Chief Experience Officer

Red Canoe Credit Union hires passionate, knowledgeable, and dependable individuals who are committed to making a difference. As a not-for-profit financial institution owned by our members, we believe in the value of people over profit. If you're looking for a place to start a rewarding career you can be proud of, then Red Canoe might be the place for you.

We've been a cooperative since 1937. That means any money we earn goes back to our members, not into the pockets of stockholders like a bank. For more than 80 years, we've held the traditions of credit unions near and dear to our hearts. We are not for profit, but for people.

Red Canoe Credit Union has 10 branches spread across Washington and Oregon. We even have members living in all 50 states. But Red Canoe is still a local credit union at its core. For us, being local means an ongoing commitment to go beyond serving our members and giving back to the communities we call home. At Red Canoe, we strive to make a difference in the lives of our neighbors.

POSITION PURPOSE - The Chief Experience Officer (CXO) at Red Canoe Credit Union will be responsible for driving an exceptional member experience across all touchpoints, with oversight of marketing, operations, and retail branches. This executive role will focus on aligning these functions to enhance member satisfaction, grow the credit union's market presence, and ensure operational efficiency. As a key member of the executive leadership team, the CXO will play a critical role in shaping the credit union's future strategy, leveraging technology and data to create a seamless, innovative, and member-centric experience.

In this role, the CXO will focus on growing the credit union's brand, driving revenue through marketing strategies, optimizing branch performance, and overseeing the implementation of efficient operations that meet evolving member needs.

KEY RESPONSIBILITIES

Strategic Leadership

• Develop and implement a comprehensive member experience strategy across marketing, operations, and retail branches that align with the credit union's growth objectives.
• Partner with the CEO and executive team to ensure that member experience initiatives support overall business goals, including revenue growth, member retention, and market expansion.
• Champion a member-first culture across the organization, ensuring that every interaction reflects the credit union's core values.
• Foster an internal culture that supports innovation, collaboration, and a member-first mindset.
• Work closely with HR to ensure that all staff, particularly branch employees, are equipped with the training and tools necessary to deliver superior service.

Marketing Leadership

• Oversee the creation and execution of marketing strategies that promote member acquisition, retention, and engagement, ensuring that all campaigns are aligned with the credit union's brand and goals.
• Drive personalized marketing efforts using data analytics and segmentation to reach key member demographics and increase product adoption.
• Ensure consistent branding, messaging, and communication across all channels, including physical branches, websites, mobile apps, and social media platforms.

Operations & Efficiency

• Lead operational strategies to streamline processes, reduce costs, and improve service delivery across all member interactions.
• Implement technology solutions to automate and optimize operations, enhancing member experience and operational efficiency.
• Monitor operational performance metrics and drive continuous improvement initiatives that enhance member satisfaction while ensuring compliance with industry regulations.

Retail Branch Network Management

• Oversee the strategy and management of retail branch operations, ensuring that branches are positioned to meet the financial needs of members while delivering personalized, high-quality service.
• Innovate branch operations by integrating technology solutions, enhancing face-to-face interactions, and maintaining a seamless omnichannel experience for members.
• Lead efforts to optimize the branch network, including decisions on branch locations, staffing, and service offerings based on member preferences and local market needs.

Member Data & Analytics

• Utilize member data analytics to drive personalized experiences, optimize service delivery, and inform business decisions.
• Monitor and report on key performance indicators (KPIs) such as Net Promoter Scores (NPS) and operational efficiency metrics to assess the effectiveness of member experience initiatives.
• Establish a data-driven approach to continuously improve member touchpoints and increase member engagement.

Cross-functional Collaboration

• Collaborate with other senior leaders to align operations, marketing, and branch strategies with digital transformation, financial targets, and risk management goals.
• Work with HR to implement training and development programs that empower branch staff to deliver exceptional, consistent member service.

Compliance & Risk Management

• Ensure all operations, marketing strategies, and member services comply with state and federal regulations, including data privacy laws and industry standards.
• Collaborate with compliance and risk management teams to mitigate operational risks related to member experience initiatives and new product rollouts.

Community & Member Engagement

• Lead community involvement initiatives that reinforce the credit union's commitment to serving its local regions and members.
• Develop and oversee corporate social responsibility (CSR) programs that align with credit union values and enhance member trust and loyalty.

Qualifications

• Bachelor's degree in business, Marketing, Finance, or related field, preferred.
• 10+ years of senior leadership experience in financial services, marketing, or operations, with a demonstrated track record of improving customer/member experience.
• Proven experience integrating technology into business operations.
• Strong understanding of the financial services industry, particularly credit unions, including trends, regulations, and market dynamics.
• Experience leading multi-regional retail operations and scaling business in new markets.
• Demonstrated ability to use data and analytics to drive decision-making and optimize business strategies.
• Excellent leadership, communication, and collaboration skills, with a track record of building and leading high-performing teams.

Red Canoe Credit Union provides the following benefits to all employees.

• Medical, Dental & Vision Insurance
• Employee Assistance Program
• Life Insurance
• 401K with employer match
• Wellness Program
• Flexible Spending Account
• PTO leave
• Paid Jury Duty Leave
• Paid volunteer time

A few more perks

• Annual logo wear allowance
• Gym Reimbursement
• Tuition Reimbursement for full time employees
• Employee loan discount

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