Chief Experience Officer (Hampden, Maine)
Role
As a member of the Senior Leadership Team, the Chief Experience Officer (CXO) is an effective collaborator who establishes the strategic direction for the planning and execution of all aspects of the member experience at Maine Savings. The CXO manages the sales, operations, and member service functions of all branches, the Member Service Center and may oversee the Mortgage Lending and the Commercial Lending functions; establishes and monitors operating standards to leverage best practices to streamline processes. The CXO mentors and coaches a team focused on providing quality member service that will encourage the continued growth of credit union membership; plans strategies and devises policies towards developing a superior member experience. The CXO is also responsible for achieving sales, loan and deposit goals, monitoring compliance with operating procedures and applicable regulations. The CXO has responsibilities for the planning and oversight of those functions that contribute to the continued cultivation of a member centric function.
Essential Functions and Responsibilities
- In collaboration with the Senior Leadership Team, develops and executes business strategies to support mission, vision, business growth objectives and member experience. Demonstrates leadership in words and actions on a daily basis; creates a positive work environment and acts as role model for success and engagement.
- Works collaboratively with IT resources to ensure that all retail/member facing software is current, effective and aligned with current trends and best practices. Assumes a critical role in project teams created to research and vet software being considered and in project teams created to implement new IT/software initiatives.
- Actively participates in and provides input to marketing initiatives designed to promote specific retail products and initiatives and towards the development of new products and services. Provides input in the launch of campaigns to improve brand image, to attract new members and to increase member satisfaction, loyalty and retention.
- Works collaboratively with Human Resources in defining effective staffing models and in ensuring that all retail delivery, mortgage lending and commercial lending staff are provided the educational resources to ensure that they are knowledgeable and effective in their role.
- Analyzes economic, regulatory, social, cultural and competitive developments for effectiveness and/or deficiencies in credit union products/lines of business in order to identify potential threats and opportunities. Takes action to address gaps including the introduction and implementation of new products and services.
- Works closely with direct reports towards developing and cultivating an empowered team of leaders poised to confidently and competently embrace the challenges inherent to a rapidly changing, challenging and dynamic industry.
- Serves as an industry center of influence and Maine Savings ambassador by cultivating and sustaining an elevated profile in the communities served by the credit union. Supports the corporate culture by championing credit union initiatives that include but are not limited to community engagement, DEI&B, leadership transparency and accountability and an employee and member centric philosophy. Encourages and cultivates the same in all direct reports.
Experience
At least ten years of similar or related experience that demonstrates a consistent growth pattern in successive leadership roles.
Education
A bachelor’s degree is preferred; current industry certifications and experience commensurate with a bachelor’s degree will be considered.
Interpersonal Skills
Work involves motivating and influencing other leaders and stakeholders to accomplish key organizational objectives. External contacts are vital, not only for the success of the position, but the success of Maine Savings overall. Work involves making presentations to the Board of Directors, community leaders, and business leaders. The CXO must be an effective listener and have superior written and oral communication skills.
Other Skills
Strong supervisory, PC (technology), compliance, leadership skills are required. The CXO must have the skills to be a strong negotiator and influencer.
Physical Requirements
Must be able to lift a minimum of 10lbs; frequent sitting and standing. Climate controlled office environment; frequent travel to branches and off-site meetings required; occasional over-night travel and out of town travel required. Requests for a hybrid schedule will be considered.
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