Chief Experience Officer

If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place!
Join us in shaping the future of Broadview Federal Credit Union and leave an indelible mark on the financial industry. Embark on a transformative journey as we seek a dynamic and visionary Chief Experience Officer to lead our Member Experience organization into a new era of hospitality at Broadview FCU.
POSITION OBJECTIVE:
The Chief Experience Officer (CXO) is a high-impact role responsible for leading and elevating the hospitality experience at Broadview, leveraging their extensive experience in transforming Broadview's strategic hospitality approach. As the Chief Experience Officer, this position will drive unparalleled customer satisfaction, net promoter score (NPS), customer retention, cultivate a culture of excellence, and contribute to the overall success and reputation of the organization while delivering a best-in-class experience to both internal and external stakeholders. The CXO will implement innovative strategies to enhance service quality, optimize operational efficiency, and foster lasting relationships with customers, ensuring Broadview is recognized as an unmatched company for exceptional hospitality.
ESSENTIAL JOB FUNCTIONS:

• Establish a hospitality culture with anticipatory, accurate and service standards to the highest level of customer satisfaction and propose innovative solutions for continual improvement for both operations and employee engagement.
• Develop ongoing exceptional service level metrics and KPI's to effectively evaluate business performance and maximize profits.
• Develop and execute the overarching hospitality strategy aligned with Broadview's corporate goals in concert with hospitality/service level benchmarks and standards.
• Provide visionary leadership to the Member Experience team, fostering a culture of excellence and continuous improvement.
• Identify required member experience improvements or innovations to enhance the member journey.
• Work with senior-level employees to develop strategic expansion plans and operating methods to achieve hospitality excellence throughout the enterprise.
• Utilize digital platforms and AI to create a competitive advantage with respect to unmatched levels of "hospitality at your fingertips" .
• Accountable for Member (customer) Experience performance and returns at the enterprise level, prioritize projects based on ROI and value to members (customers).

• Implement new processes and strategies to personalize member interactions and exceed member expectations.
• Optimize operational processes, including call center hold times.
• Monitor and improve standards of member satisfaction and member retention.
• Recruit, train, and lead a high-performing hospitality-focused team.
• Foster a positive work environment, encouraging teamwork and professional development.

• Collaborate with cross-functional teams, including finance, sales, employee experience (HR), to drive growth as well as employee development and retention.
• Engage in regular communication with colleagues to ensure seamless operations.

• Develop and manage budgets in partnership with the Finance organization for the Member Experience department, optimizing resource allocation.

• Conduct regular audits and assessments to ensure compliance with established standards.

• Develop and implement contingency plans to address unforeseen challenges and maintain member safety.

MINIMUM QUALIFICATIONS:

• Bachelor's Degree in Hospitality Management, Business Administration, or a related field.
• Minimum of ten years of progressively responsible experience in a senior executive level capacity in hospitality management.
• Five or more years experience leading and managing a large people organization.
• Strategic, creative, and innovative thinker with a member (customer)-centric approach.
• Ability to work backwards from the end-user experience to shape the services, processes, and technology required.
• Ability to think at both high-level strategy and roadmaps, as well as the ability to obtain and analyze data related to member experience.
• Data-driven mindset and an aptitude for technology.
• Proven ability to analyze complex situations, identify solutions, and implement effective and sustainable resolutions to drive the member experience.
• Proficiency in Microsoft Office Suite.
• Excellent oral, written and auditory communication skills, with the ability to interact effectively with members, staff, and executives.
• Excellent interpersonal and organizational skills.

Starting Compensation: $275,000-$350,000 , plus a competitive benefits package
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
We are an equal opportunity employer. We do not discriminate on the basis of race, creed, color, national origin, religion, sex, age, veteran status, disability, genetic information, gender identity, or any other protected class.
Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at bv-talentacquisition@broadviewfcu.com.