Chief Member Experience Officer

About Gulf Winds

Gulf Winds Credit Union offers innovative financial tools that give our members freedom to live life with their finances under control. Since our founding in 1954, we have grown from a single branch in Pensacola, Florida, to a regional institution with over $1 billion in assets and 83,000+ members across Florida, Alabama, and Georgia. From daily banking needs to investment services, our members aren’t treated like an account number, but as part of the family.

Our Values

We are guided by our core values of Integrity, Care, Growth, and Innovation and are dedicated to our members, our community and each other.

Integrity
We own our decisions and actions by doing the right thing, learning from our mistakes, and taking responsibility.

Care
We help members meet their goals by listening to understand and offering the best solutions, placing kindness above all else.

Growth
We set ambitious goals, provide personal development opportunities, and encourage results.

Innovation
We challenge the status quo to enhance the member’s experience and solve tomorrow’s challenges today.

Working at Gulf Winds

Working at Gulf Winds is not just a job, it’s a career. We’re hiring collaborative, motivated people who want to love what they do. We are forward-thinking and family oriented. We recognize and reward excellent member service and have fun while working hard. When you join the team, you can expect:

Open and transparent communication with your leaders
Consistent coaching and opportunities to improve performance.
Collaborative and team-focused environments
Short and long-term professional development
Opportunity to participate in cross-functional projects.
With you on our team we can achieve our vision of becoming the leading and most trusted credit union on the Gulf Coast.

Role:

The Chief Member Experience Officer (CMXO) plays a pivotal role in leading and optimizing the overall member journey across all touchpoints. The CMXO ensures that Gulf Winds delivers an exceptional, consistent, and values-driven experience that deepens relationships, drives loyalty, and aligns the member experience with our Target Market. They are responsible for driving growth results and shaping the future of a high-performing Credit Union.

This position develops and delivers the short-term and long-term Retail Branch Network, Digital Branch, Wealth Management, and Operations strategic objectives that lead to a Member Experience that is focused on the overall member relationship. The CMXO is responsible for the development, implementation, and execution of strategic Member Experience initiatives in accordance with policies established by the President/CEO and Board of Directors. The position monitors performance of key indicators of the Credit Union while assessing market and regional trends. The CMXO is responsible for
driving revenue through innovative products and services while managing the appropriate risk appetite.

The CMXO is a key leader in our team, overseeing all Retail Branch Operations within the Credit Union. This includes developing, implementing, and managing Branch and ITM strategies that align with the Credit Union's goals and regulatory requirements. The CMXO seeks opportunities to strengthen Gulf Winds' Member Experience and protect the Credit Union's financial strength. They also collaborate closely with executive management team members, auditors, and regulators.

Essential Functions & Responsibilities:

Serve as the voice of the member within the organization, ensuring that decisions, policies,

and processes reflect the needs and expectations of our members. Partner with executive peers

to align operations, retail design and location, digital, and wealth management initiatives

around a unified member-centric vision of a high performing credit union.

Oversee member service operations across branches, digital channels, and contact centers to

ensure consistent service excellence. Identify and improve pain points in the member journey

using data, feedback, and analytics. Lead the design and implementation of service standards

and performance metrics to measure and enhance member satisfaction and loyalty. Drive Net

Promoter Score (NPS) and member satisfaction goals through continuous improvement

initiatives.

Partner with Technology and Marketing to advance digital transformation and ensure a

cohesive omnichannel experience. Use data and voice-of-member insights to drive innovation,

develop new products, and refine existing services. Stay informed on credit union and

financial industry trends to identify emerging opportunities to enhance the member experience.

Collaborate with the Marketing team to ensure the Gulf Winds brand is consistently

represented in all member interactions and within our Retail locations. Ensure that communications, educational programs, and community engagement initiatives strengthen trust and deepen relationships.

Performs other job-related duties as assigned.

Performance Measurements:

1. Develops effective strategic plans for all areas of ownership that support the Credit Union's overall strategic plan. Allocates and aligns resources to meet plan objectives. Incorporates organizational priorities, strategies, goals, industry trends, and market viability.

2. Development and execution of strategic corporate-level initiatives that contribute to the overall growth and success of the Credit Union.

3. Direct reports receive leadership, and coaching and evaluations provide value, hold the team accountable, and help the Credit Union become a high-performing Institution.

4. Complies with all applicable rules, regulations, and policies, including but not limited to BSA, OFAC, and Physical Security.

Knowledge and Skills:

Experience: Ten-plus years of progressively responsible experience in the Credit union industry. Minimum five years of senior executive management experience.

Education: Bachelor's degree in business administration or related field or equivalent combination of education and experience.

Interpersonal Skills: Motivating or influencing others is a material part of the position, requiring a significant level of diplomacy and trust at all levels of the organization. Obtaining cooperation (internally and/or externally) is an integral part of the position, and a high level of interpersonal skills is critical to success. Work frequently involves contacts requiring considerable discussion of problems, material presentations, and resolving issues impacting other units.

Other Skills:

1. Change readiness - Positively embraces change and remains open to changes, altering behavior as necessary.

2. Collaboration and teamwork - Works cooperatively and collaboratively with others inside and outside the organization to accomplish individual and organizational objectives.

3. Communication - Conveys information effectively in a variety of settings, applying the best mode of communication for the situation.

4. Continuous learning and improvement - Continually participates in development opportunities to improve personal knowledge, skills, and abilities, as well as the organization's success and efficiency.

5. Creative thinking and problem-solving - Anticipates needs; thinks critically about business issues; addresses problems and issues innovatively. Analyzes relevant data, weighs alternatives, and chooses the best action plan.

6. Ownership/Accountability - Takes responsibility for decision-making and accomplishing objectives within the role; demonstrates initiative to enhance value.

Physical Requirements: This role requires sitting at a computer for most of the day. This role would also require the ability to file files, open filing cabinets, and bend or stand as necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. Work Environment

Work Environment: The position is based in-office in our Pensacola, Florida market, operates primarily in an office setting, and routinely uses standard office equipment such as computers, Confidential Page: 3/ 3 printers, and phones. This position requires consistent presence in the office to collaborate with team members and fulfill job responsibilities effectively. It requires the ability to actively participate in conference calls and meetings with other Credit Union team members and vendors. The normal expected work schedule is Monday through Friday, 8:30a.m. to 5:00p.m. After hours work or travel required to meet project deadlines or attend conferences, seminars, or meetings. Must adhere to safety rules and regulations.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Gulf Winds is an Equal Opportunity Employer. Drug Free Workplace.