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Chief Member Experience Officer

Company: Nusenda
Location: Albuquerque
Posted on: September 23, 2022

Job Description:

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 values.

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 experience.

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 services.
  • 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 their career.

    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 ego.

    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 organization's culture.

    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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