Chief Experience Officer (CXO)

USE Credit Union - San Diego, CA4.0

USE Credit Union

Job ID 2018-1106
Job Locations US-CA-San Diego
Category Executive Team
Type Regular Full-Time

More information about this job
Are you a dynamic leader who wants to translate your vision into action? USECU is the perfect place for you! As SVP, Chief Experience Officer (CXO) you will have the opportunity to partner with fellow Executive Team members in creating the strategic direction of the Credit Union, inspire talent to surpass expectations while ensuring USECU consistently delivers on our brand strategy, improves the member experience and achieves high impact results. Do you have what it takes?

Brand Strategy & Awareness
Leads in the development of strategic positioning for our Credit Union brand that powerfully differentiates our presence in the minds of consumers, members, and businesses.
Is obsessed with our brand. Serves as the chief brand ambassador. Influences, inspires and motivates across all functions and levels of the organization to bring the brand promise to life and makes it real for our employees, members, consumers, and businesses.
Ensures our brand positioning generates demand and interest among consumers and that the brand's relevance grows over time.
Utilizing lifestyle segmentation and Voice of Member (current & potential member) analysis identify relevant consumer expectations and preferences. Build operational readiness roadmap which identifies where we need to make adjustments to ensure we fulfill consumer expectations which aligns to our brand identity.

Member Experience
Using the Brand Strategy as a compass, determine our service strategy and ensure we offer a consistent experience to members across all delivery channels & touchpoints.
Identify a roadmap outlining how to close the gap between current state and future state with our service strategy. Identify and recommend innovative solutions and process improvements to allow us to be agile to adjust as consumer preferences change.
Lead and direct process improvement initiatives to assist the credit union in continuing to improve upon service, and identify opportunities for innovative solutions that continue to differentiate us in the marketplace.
Based on external analysis & Voice of Member data, offer guidance on the direction with products that meet the needs and preferences of consumers who align to our lifestyle segmentation profiles.

Channel Delivery
Leadership of USECU's delivery channels to include: Branches, Contact Center, Digital Banking, Mobile Applications, etc.
Ensures a uniform experience for members regardless of which channel they select. Works in close partnership with Business Technology to integrate channels so members have a seamless experience.
Measures effectiveness of each channel and identifies improvement opportunities to maintain with parity and beyond for technology advancements and evolving member expectations.
Identifies and recommends technology and functionality improvements, monitors our channels are delivering to the preferences of our preferred lifestyle segments.
Coaches, trains and develops staff to embody cultural values and brand expectations to create a consistent experience for our members regardless of the channel the member is working within.

Oversees the marketing strategy, budgeting and reporting. Functions of marketing include brand management, advertising, direct & indirect marketing, promotions, campaigns, digital marketing (web, social media, SEO, SEM, Geofencing, etc.), member communication, and public relations.
Must have a good understanding of MarTech, and how it applies to automating tasks and supporting data driven decisions
Leads the strategic development of USECU's marketing plans and creative services to attract, retain, provide solutions for and build broad and deep relationships with members.
Manages the creation of products, merchandising, pricing, promotion and internal communication to best achieve goals and serve member needs.
Oversees business development activities to support our Get, Keep, Grow strategy.

Leverages our data through data mining initiatives to:
Make data driven decisions
Better know our members
Anticipate events
Present actionable items

Product Management

Ensures effective product management through product development, launch, on-gong product marketing, and sales enablement and competitive and market impact analysis.
Leads efforts with Product Management. Identifies what target audience is looking for and ensures our product offerings and services meet these needs.
Directly manages deposit products. Oversees assessing relevance and profitability of current products, determines when to sunset products, introduction of new products, etc.
Partners with CLO and Vice President of Operations for loan products, including credit cards and debit cards In collaboration with the CLO assess relevance, and profitability of current products, determines when to sunset products, introduction of new products, etc.

People & Organizational Management:
Extensive leadership and management skills are required with a focus on creating a high performing team.
Model USE Credit Union's cultural values, leadership competencies, providing guidance and motivating others to work well together in accomplishing the team's purpose and objectives.
Develop a culture that promotes high engagement for all employees.
Ensure goals are well understood, creating a collaborative environment, building confidence & trust, and creating cooperation among team members in achieving goals.
Select and retain talent with skills, abilities and behaviors that focus on results while cultivating the Credit Union's culture.
Improve and reinforce performance in others and develop talent for critical positions and/or future leadership roles.

Bachelor's degree and a minimum of 7 years or more of related experience with a track record of implementing a brand strategy which leads to increasing market share in a senior leadership role while working directly with the President/CEO and Board of Directors is required. Advanced degree is preferred.
Extensive management and leadership skills are required.
Ability to write reports, business correspondence, proposals, and draft policy and procedure items.
Ability to effectively present information and respond to questions from Board members, executives, groups of managers, members, organizations, and the general public.
Strong business acumen; ability to think holistically beyond their functional area and has the ability to see the big picture for the institution. Evaluates the risk/reward of decisions and the impact on all areas of the business.
Analytic and decisive decision-making skills with the ability to prioritize and communicate key objectives and tactics.
Excellent supervisory skills, to manage, coach, and mentor other senior level staff, to develop high performers and high performing teams.
Persuasive and creates buy-in and support from others.
Confident and self-assured while putting others at ease. Strong problem-solving skills, creative and resourceful, ability to find new approaches and solutions.
Must be able to travel frequently as needed at both a local and an intra-state level. Must be able to assist with branch operations to include weekends, and to work occasional nights or weekends at the branch and/or at community functions.
University and State Employees Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.