VP Member Experience Operations

The Vice President of Member Experience Operations is responsible for the quality of the member experience via the "offstage" operations including Digital, Payments, Card Operations (Debit/ /ATM), Loan & Deposit Servicing/Support, Help Desks, Voice of the Member programs, Quality Monitoring, Procedures/Workflows and Process Improvement. This position collaborates with the Leadership Team and Member Experience leaders in pursuit of consistent Omni-channel experiences and to fulfill the Lake Trust Brand Promise. The Vice President of Member Experience Operations is a member of the Leadership Team that is responsible for strategy development and implementation.
What You'll Do
Responsible for delivering a seamless member experience to the "onstage" areas (branches and contact center) by ensuring consistency in the "offstage" operational areas (Digital, Payments, Debit/ATM Card Operations, Loan & Deposit Servicing/Support)
Collaborate with Leadership Team members, Member Experience leaders, direct reports and business unit teams on planning and action plans to ensure outcomes align with organizational goals/targets including Business Plan & Budget, Strategic Initiatives and Balanced Scorecard.
Foster an environment focused on finding solutions to pain points and on creating innovative differentiators in the "offstage" areas of the credit union.
Will oversee the addition of new programs, services, solutions and managing the success/effectiveness of the programs.
Responsible for transformation of the digital and payments operational areas that include defining and developing new processes and resources in order to accomplish organizational goals and objectives.
Responsible for key process improvements in the offstage operational areas that create efficiencies and a positive external and internal member experience.
Champion of employee engagement, employee development through strong leadership and demonstration of the Lake Trust Brand Promise: We promise to be our members' favorite financial experience. Anticipating their desires, exceeding their expectations, and advancing their success. Enjoy Life! You've got Lake Trust.
Ensure soundness and safety in the "offstage" operational areas in accordance with organizational compliance and risk management philosophy and expectations of state and federal examiners.
Participate in developing and implementing an effective and detailed, multi-year financial plan.
Increases the credit union's commitment of "Doing Well by Doing Good" throughout the communities in which we serve by participating in civic functions, industry networking events and volunteering.
Complete responsibilities, project work, assignments, networking activities, and self-development/educational activities in a manner reflective of priorities and timeline expectations.
What You'll Bring
Bachelor's degree required. Master's degree preferred.
10+ years working in progressively more responsible leadership positions in Member Service/Experience, Operations, Process Improvement or Technology management roles.
Demonstrated knowledge of Member Service/Experience operations including Digital, Card Operations (Debit/ /ATM), Loan and Deposit Servicing and Support, Payments, Procedures/Workflow, Process Improvement.
Proven ability to break down corporate and departmental barriers tin order to pave new paths.
Highly skilled in building cohesive cross-functional teams.
Demonstrated knowledge in compliance and federal regulation issues involving Credit Union operations functions.
A passion for innovation and a willingness to challenge the status quo to enhance a strong member/customer service culture.
Demonstrate courage, ability and agility to understand and address organizational transition and transformation.
What you'll get
We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy:
Working with an energetic team focused on making our members wildly successful.
An opportunity to work with others that have your back every step of the way.
Opportunities to make a difference both inside and outside of our walls.
Being treated like you are more than the work you do.

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