VP / Member Experience (Retail Banking and Branch Network)
hace 4 días
Pembroke Pines
Job Description The VP, Member Experience is responsible for driving member growth, deposit expansion, and service excellence across all member-facing channels, including: • Branch network, • Contact center, • Digital banking (online & mobile), • Business development / community engagement This role owns the end-to-end retail member experience, ensuring consistent delivery of high-quality service while achieving aggressive growth targets in memberships, deposits, and relationships. The position is accountable for P&L performance, channel productivity, and member satisfaction, with a strong emphasis on serving low- to moderate-income (LMI) communities and deepening member relationships. Key Responsibilities Retail Growth & Revenue Leadership • Own retail growth strategy across all channels, • Drive:, • Membership growth, • Core deposit growth (DDA, savings, CDs), • Product penetration per household, • Develop and execute community-based and SEG (Select Employer Group) growth strategies, • Partner with Marketing and Data teams to deploy targeted, behavior-based campaigns, • Lead initiatives to increase:, • Direct deposit adoption, • Debit/credit card usage, • Loan cross-sell from retail channels Omnichannel Service Delivery • Ensure consistent, high-quality member experience across:, • Branches, • Call center, • Digital channels (Alkami or similar platforms), • Establish and enforce service standards and SLAs, • Optimize channel mix strategy (branch vs digital vs call center), • Lead digital adoption initiatives:, • Online account opening, • Digital service, • Self-service tools Branch Network Leadership • Oversee performance of all branch locations, • Drive:, • Sales productivity, • Staffing optimization, • Local market penetration, • Implement universal banker / sales culture, • Evaluate branch footprint strategy:, • Openings, relocations, consolidations, • Ensure strong community presence in Low to Moderate Income markets Contact Center Excellence • Lead call center operations with focus on:, • First call resolution, • Speed of answer, • Quality assurance, • Integrate contact center into sales and relationship deepening engine, • Implement workforce management and performance analytics Business Development & Community Engagement • Oversee external business development team, • Build partnerships with:, • Local governments, • Healthcare systems, • Schools and universities, • Community organizations, • Expand financial literacy and outreach programs, • Ensure alignment with CDFI mission and grant requirements Member Experience & Voice of Member • Own member experience strategy across channels, • Leverage tools (e.g., MemberXP or similar) to:, • Track NPS, • Identify pain points, • Drive continuous improvement, • Lead Voice of the Member program, • Reduce complaints and improve resolution times Financial & Operational Performance • Own retail P&L including:, • Deposit cost of funds, • Fee income, • Channel operating expenses, • Manage budgets and staffing models, • Drive efficiency improvements:, • Cost per account, • Transactions per FTE, • Partner with Finance (e.g., using Fiserv Vantage) for performance tracking Leadership & Talent Development • Lead and develop:, • Branch leaders, • Contact center leadership, • Business development team, • Build a high-performance, sales and service culture, • Implement coaching, scorecards, and incentive programs, • Ensure strong succession planning Key Performance Indicators (KPIs) Growth • Membership growth rate, • Net new households, • Deposit growth (total + core deposits), • Loan growth, • Products per member Engagement • Direct deposit penetration, • Active digital users, • Card usage (debit & credit) Service • Net Promoter Score (NPS), • Member satisfaction (CSAT), • Complaint volume & resolution time, • Call center SLAs (speed of answer, abandonment rate) Efficiency • Cost per member, • Branch profitability, • Transactions per FTE, • Digital vs branch transaction mix Qualifications Education • Bachelor’s degree required (Business, Finance, or related field), • MBA preferred Experience • 10+ years in retail banking leadership (credit union or bank), • Proven success leading multi-channel retail operations, • Experience managing:, • Branch networks, • Contact centers, • Digital banking initiatives, • Strong track record of growth + service improvement simultaneously Core Competencies • Strategic thinking and execution, • Data-driven decision making, • Sales leadership and coaching, • Member-centric mindset, • Operational excellence, • Change management, • Community and relationship building Preferred Experience • Credit union experience (strongly preferred), • Experience in LMI/CDFI environments, • Familiarity with: Alkami, Fiserv DNA, • Bilingual (English/Spanish or Creole) a plus