VP of Member Experience

Description

Total Community Credit Union has been serving the Michigan community for over 60 years. We are a full-service financial institution specializing in competitive loan rates, low payments, and flexible terms to make it easy for almost anyone to achieve their goals. Here at TCCU our members are our focus, and employees operate as a family. We are proud to offer an inclusive and collaborative workspace, competitive wages, and a generous benefits package. 

TCCU is currently searching for a Vice President of Member Experience. The ideal candidate for this role is a strategic and hands-on leader responsible for developing and executing the credit union’s vision for exceptional member service. This role oversees all member-facing functions, ensuring consistent, engaging, and high-quality experience across all touchpoints. The VP champions a member-centric culture, aligning operations, technology, and staff development with the evolving needs of the credit union’s membership.

Key Responsibilities

• Member Experience Strategy: Develop and implement a comprehensive strategy to enhance the member journey across in-branch, online, mobile, and call center interactions.
• Leadership & Team Development: Lead, mentor, and develop front-line staff and managers to deliver excellent service. Foster a culture of accountability, service excellence, and continuous improvement. 
• Operational Oversight: Manage day-to-day operations of branches, lending, contact center, and member outreach teams to ensure efficiency, compliance, and service consistency.
• Process Improvement: Identify pain points in the member experience and drive initiatives to streamline processes, reduce friction, and enhance satisfaction.
• Technology & Innovation: Collaborate with IT and vendors to improve digital platforms and introduce tools that enhance self-service and personalized member engagement.
• Member Feedback & Analytics: Develop systems to collect, analyze, and act on member feedback. Use data to track satisfaction, identify trends, and report on performance metrics to executive leadership.
• Cross-Functional Collaboration: Partner with marketing, lending, compliance, and other departments to ensure seamless service delivery and alignment with credit union goals.

Benefits
 

We take pride in offering our team members exceptional benefits and time off, including:

• Medical, dental, and vision insurance
• Company-paid LTD, STD, AD&D, EAP, and life insurance
• 401(k) plan, match, additional retirement options
• Annual Incentive
• Paid time off
• Generous holidays

Requirements

• Bachelor’s degree in Business, Management, Finance, or related field (Master’s degree preferred).
• Over five years of experience in a leadership role within a financial institution or similar environment.
• Proven track record of driving customer/member satisfaction and operational excellence.
• Strong leadership, communication, and team-building skills.
• Knowledge of credit union products, services, and regulations.
• Experience implementing digital transformation and service improvement initiatives.

Additional Requirements

• Passionate about member service and employee engagement.
• Strategic thinker with a hands-on approach.
• Data-driven and results-oriented.
• Adaptable and collaborative leadership style.
• Exceptional problem solving, analytical, and organizational skills.
• Must be self-motivated and able to work independently.
• Knowledge of credit union products, services, and regulations. 

TCCU is proud to offer equal employment opportunity to all qualified applicants without regard to race, color, sex, gender identity or expression, sexual orientation, age, religion, disability status, national origin, genetics, protected veteran status, or any other protected categories.