Chief Operations and Experience Officer

At Capital Credit Union, we are striving toward our Vision, "To inspire financial well-being for all through access, care, and collaboration," by living our Mission, "We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve."  

Capital Credit Union is looking to fill a new role on our executive management team. 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.