OVERVIEW

For more than 75 years, Northwest Federal Credit Union (NWFCU) has been dedicated to serving its communities and providing exceptional service to its member throughout Northern Virginia and Maryland with branches in Arlington, Ashburn, Chantilly, Gainesville, Herndon, Manassas, McLean, Middleburg, Vienna, and Rockville, MD. NWFCU is seeking a passionate and visionary Chief Member Experience Officer (CMXO) to lead its efforts in delivering unparalleled member-centric excellence.

RESPONSIBILITIES

As a key member of the executive team, the CMXO will spearhead strategic initiatives to cultivate a culture of service excellence across all facets of the credit union. The CMXO will be responsible for developing and implementing a unified member experience strategy. This strategy will encompass all member touchpoints, including our 15 branches, call center, and various community and digital platforms. The CMXO will focus on enhancing member acquisition and experience across digital and physical channels. Additionally, the CMXO will lead efforts to leverage technology to create a seamless member experience, aiming to attract organic membership growth. This dynamic leadership role requires close collaboration with senior membership to ensure alignment between business goals and member experience objectives.

By fostering productive partnerships and staying abreast of industry trends, the CMXO reinforces the credit union’s commitment to its members and the broader community. Moreover, the CMXO will oversee the allocation and management of resources to achieve organizational goals while nurturing internal and external partnerships to ensure alignment with the credit union’s brand and values. As a community ambassador, the CMXO will support outreach efforts that align with the credit union’s cultural values.

QUALIFICATIONS

• Bachelor’s degree or equivalent experience, advanced education, such as an MBA preferred
• Ten years of similar or related experience
• Proven experience in building and sustaining relationships and leading functional areas
• Strong analytical skills to observe and analyze data for innovative solutions
• Demonstrated decision-making ability within the discipline and authority for the role
• Excellent communication. leadership, and coaching skills
• Ongoing learning through relevant certification, workshops, and conferences