Chief Experience Officer (CXO)

Chief Experience Officer (CXO) About the Company Well-established credit union IndustryFinancial Services TypeNon Profit Founded1937 Employees201-500 Specialties 90 day no pay auto loansmortgage loansbusiness loanslow interest credit cardsrewards credit cardsrefinancingcdshealth savings accountssavings accountskickback checkingsave to wincommunity involvementservant leadershiphigh yield savings accountsfinancial counselingdebt assistancemobile bankingfinancial educationfraud preventionscam awarenessand culture About the Role The Company is seeking a Chief Experience Officer (CXO) to serve as a strategic and servant leader, driving the retail banking and member experience strategy across all member-facing channels. The CXO will be responsible for ensuring a consistent, relationship-based experience that enhances member loyalty, fosters sustainable growth, and supports the company's mission of helping members thrive financially. This executive will provide leadership for the branch network, digital branch, consumer lending delivery channels, and various member experience programs. Key responsibilities include owning and executing the retail banking and member experience strategy, driving member growth and retention, and championing a culture of accountability, coaching, and continuous improvement. The CXO will also be accountable for operational performance, leadership effectiveness, and team member capability across the retail organization. Candidates for the CXO position at the company should have a Bachelor's degree in business, finance, or a related field, with at least 10 years of progressive leadership experience in retail banking or credit union operations. A deep understanding of branch operations, digital service delivery, consumer lending, and relationship-based banking is essential. The role requires a leader with a proven track record in driving sustainable growth, building high-performing teams, and utilizing data and technology to enhance service quality and member outcomes. The ideal candidate will be a collaborative enterprise leader, capable of aligning strategies across the organization and advocating for member and frontline insights in decision-making. Key competencies include the ability to create and sustain exceptional member experiences, lead transformation efforts, and demonstrate a commitment to humility, accountability, and integrity in leadership. Hiring Manager TitlePresident/CEO Functions MarketingOperationsSales/Revenue