AVP, Member Experience

Chevron Federal Credit Union

Member Experience Leader at Chevron Federal Credit Union overseeing member experience strategies and driving improvements. Collaborating with departments to enhance member journeys and service consistency.

Posted 6/17/2026full-timeRemote • 🇺🇸 United StatesLead💰 $130,192 - $179,014 per yearWebsite

About the role

Key responsibilities & impact

Serve as the enterprise lead for member experience, partnering with business department leaders to improve member journeys, reduce friction, and strengthen consistency across channels.
Diagnose and resolve member and employee-facing process breakdowns through hands-on collaboration with frontline, operations, lending, digital, and support teams.
Own enterprise survey governance, survey standards, and vendor relationships, ensuring feedback data is translated into prioritized actions and measurable improvement.
Set, track, and reinforce service-level expectations for key member-facing processes across departments, elevating accountability and visibility with leadership.
Lead the cross-functional Member Experience Committee and related forums, prepare data-driven updates, tracking action items, and escalating stalled progress when needed.
Consolidate transactional and relational feedback into enterprise insights, identify recurring themes, and curate top priorities for improving loyalty, retention, and ease of doing business.
Provide regular reporting to executive leadership and strategic forums on member experience trends, service metrics, progress on improvement initiatives, and business impact.
Lead or participate as part of the team for Credit Union-wide initiatives and projects, as needed.
Support executive leadership in shaping and advancing priority member experience initiatives by coordinating insights, preparing materials, and helping drive follow-through across cross-functional efforts.
Partner with department heads to ensure detractor recovery, follow-up discipline, and experience improvement efforts are coordinated and sustained across the enterprise.

Requirements

What you’ll need

5+ years of progressive experience in member experience, customer experience, retail banking, operations, process improvement, or a closely related field required.
Bachelor’s degree in business, organizational leadership, marketing, communications, or a related discipline preferred.
Experience leading cross-functional initiatives, using voice-of-member data, and driving measurable service or process improvement strongly preferred.
CCXP (Certified Customer Experience Professional) certification or similar CX credential preferred.
An equivalent combination of education and experience may substitute for the stated qualifications.

Benefits

Comp & perks

Bonus/incentives for all regular employees
401(k) with 8% company contribution
Medical, dental, and vision insurance for employees and dependents paid at 80%
PTO and paid sabbaticals
Tuition reimbursement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

process improvementdata analysisservice-level expectationsmember experiencecustomer experiencecross-functional initiativesfeedback data analysisreportingproject managementvendor management

Soft Skills

collaborationleadershipcommunicationaccountabilityproblem-solvingorganizational skillsstrategic thinkingdata-driven decision makingrelationship managementinsight curation

Certifications

CCXPCertified Customer Experience Professional