Vice President of Member Experience

Selfreliance Federal Credit Union is seeking an experienced Vice President of Member Experience to lead the Credit Union’s member experience strategy and the performance of key member-facing functions, including Member Service (Personal Banking), Call Center, Teller Operations, and Back Office Operations. This leader will be responsible for delivering a consistent and exceptional member experience while strengthening employee performance, member growth, service quality, and continuous improvements.

This position serves as the business owner of the member experience. Reporting to the COO and partnering with executive leadership, the VP of Member Experience will use member feedback, operational data, industry trends, and competitive insights to improve service, deepen member relationships, strengthen product adoption, and advance strategic initiatives across the organization.