Chief Experience Officer

Northwest Federal Credit Union

Herndon, Virginia


Position Description

$4.3B Assets
Herndon, VA

Position Overview
The chief experience officer (CXO) provides leadership, systemic strategic thinking, and pragmatic action to identify, plan, and execute strategies to achieve excellence in member service while promoting a culture of member-centric excellence across all member touchpoints. The CXO works in close partnership with leadership and is responsible for developing and executing strategic initiatives to achieve or exceed measurable service excellence goals.

Reporting directly to the chief executive officer (CEO), the CXO is responsible for ensuring and delivering an exceptional and consistent experience to the members across the credit union’s products, services, and channels while using data to drive decisions. The CXO leads the credit union to maintain a holistic focus on providing progressive and evolutionary levels of member experience. The CXO is responsible for co-creating a cohesive member experience vision and supporting direct reports in delivering a member-centric experience through delivery channels of branches, the call center, and community-facing and reaching resources, including remote and digital delivery.

The CXO oversees 175 employees, 11 branches, and three direct reports – Communications & Marketing, Call Center, and Retail (branches and SEG BD Group). The position is considered an in-office position for cross-functional collaboration.

Vision and Strategy
Strategically develop, prioritize, and oversee system-wide member experience initiatives.
Participate in the planning, development, implementation, and evaluation of strategic business and performance goals.
Embody strategic awareness of how culture, brand, and organizational changes interact.
Continually strive to anticipate and identify members’ needs using qualitative and quantitative data.

Provide leadership to member-facing areas, including lending, retail/branches, remote delivery, brand, marketing, community departments, and call center; keeping the member experience aligned as an organizing principle.
Provide leadership that results in member acquisition, retention, and relationship depth.
Delegate appropriate levels of responsibility and authority and initiate value-added, member-focused metrics that measure the experience provided to our members.
Humbly engage staff to identify problems and implement solutions.
Strong verbal and written communication skills
Ability to present and represent the members’ perspective utilizing data and influencing others to understand the need for change
Be a leader with CEO succession potential.

Planning and Organizing
Readily modify, respond, and adapt to change and adjust personal style to work with diverse perspectives.
Lead annual sales production to meet organizational goals across products and services.
Lead the efforts to plan, organize, motivate, and control resources, procedures, and protocols to achieve specific goals.
Design and integrate the necessary management systems to allow information to flow up, down, and across the credit union, including timely communications with the Board of Directors.

In collaboration with other leaders, proactively lead the design and implementation of cultural and experiential change centered around building relationships with members and a passion for experience focusing on the member experience and brand alignment.
Ensure CXO change initiatives align with the timing and messaging of other activities.
Utilize the knowledge of others’ needs, wants, beliefs, attitudes, and behaviors to promote a concept and influence the development of new products and services.
Work with other leaders, so they understand that the products and services of the credit union and capital management company compliment each other and integrate learnings into marketing materials, communications, and training to reinforce “cross-selling” opportunities.
Reinforce the desired behaviors, communications, and vision set by the CEO and members of the Board.

Ongoing Learning and Coaching
Proactively and continuously learn and self-educate on industry and changing trends in member experiences, products, sales, and services and react to changes in a way that beats the competition.
Continue executive education to remain constantly aware of new ideas and approaches to understand and serve consumer expectations.
Understand the digital landscape and its impact on member experience and consumer expectations.
Stay abreast of regulatory requirements that affect functional areas.
Continuously develop leaders and provide one-on-one and team coaching.
Effectively build commitment and accountability in others.

Work within the community to support community presence and outreach supporting the credit union’s cultural values.
Strengthen relationships within the community to understand their needs better and align with strategic goals.

Knowledge, Skills & Abilities
Reflect demonstrated proficiency relevant to the role and responsibility for working closely and cooperatively with peers to ensure all parts of the credit union contribute to an excellent member experience.
Show demonstrated relevant experience in building and sustaining relationships with members/customers, leaders, staff, and the community and ability to understand the products and services of the credit union and its affiliated capital management company.
Possess positive influencing skills to bring others to new thinking and mindset.
Proven, high-level experience of decision-making within the discipline and authority of the role.

Advanced education or relevant experience
Ongoing learning through certifications, workshops, and conferences such as CUES CEO Institute, CUES School of Strategic Marketing, and CUNA Management
Other member-focused, problem-solving certifications or competencies are desirable.

About DDJ Myers, LTD.
DDJ Myers is the executive search consultant for this organization. Our expertise supports leadership teams in sustainable practices for high-performing organizations through succession planning, leadership development programs, executive coaching, board governance and renewal, and executive search. Please learn more about us at

To submit your confidential resume and learn more about the position represented by DDJ Myers, Ltd., please go to or call (800) 574-8877.

Job Position Type
Application Deadline
Aug. 13, 2021