Chief Member Experience Officer

TopLine Financial Credit Union has been a member-owned financial services cooperative since 1935. We are looking for outgoing individuals to join our TopLine team that is dedicated to building life-long relationships to help our members reach and manage their financial goals.

Owns the member experience end to end, from the first impression a prospective member forms of TopLine through every interaction that follows, across marketing and communications, retail branch operations, the Member Care Center, and the operational support that makes service consistent. The Chief Member Experience Officer serves as the primary thought leader of TopLine’s member-centric strategy and binds these functions into one connected member journey, so that the promise TopLine makes in the market is the experience members actually receive at the branch, on the phone, and through every digital channel.

The CXO ensures the brand promise created through marketing is reliably fulfilled through every interaction, closing the gap between promise and delivery. Success is measured by member outcomes, growth, retention, satisfaction, and deepening relationships, not by activity counts or sales volume alone.

The Member Journey This Role Owns:

The credit union’s member-experience philosophy is to manage the members life cycle and journey. This role owns that journey as a single, designed, measured system across six stages:

• Aware.  How prospective members come to know and trust TopLine, brand, reputation, community presence, and marketing.
• Join.  How easily and confidently a member opens a relationship across every channel.
• Onboard.  How well a new member is welcomed, set up, and shown the value of belonging in the first 30/90/180 days.
• Serve.  How consistently and competently members are served day to day at the branch and on the phone.
• Deepen.  How TopLine helps members to their “nexts,” more products, deeper relationships, greater financial well-being.
• Retain.  How TopLine keeps members, develops advocacy and grows their loyalty over the life of the relationship.

Qualifcations:

•         Bachelor’s degree in business, finance, marketing, operations or a related field required. MBA or other advanced degree strongly preferred.
•         Twelve or more years of progressive leadership experience, including senior executive responsibility over multiple member-facing or customer-facing functions.
•         Financial services experience is essential.  Credit union experience is preferred; however, qualified banking and financial services leaders looking to bring their experience to the credit union movement are encouraged and welcomed.
•         Demonstrated strategic project management and execution.  A proven record of translating strategy into prioritized projects and delivering measurable results across functions, on time and on plan.
•         Demonstrated experience leading more than one of marketing, retail/branch operations, contact center, or member/customer experience, ideally connecting them into one journey.
•         Proven record of building measurement and reporting capability and managing on data and member outcomes rather than activity.
•         Demonstrated experience with process improvement and change management (Lean, Six Sigma, BPM, or equivalent) preferred.
•         Strong knowledge of the legal and regulatory environment as it relates to member-facing operations.
•         Excellent written and verbal communication, with the executive presence and relationship-building skills to represent the credit union to the Board, the community, and industry peers.

Salary Range: $164,997.26 - $219,996.34 (salary)

Benefits:

•         401(k) with Employer Match
•         Dental
•         Disability Insurance
•         Employee Perks
•         Flexible Spending Accounts
•         Life Insurance
•         Medical
•         Paid Holidays
•         Paid Time Off
•         Pet Insurance
•         Referral Program
•         Vision

Ready to take the next step with us, apply now at https://www.toplinecu.com/careers.

At TopLine Financial Credit Union, we celebrate diversity by offering a work environment that is shaped by individual respect and mutual trust where every individual can thrive. We are proud to be an Equal Opportunity/ Affirmative Action Employer committed to diversity in the workplace and comply with all applicable federal, state, and local laws regarding non-discrimination and affirmative action.