This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an AVP, Member Experience based in the United States.
This leadership role sits at the center of enterprise-wide member experience strategy, shaping how members interact across every channel, product, and service touchpoint. You will act as a key connector between executive leadership and operational teams, turning voice-of-member insights into actionable improvements that enhance satisfaction, loyalty, and retention. The role blends strategic oversight with hands-on problem solving, requiring a leader who can identify friction points, influence cross-functional teams, and drive measurable service improvements. You will oversee experience governance, service standards, and feedback systems, ensuring data is translated into meaningful action. In a highly collaborative environment, you will partner with senior stakeholders across departments to strengthen consistency and accountability. This is a high-impact position where your work directly shapes enterprise priorities and improves the overall ease of doing business for members.
Accountabilities:
- Serve as enterprise owner of member experience strategy, partnering with department leaders to improve member journeys, reduce friction, and ensure consistent service delivery across all channels.
- Diagnose and resolve process breakdowns impacting both members and employees by collaborating closely with frontline, operations, lending, digital, and support teams.
- Lead enterprise survey governance, including standards, vendor relationships, and the translation of feedback data into prioritized, actionable improvements.
- Establish and monitor service-level expectations across member-facing processes, reinforcing accountability and visibility at the leadership level.
- Chair and coordinate cross-functional member experience forums, ensuring action items are tracked, progress is maintained, and stalled initiatives are escalated appropriately.
- Consolidate transactional and relational feedback into enterprise insights, identifying recurring themes and prioritizing initiatives that improve loyalty, retention, and ease of engagement.
- Provide regular reporting and executive updates on member experience trends, performance metrics, and the impact of improvement initiatives.
Requirements:
- 5+ years of progressive experience in member experience, customer experience, retail banking, operations, or process improvement roles.
- Bachelor’s degree in business, marketing, communications, organizational leadership, or a related field preferred.
- Proven ability to lead cross-functional initiatives and drive measurable improvements using voice-of-customer or voice-of-member data.
- Strong analytical skills with the ability to interpret data, identify patterns, and translate insights into actionable strategies.
- Excellent written and verbal communication skills, including experience presenting to executive leadership and influencing stakeholders across functions.
- Experience working with dashboards, reporting tools, survey platforms, and Microsoft Office applications.
- Ability to lead through influence, build trust, and drive accountability without direct authority.
- Experience in financial services or credit union environments is a plus; CX certifications (e.g., CCXP) are advantageous.
Benefits:
- Competitive salary based on experience and geographic zone, with ranges up to approximately $179,000 depending on location.
- Annual incentive opportunity of 0–8% based on individual and organizational performance.
- 401(k) plan with strong employer contribution.
- Comprehensive medical, dental, and vision coverage for employees and dependents (majority employer-paid).
- Paid time off, sabbaticals, and work-life balance support.
- Tuition reimbursement and professional development opportunities.
- Inclusive, collaborative culture with employee engagement initiatives and community involvement activities.
- Strong focus on diversity, equity, and employee voice within the organization.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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