while nurturing internal and external partnerships to ensure alignment with the credit union's brand and values
Lead and manage performance of the teams within the MX division; provide ongoing coaching, mentoring, and development for all direct and indirect reports
Ensure communication and leadership efforts support the mission, vision and overall strategies for the credit union
Integrate net promoter scoring and other key performance indicators (KPIs) to measure and report member behavior, feedback and needs as well as performance indicators to assist in data driven decisioning
Remain informed of the credit union's market position and industry trends; formulate strategies and plans to continually promote member growth and profitability
Serve as a community ambassador for the credit union, supporting outreach efforts in alignment with the credit union's mission and strategic direction
Ensure compliance with all federal and state rules and regulations and credit union policies and procedures.
Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)
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Qualifications
Bachelor's degree or equivalent experience; advanced education, such as an MBA preferred
Ten years of similar or related experience; C-suite experience strongly preferred
Proven experience in building and sustaining relationships and leading functional areas
Extensive experience in retail banking and call center management required
Strong analytical skills to observe and analyze data for innovative solutions
Demonstrated decision-making ability within the discipline and authority for the role
Excellent communication. leadership, collaboration, and coaching skills
Ongoing learning through relevant certification, workshops, and conferences
EEO Notice
Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.
NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or HRDepartment@nwfcu.org.
