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VP of Member Experience - Job Opportunity at Matanuska Valley Federal Credit Union

Palmer, US
Full-time
Executive
Posted: May 11, 2025
On-site
USD 153,338 - 225,497 per year

Benefits

Competitive 401(k) with employer matching indicating strong retirement focus
Comprehensive health and wellness benefits package suggesting holistic employee care
Liberal paid time off policy promoting work-life balance
Tuition reimbursement program demonstrating investment in employee development
Professional development opportunities showing commitment to career growth

Key Responsibilities

Lead strategic member experience transformation across all channels
Develop and execute comprehensive member growth and retention strategies
Design and implement omnichannel experience frameworks
Establish and monitor experience metrics and KPIs
Drive cross-functional process optimization initiatives
Build and mentor high-performing service teams
Implement Voice of Member programs and analytics
Partner with Marketing, Technology, and Product teams

Requirements

Education

Bachelor's degree required; MBA or advanced degree preferred

Experience

10 years progressive leadership experience in financial services, including at least 5 years specifically in member/customer experience strategy

Required Skills

Strategic thinker capable of practical execution Data-informed decision-maker with strong member empathy Proven change leader with the ability to influence organizational culture Innovative mindset with a high degree of digital proficiency Executive presence with exceptional stakeholder management skills Superior communication and interpersonal skills
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Sauge AI Market Intelligence

Industry Trends

Credit unions are increasingly focusing on digital transformation to compete with fintech disruptors, making member experience leadership crucial for survival The rise of mobile-first banking solutions is driving demand for executives who can bridge traditional service models with digital innovation Regional financial institutions are investing heavily in customer experience to differentiate themselves from national banks

Salary Evaluation

The offered salary range of USD 153,338 - 225,497 aligns with market expectations for senior CX leadership in regional financial institutions, though it may be slightly below major metropolitan areas

Role Significance

Likely overseeing 20-50 staff across branches and contact center operations based on typical credit union structure
C-suite adjacent position with direct influence on strategic direction and member growth initiatives

Key Projects

Digital platform transformation initiatives Service channel integration programs Member journey redesign efforts Voice of Member program implementation

Success Factors

Ability to balance traditional credit union values with digital innovation Strong change management capabilities in a regulated environment Data-driven decision making while maintaining personal touch Cross-functional leadership skills spanning operations and technology

Market Demand

High demand position due to increasing focus on digital transformation in financial services and the critical nature of customer experience in competitive differentiation

Important Skills

Critical Skills

Digital transformation leadership - essential for modernizing member services Change management expertise - crucial for implementing new service models Data analytics proficiency - vital for measuring and improving member experience Strategic planning capability - key for competitive positioning

Beneficial Skills

Knowledge of Alaska's unique banking environment Experience with credit union regulatory framework Familiarity with rural banking challenges Understanding of community development principles

Unique Aspects

Rare executive opportunity in Alaska's financial services sector
Combination of digital transformation with community banking values
Significant influence in shaping regional banking experience

Career Growth

Typical tenure of 3-5 years before advancement to C-suite positions

Potential Next Roles

Chief Experience Officer (CXO) Chief Operating Officer (COO) CEO of smaller financial institution Regional President of larger financial institution

Company Overview

Matanuska Valley Federal Credit Union

Matanuska Valley FCU is a community-focused credit union serving Alaska's Matanuska Valley region with emphasis on personalized service and local economic development

Regional leader in community banking with strong local presence and member relationships
Significant player in Alaska's financial services market with deep community roots
Collaborative environment emphasizing community impact and employee development with strong focus on work-life balance
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