VP​/Member Experience; Retail Banking and Branch Network

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full-time Regular Senior Management Pembroke Pines, FL, US

4 days ago Requisition

The VP, Member Experience is responsible for driving member growth, deposit expansion, and service excellence across all member-facing channels, including:

• Branch network
• Contact center
• Digital banking (online & mobile)

This role owns the end-to-end retail member experience, ensuring consistent delivery of high-quality service while achieving aggressive growth targets in memberships, deposits, and relationships. The position is accountable for P&L performance, channel productivity, and member satisfaction, with a strong emphasis on serving low- to moderate-income (LMI) communities and deepening member relationships.

• Own retail growth strategy across all channels
• Drive:
  • Membership growth
  • Core deposit growth (DDA, savings, CDs)
  • Product penetration per household
• Develop and execute community-based and SEG (Select Employer Group) growth strategies
• Partner with Marketing and Data teams to deploy targeted, behavior-based campaigns
• Lead initiatives to increase:
  • Direct deposit adoption
  • Debit/credit card usage
  • Loan cross-sell from retail channels
• Ensure consistent, high-quality member experience across:
  • Branches
  • Call center
  • Digital channels (Alkami or similar platforms)
• Establish and enforce service standards and SLAs
• Optimize channel mix strategy (branch vs digital vs call center)
• Self-service tools

• Oversee performance of all branch locations
• Drive:
  • Sales productivity
  • Staffing optimization
  • Local market penetration
• Evaluate branch footprint strategy:
  • Openings, relocations, consolidations
• Ensure strong community presence in Low to Moderate Income markets
• Lead call center operations with focus on:
  • First call resolution
  • Speed of answer
  • Quality assurance
• Integrate contact center into sales and relationship deepening engine
• Implement workforce management and performance analytics

• Oversee external business development team
• Build partnerships with:
  • Local governments
  • Healthcare systems
  • Schools and universities
  • Community organizations
• Expand financial literacy and outreach programs
• Ensure alignment with CDFI mission and grant requirements

• Own member experience strategy across channels
• Leverage tools (e.g., Member
  
  XP or similar) to:
  • Track NPS
  • Identify pain points
  • Drive continuous improvement
• Lead Voice of the Member program
• Reduce complaints and improve resolution times
• Own retail P&L including:
  • Deposit cost of funds
  • Fee income
  • Channel operating expenses
• Manage budgets and staffing models
• Partner with Finance (e.g., using Fiserv Vantage) for performance tracking

• Lead and develop:
  • Branch leaders
  • Contact center leadership
  • Business development team
• Build a high-performance, sales and service culture
• Implement coaching, scorecards, and incentive programs
• Ensure strong succession planning

• Membership growth rate
• Net new households

• Card usage (debit & credit)

• Net Promoter Score (NPS)
• Call center SLAs (speed of answer, abandonment rate)
• Branch profitability
• Digital vs branch transaction mix

• Bachelor’s degree required (Business, Finance, or related field)
• MBA preferred

• 10+ years in retail banking leadership (credit union or bank)
• Proven success leading multi-channel retail operations
• Experience managing:
  • Branch networks
  • Contact centers
  • Digital banking initiatives
• Strong track record of growth + service improvement simultaneously

• Strategic thinking and execution
• Sales leadership and coaching
• Member-centric mindset
• Operational excellence
• Change management
• Community and relationship building

• Credit union experience (strongly preferred)
• Experience in LMI/CDFI environments
  • Familiarity with:
    Alkami, Fiserv DNA
• Bilingual (English/Spanish or Creole) a plus