SVP, Member Experience Center

The Senior Vice President, Member Experience or Contact Center is responsible for leading the strategic direction, operational performance, and continuous improvement of the credit union's virtual member engagement channels. This role oversees the delivery of exceptional service and sales, relationship deepening, data-driven, digitally fluent, across voice, chat, messaging, interactive teller machines, and other emerging virtual service platforms. The SVP will advance an omnichannel service model who can transform the call center from a reactive service function into an omnichannel member experience engine that strengthens first
-contact resolution, deepens relationships, improves efficiency, supports enterprise growth and ensures scalable operational excellence for a $3+ billion credit union.

• Develop and execute a comprehensive Member Experience Center strategy aligned with the credit union's growth strategic vision and critical metrics, member experience priorities, and enterprise service excellence.
• Lead the evolution of the Member Experience Center into a high-performing omnichannel engagement hub supporting voice, chat, messaging, digital servicing, ITM support, and future virtual service capabilities.
• Establish clear performance expectations, effective and efficient operating disciplines, and executive-level reporting routines to drive accountability, service consistency, high member and employee engagement and measurable business outcomes.
• Champion innovation through the thoughtful use of automation, artificial intelligence, self- service capabilities, and data-driven decision making to improve member and employee experiences.

• Provide executive oversight for daily operations, including inbound and outbound member service, centralized sales support, digital servicing, escalation management, and virtual service delivery.
• Ensure achievement of service-level commitments through effective staffing models, workforce management practices, forecasting, scheduling, quality monitoring, and performance coaching.
• Identify opportunities to improve speed, accuracy, efficiency, and consistency while balancing member experience, employee capacity, risk management, and cost effectiveness.
• Build a culture of continuous improvement by using state of the art operational analytics, member feedback, process reviews, and quality assurance insights to strengthen performance.

• Drive membership growth, loan production, deposit growth, and relationship expansion through consultative conversations that identify member needs and connect members with appropriate solutions.
• Establish a balanced service-and-sales culture that prioritizes member trust, needs-based recommendations, ethical sales practices, and measurable production outcomes.
• Partner with marketing, business development, branches, lending, digital, and other enterprise teams to support campaigns, promotions, product adoption, and member engagement initiatives.

• Champion a member-first culture focused on ease, empathy, accuracy, timely resolution, and consistent delivery of the credit union's service promise.
• Oversee quality assurance programs, call and interaction monitoring, calibration sessions, coaching standards, and service recovery practices.
• Leverage member feedback, complaint trends, journey insights, and operational data to reduce friction, improve resolution, and enhance the overall member experience.

• Partner with Information Technology,…