Chief Experience Officer

Role:

The Chief Experience Officer is a senior executive responsible for driving sustainable growth through strategic planning , marketing leadership , and community impact initiatives . This role unifies enterprise strategy with external engagement overseeing Marketing, Community Development, and key stakeholder relationships to strengthen the credit union's market position, accelerate member acquisition and deposit growth, and advance measurable social outcomes aligned with our mission.

Essential Functions & Responsibilities:

• Develop and execute strategic plans that align financial growth with leveraging best practices in design and user experience. Responsible for gaining organizational efficiencies, brand management, product marketing and multi-channel campaigns to drive acquisition and engagement.



• Partner with executive leadership to ensure cross-functional alignment on growth priorities and a sustainable culture of excellence.



• Implement marketing automation and leverage AI for targeted campaigns and performance optimization based on member insights and feedback.



• Lead programs and partnerships that deliver measurable social outcomes and regulatory alignment.



• Coordinate with advocacy groups and trade associations to protect member and community interests.



• Build and maintain relationships with anchor employers, civic leaders, and industry influencers.



• Serve as the executive face of the credit union at high-value events and forums.



• Own budgets for Marketing and Community Impact; ensure expense control and ROI.



• Establish KPIs and dashboards for acquisition, CPA, ROI, brand awareness, and impact metrics.

Performance Measurements:

• Must comply with government and other regulations affecting the credit union industry including, but not limited to, OFAC and the Bank Secrecy Act.



• Meets or exceeds performance expectations as described in Essential Functions and Responsibilities.



• Please refer to Annual Performance Goal document for remaining Performance Measurements.

Knowledge and Skills:

Experience: At least 15 years similar or related experience.

Education: (1) A master's degree, or (2) a bachelor's degree plus professional certification (e.g., CPA).

Interpersonal Skills: Work frequently involves exercising advanced conflict resolution, giving material presentations, and resolving issues impacting multiple departments or divisions. Role also requires the ability to motivate or influence others as a material part of the role, with a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the role and a high level of interpersonal skills is critical to the success of this position.

Other Skills:

• Excellent business writing skills



• Excellent public speaking skills



• Excellent critical thinking and analytical skills



• Excellent listening skills



• Excellent organizational skills



• Excellent personnel management skills



• Excellent motivational and team building skills



• Proficiency in Microsoft Word, Excel, and Outlook

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle controls; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment: Work is performed indoors in an office environment with normal potential for exposure to safety and health hazards. May periodically travel to other, similar sites. The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.