AVP of Member Experience Digital

Position Summary

The AVP of Experience + Growth-Digital Branch leads the digital branch to deliver superior member experiences, achieve growth targets, and ensure compliance across all remote channels, including video tellers, phone service center, phone sales center, chat, and video banking. This role translates enterprise strategies into digital-first execution plans and promotes a culture of sales, service, and continuous improvement. The AVP standardizes digital operations, ensures consistent service, manages performance, and upholds the credit union’s servant leadership values.

• Translate CGO-driven growth and experience strategies into digital-specific execution plans across video teller operations, phone center teams, and digital appointment functions.
• Lead and collaborate with Digital Branch Managers and Market Operations Lead to achieve digital market-level sales, service, and operational goals.
• Monitor digital branch performance metrics (call quality, handle time, video transaction throughput, appointment conversions, etc.) analyze results and implement tactical adjustments.
• Serve as the strategic link between digital-channel leadership and the CGO, providing insights, trends, and member feedback to influence enterprise strategies.
• Ensure consistent implementation of standardized digital workflows, escalation paths, and communication protocols.

• Ensure the digital branch proactively manages its book of business to deepen relationships, retain members, and increase product penetration through remote touchpoints.
• Lead proactive outreach strategies (digital appointments, outbound calling, targeted follow-ups, cross-channel referrals) to grow wallet share and strengthen loyalty.
• Execute the Full Relationship strategy in digital channels, ensuring teams identify members’ needs, present tailored solutions, and track follow-up actions.
• Partner with mortgage, consumer lending, and small-business teams to increase digital-originated production and streamline referral pathways.
• Coordinate with marketing to align digital campaigns, outbound initiatives, and digital engagement opportunities with enterprise efforts.

• Ensure operational consistency, efficiency, accuracy, and adherence to policies, procedures, scripting standards, and service protocols across all digital delivery channels.
• Partner with Market Operations Leads to maintain high audit performance, strong digital security controls, and compliance with regulatory expectations.
• Monitor channel-specific risks (fraud patterns, authentication challenges, information handling risk, call quality variances, and digital transaction exceptions).
• Identify and resolve obstacles impacting digital service delivery—improving workflows, technology usage, or staffing models where needed.
• Manage digital operating costs and resource allocation to ensure efficient, high-quality service.

• Provide direct leadership, coaching, and performance management for digital branch leaders, fostering a high-performing, connected, and empowered team culture.
• Build bench strength by developing leaders capable of managing multi-channel digital environments.
• Promote a culture of innovation, agility, and servant leadership—encouraging teams to adapt to new tools, processes, and member expectations.
• Evaluate, develop, and motivate team members to support strong performance and career progression.

• Maintain open, consistent communication with the CGO, providing timely insights regarding digital performance, member trends, and operational issues.
• Collaborate with other AVPs, IT, Lending, Marketing, and Operations teams to ensure coordinated execution of enterprise initiatives across both physical and digital channels.
• Represent the digital branch in cross-functional planning and contribute to strategies that strengthen Verve’s omnichannel experience.

• Bachelor’s degree in business, finance, management, or related field preferred; equivalent work experience considered.
• Seven years of…