WealthCU

Chief Growth & Experience Officer

San Jose, CA (On-site)

$240K/yr – $270K/yrSenior Level10+ years expFull time

Posted 4 months ago

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Job Summary

Lead member experience strategy at a senior executive level to drive adoption, engagement, and growth across channels.

  • Own strategic member experience across digital, branch, and call center delivery.
  • Must-have: 10–15 years in financial services with 5–7 years executive.
  • Standout: Proven transformation of member experience and cross-channel outcomes through partnerships and change programs.

Job Description

Responsibilities

  • Execute a member experience strategy resulting in increased product and service adoption, increased member engagement, and strong organizational performance.
  • Provide strategic leadership and direction to all delivery channels including the Credit Union’s digital/remote channels, branch network and call center.
  • Innovate and create strategies to drive growth in emerging markets and other geographical areas. Monitor results and outcomes, adjusting as needed to ensure organizational benefit.
  • Evaluate and anticipate member product/service needs and channel usage using advanced data analytics and align the Credit Union’s member experience strategy accordingly.
  • Ensure alignment with the Credit Union’s vision, strategy and brand promise in order to achieve market differentiation.
  • Actively participate in setting the strategic direction of the Credit Union.

Requirements

  • 10 to 15 years of similar or related experience with a minimum of 5-7 years at the executive level in a financial institution or fintech.
  • Proven track record of transforming the member experience across all touchpoints utilizing best practices and innovative solutions.
  • Strong background in change management, strategy execution and driving transformation.
  • Extensive experience developing strategic partnerships with third-party providers in order to deliver an exceptional member experience.
  • Executive management skills with the ability to oversee multiple functional areas including management and senior management level executives.
  • Our preferred candidate will have a bachelor’s degree in a related field.
  • Advanced degree preferred.