Vice President of Member Experience Greater Phoenix, AZ Area

The Company is seeking a Vice President of Member Experience to take on a strategic, member-centric leadership role. The successful candidate will be accountable for the end-to-end member experience across all channels, including branch, digital, contact center, and back-office. This role is highly consultative, requiring partnership with key internal stakeholders to drive service innovation and excellence, with a focus on positively impacting member touchpoints and driving member loyalty and growth. The VP will be responsible for defining and advancing the member experience across all lines of business, ensuring that products and tools are member-centric and evolving to meet the needs of a fast-paced, ever-evolving technological environment. Applicants must have a Bachelor's degree in a relevant field, with a Master's degree preferred, and at least 10 years of progressive omni-channel experience. A strong background in service design and transformation within a multi-channel environment is essential, as is a proven track record of leadership in member or customer experience. The role requires strategic and systems thinking, experience in measurement and analytics, change management, and transformation leadership. The ideal candidate will have executive communication skills, the ability to influence without authority, and financial acumen to develop business cases and quantify ROI. Proficiency in CRM and experience platforms, digital analytics, and member-feedback tools is necessary, as is a working knowledge of financial services products and the regulatory environment. Professional certifications in customer experience, service design, or related fields are preferred.

Hiring Company

Desert Financial Credit Union