Chief Member Experience Officer
Posted on: September 23, 2022
Nusenda Credit Union is dedicated to excellent member service,
care for our community, and being a great place to work. We work to
make a positive difference in the lives and communities of the
people we serve and help them achieve their financial goals.
Diversity, equity, and inclusion are part of our culture and
We invest in people and their careers. Our competitive employee
benefits include competitive healthcare programs, a fully paid
pension plan and 401(k) matching contributions, and professional
development and tuition reimbursement.
Thank you for your interest in joining the Nusenda team!
We are currently seeking a Chief Member Experience Officer. In this
role you'll be responsible for the oversight and development of
Member Experience (Branch Experience and Branch Operations) and
Investment Services departments. You'll assume specific
responsibility for directing the delivery of services to members
through our branch and virtual network to ensure an exceptional
member experience and satisfaction levels, employee satisfaction,
productivity, profitability, and growth. You will serve as part of
the leadership team, contributing to the development and
implementation of the organization's strategic plan. This role
reports to the EVP of Operations.
To thrive in this role, you should have ten to fifteen years of
similar or related leadership experience working on policies,
operational development, and strategic service delivery. A
bachelor's degree in business administration required, MBA
preferred. This position is equal parts leading member experience
interactions, motivating others, and fostering internal/external
relationships. This might be the role for you if you enjoy working
in an environment withsignificant contact with others,
problem-solving, building relationships, and a focus on our service
Key skills and experience include:
- Branch network oversight including various geographic markets
and channels including multiple branch types and virtual services
such as interactive/video teller machines, satellite locations,
teller and non-teller services etc.
- Oversight of licensed consumer investment and wealth management
teams, supporting strategic growth and utilization of
- A strong understanding of banking products and services,
success metrics, profitability, member retention, service recovery,
and employee engagement strategies.
- Effective leadership skills, including the capacity to serve as
a role model by demonstrating organizational values, upholding
employee performance management standards, and representing the
organization in the community.
- An in-depth understanding of and ability to manage multiple
business units working with multiple levels of the organization,
generating both immediate and long-term results.
- Strategic planning and project management skills with
demonstrated ability to contribute to the formulation of short and
long-range vision for the Credit Union in partnership with the
senior leadership team and board of directors.
- Strong analytical and problem-solving skills with exceptional
verbal and writing ability.
- Technically saavy with proficiency in Microsoft Office, IOS,
and other internal application/software programs. Familiarity with
online banking functionality to support competitive analysis and
mirrored experiences of in-person vs. electronic channels.
Leadership and Culture Fit Requirements:
Leadership: You are a teacher, a coach, and tough when you need to
be. You are transparent and always have an open door. You inspire
others to do their very best and continue to propel them throughout
Collaboration: You can work with the whole leadership team through
influence and relationship building. You can jump into a situation
with eagerness yet listen diligently and respectfully - without an
No Job Too Small: The role is critical, but there is no job too
small. While you will generate ideas and dream big, you will also
write documents, schedule your own meetings, calculate, analyze, or
validate information/data, understanding how processes work from
start to finish. Great detail and polish are a staple of our
The Facts and The Story: You can tell a story, motivate others, and
make a fierce presentation, but you are also fact based and can
organize information and your ideas into a solid business plan -
all while seeking feedback.
Passion: You want to work in a place where what WE do matters. You
love our community and want to make a difference in the lives of
those who live and work here. You seek to exceed expectations and
you take full ownership of everything with your name on it. It's
not a job, it's a passion.
Nusenda Credit Union is an equal opportunity employer. All aspects
of employment including the decision to hire, promote, discipline,
or discharge, will be based on merit, competence, performance, and
business needs. We do not discriminate on the basis of race, color,
religion, marital status, age, national origin, ancestry, physical
or mental disability, medical condition, pregnancy, genetic
information, gender, sexual orientation, gender identity or
expression, veteran status, or any other status protected under
federal, state, or local law.
Keywords: Nusenda, Albuquerque , Chief Member Experience Officer, Executive , Albuquerque, New Mexico
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