Chief Experience Officer

Lead the Member Experience. Drive Growth. Shape the Future.

Campus Federal Credit Union is a $925M credit union seeking a dynamic, mission‑driven executive to serve as our Chief Experience Officer (CXO). This role is ideal for a strategic leader with deep expertise in retail financial services, marketing, member growth, and business development who is passionate about enhancing lives through exceptional member service.

As a key member of the Executive Team, the CXO will lead Retail Branch Operations, Marketing, Business Development, and Member Experience strategies to drive member growth, deposit growth, engagement, and loyalty—while ensuring alignment with Campus Federal’s mission, values, and long‑term strategic goals.

The Chief Experience Officer is responsible for the overall strategy, leadership, and execution of Campus Federal’s member‑facing operations. This executive partners closely with Lending, Operations, and Finance leadership to create seamless, high‑impact experiences across all channels.

Responsibilities Include:

Success in this role requires a balance of strategic vision, operational discipline, and relationship‑driven leadership.

Strategic and Executive Leadership

• Recommend organization‑wide strategies, goals, objectives, and policies to the CEO and Board of Directors
• As a member of the Executive Team, translate long‑range strategies into actionable departmental plans
• Serve on Executive Management, ALM, and other committees as required
• Stay current on industry trends related to member experience, retail banking, sales, and financial services

Retail Operations and Member Experience

• Develop and execute a comprehensive retail strategy aligned with growth goals and member‑centric values
• Lead all retail delivery channels to ensure operational excellence and consistent service quality
• Foster a culture of exceptional service and continuous improvement
• Oversee resolution of member complaints to protect loyalty and the Campus Federal brand

Growth, Sales and Business Development

• Design and implement an organization‑wide sales strategy focused on proactive relationship building
• Drive business development initiatives to expand market presence and deepen SEG and community partnerships
• Support product, deposit, and membership growth initiatives

Marketing and Brand Leadership

• Direct the marketing function to build brand equity and execute data‑driven campaigns
• Align marketing efforts with member experience, product development, and growth strategies

Digital Experience and Innovation

• Collaborate with the COO to ensure digital delivery strategies meet member needs and support growth
• Champion digital adoption and innovation to improve the member journey

Financial and Performance Management

• Develop and manage departmental budgets and participate in enterprise‑wide budgeting
• Implement and monitor member satisfaction, loyalty, and engagement metrics
• Drive performance improvements using data and insights

Talent and Culture

• Coach, mentor, and develop leaders and high‑performing teams
• Promote employee engagement, accountability, and collaboration

Job Requirements:

Education

• Bachelor’s degree in Business, Finance, Marketing, Management, or related field required
• Master’s degree or MBA preferred

Experience

• Minimum of 10 years of progressive leadership experience in one or more of the following:
  • Retail banking or credit union operations
  • Business development
  • Marketing
  • Member experience leadership
• Proven success leading cross‑functional teams and driving growth through service excellence

At Campus Federal, our mission is to be your trusted financial partner for every stage of your life.