Position Purpose

The Chief Operations and Experience Officer (COEO) is a strategic leadership role accountable for overseeing and optimizing the operational efficiency, member experience, and service delivery within the Credit Union. Reporting directly to the CEO, the COEO plays a critical role in shaping the organization’s overall success by ensuring seamless operations, exceptional member service, and a positive member journey while striving toward our vision, living our mission, and standing by our values.

Essential Responsibilities

Direct Reporting Lines

The COEO has the following direct oversight and reporting line for Branch Operations (24 Branch Network), Back Office Support Services (Fraud, Wires, ACH, Deposit Operations), E-Services, Contact Center, and Member Relations.

Operational Excellence

· Develop and implement strategies to enhance operational efficiency, streamline processes, and improve productivity across all member-facing and back-office member service functions.

· Collaborate with department leadership to align operational goals with the Credit Union’s overall mission, vision, and strategic direction.

· Monitor key performance indicators (KPIs) related to operational effectiveness, member satisfaction, and service quality.

· Develop and implement strategies for leveraging data to drive business decisions, improve operational efficiency, and enhance member experiences.

Member Experience

· Champion a member-centric culture by promoting exceptional service standards and personalized interactions.

· Oversee the design and execution of member touchpoints, ensuring consistency and alignment with the Credit Union’s brand.

· Collaborate with marketing and technology teams to enhance digital and in-person member experiences.

Branch Network and Call Center Management

· Lead branch, e-services, and call center teams to deliver outstanding service to members.

· Optimize and standardize branch operations, staffing, and service delivery models.

· Implement member engagement initiatives to drive loyalty and retention.

Digital Experience

· Drive the development and enhancement of digital channels, including online banking, mobile apps, and self-service options.

· Work with ITS to ensure a seamless and user-friendly digital experience for members.

· Monitor member feedback and analytics to continuously improve digital services.

Special Projects and Innovation

· Spearhead strategic initiatives, continuous process improvements, and innovation projects.

· Collaborate with cross-functional teams to introduce new products, services, and technologies.

· Stay informed about industry trends and best practices to drive continuous improvement.

Risk Management and Compliance

· Work closely with the Enterprise Risk Management to ensure compliance with regulatory requirements and risk management protocols.

· Mitigate operational risks related to fraud, cybersecurity, and data privacy.

Necessary Experience and Qualifications

· Bachelor’s degree in Business Administration, Finance, or a related field (master’s degree preferred).

· Proven experience in credit union or financial services operations, with a focus on member experience through all delivery channels and back-office operations. Ten years minimum in progressive leadership roles.

· Strong leadership skills, with the ability to build trust, create a motivational environment and inspire teams.

· Excellent communication, negotiation, and relationship-building abilities with a focus on confidentiality.

· Strategic mindset and a record of driving operational excellence.

· Familiarity with digital banking platforms and emerging technologies.

· Tech savvy and skilled use of Microsoft applications critical to achieve forward thinking, efficient and continuous improvement efforts.

· Ability to travel to all branch locations as necessary. Must possess valid drivers’ license with a good driving record.

Value Alignment

· Proven history of leadership performance that reflects and aligns with the values of the Credit Union, to include a focus on relationships and results, inclusion, knowledge acquisition, dreaming big, forward thinking, and having fun.

· A true collaborator and believer in the strength of leading with care.

Work Environment and Physical Requirements

· Fast paced office environment with desk assignment.

· Frequent use of computer and other office equipment.

· Prolonged sitting or standing.

· Frequent mental and visual concentration.

· Minimal lifting of up to twenty-five pounds.

· Moderate level of travel to branch locations, meetings, and conferences.

NOTE: This job has the potential to periodically work remotely contingent but is not a work from home eligible position. When working remotely it is necessary to follow our Remote Work /Work from Home Policy.

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify.

Capital Credit Union

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Chief Operations and Experience Officer