AVP, Member Experience

🔥 11 hours ago

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Chevron Federal Credit Union

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1935

🏦 Banking

💸 Finance

🤝 Non-profit

Banking • Finance • Non-profit

Chevron Federal Credit Union is a member-owned, nonprofit financial cooperative serving Chevron employees, partners, and eligible communities. It provides consumer-focused banking services including checking and savings accounts, mortgages, auto and personal loans, credit cards, and digital/mobile banking. The credit union emphasizes competitive rates, shared-branch and ATM access, financial guidance, and member-oriented support and relocation services.

📋 Description

• Serve as the enterprise lead for member experience, partnering with business department leaders to improve member journeys, reduce friction, and strengthen consistency across channels. • Diagnose and resolve member and employee-facing process breakdowns through hands-on collaboration with frontline, operations, lending, digital, and support teams. • Own enterprise survey governance, survey standards, and vendor relationships, ensuring feedback data is translated into prioritized actions and measurable improvement. • Set, track, and reinforce service-level expectations for key member-facing processes across departments, elevating accountability and visibility with leadership. • Lead the cross-functional Member Experience Committee and related forums, prepare data-driven updates, tracking action items, and escalating stalled progress when needed. • Consolidate transactional and relational feedback into enterprise insights, identify recurring themes, and curate top priorities for improving loyalty, retention, and ease of doing business. • Provide regular reporting to executive leadership and strategic forums on member experience trends, service metrics, progress on improvement initiatives, and business impact. • Lead or participate as part of the team for Credit Union-wide initiatives and projects, as needed. • Support executive leadership in shaping and advancing priority member experience initiatives by coordinating insights, preparing materials, and helping drive follow-through across cross-functional efforts. • Partner with department heads to ensure detractor recovery, follow-up discipline, and experience improvement efforts are coordinated and sustained across the enterprise.

🎯 Requirements

• 5+ years of progressive experience in member experience, customer experience, retail banking, operations, process improvement, or a closely related field required. • Bachelor’s degree in business, organizational leadership, marketing, communications, or a related discipline preferred. • Experience leading cross-functional initiatives, using voice-of-member data, and driving measurable service or process improvement strongly preferred. • CCXP (Certified Customer Experience Professional) certification or similar CX credential preferred. • An equivalent combination of education and experience may substitute for the stated qualifications.

🏖️ Benefits

• Bonus/incentives for all regular employees • 401(k) with 8% company contribution • Medical, dental, and vision insurance for employees and dependents paid at 80% • PTO and paid sabbaticals • Tuition reimbursement