AVP, Member Experience

Member Experience Leader serves as the enterprise owner of member experience strategy, insight, and coordination across the Credit Union. This role partners directly with department heads to identify friction, strengthen service consistency, and leverage member feedback to drive measurable improvements across member journeys, channels, new product development, and support functions. This leader drives cross-functional accountability for experience outcomes by overseeing survey governance, SLA discipline, and enterprise prioritization of the highest-impact opportunities to improve loyalty, retention, and ease of doing business, while supporting executive leadership in advancing key member experience priorities and initiatives.