Job Description

With $1.5 Billion in Assets located in beautiful Rockledge, FL, Community Credit Union of Florida has over 55,000 members, an amazing employee culture, strong history of member service excellence and is one of the most respected financially sound organizations in the area. It was formed under a state charter by a group of ten teachers back in 1953 in Titusville, Florida and was originally known as the Brevard County Teacher's Credit Union. Today, Community Credit Union serves all residents of Brevard, Orange, Osceola, Polk, Volusia and Indian River counties and their mission is to always improve the financial well-being of their members and make a positive difference in the community. They strive for a high level of operational efficiency in order to provide the maximum return to members and have received numerous recognitions for performance to include the 5 Star "Superior" Rating from BAUER - BAUERFINANCIAL, Inc.; 97th Percentile on the Raddon Performance Index; IDC Financial Publishing "Superior" highest ranking; the Return of Member - Market Leader produced by Callahan and Associates and the Best Credit Unions to Work For by American Banker. The Credit Union has a very strong relationship with the community, and their focus is RECONNECTING to their purpose, RECOMMITTING to their members, and REIMAGINING their future together. To prepare for the future, the Credit Union is in search of a forward-thinking, inspirational and collaborative leader to join their team as the next Chief Experience Officer .

The Chief Experience Officer (CXO) provides strategic direction and performance to the whole of CCU’s members’ experience – both internally and externally. The role is tailored to searching out members’ concerns, big and small, and finding solutions to better serve the members. The CXO oversees Marketing, Business Development, Community Partnerships, and Digital Delivery. The CXO’s focus is largely on sales, member acquisition, and deepening relationships with existing members by leveraging data, tools, and member feedback.

ESSENTIAL DUTIES

1. Plan, direct, and coordinate the marketing of the credit union’s products and services. Develop strategies to meet changing market conditions.
2. Provide strategic oversight of the digital delivery channels to ensure a consistent, high-quality, and member-focused experience that supports organizational goals and drives growth. Responsible for increasing conversion rates on loans and accounts and deepening relationships with existing members.
3. Responsible for external communications and overseeing public relations for the credit union.
4. Drives the creation and implementation of member onboarding, member journey mapping to address and solve integration pain points and simplify workflows.
5. Ensures consistent branding, messaging, and campaigns that reflect the credit union’s values, community impact, and objectives while driving growth.
6. Collaborates with other executives and senior leadership to ensure member experience and digital delivery initiatives align with organizational strategy, growth goals, and product/service development.
7. Manage budgets, resources, and vendor relationships to support effective and efficient execution of experience and marketing initiatives.
8. Promote cross-functional collaboration to ensure consistent and high-quality service delivery across all channels.
9. Leads coaching, development, and performance management of the Marketing and Digital Delivery teams, fostering a culture of accountability and service excellence.
10. Monitors KPIs such as member growth, Net Promoter Scores (NPS), Member Retention Rate, Digital Adoption Rate, Mobile App Engagement, Website Analytics, etc. and develops and executes plans to achieve related goals.
11. Provides strategic leadership across assigned credit union functions. Establishes and executes short- and long-term goals and oversees sales and service performance standards to ensure effective member experience performance and improvement initiatives.
12. Promotes organizational growth by serving as a brand ambassador to members and in the community to position the credit union as a community leader, community partner, and competitive service provider.
13. Attends Board Meetings, serves as a non-voting member of the Audit Committee (ex officio) and serves on required committees, including Executive, ALCO, Allowance for Credit Loss, and Enterprise Risk Committees.
14. Supports the credit union’s vision, mission, values, and goals by delivering service aligned with Service Promises, fostering teamwork, and demonstrating product knowledge, while ensuring compliance with bylaws, policies, procedures, and regulations, and contributing to departmental and organizational performance.
15. Performs other related duties as assigned and works on special projects as assigned.

MENTAL DEMANDS

The role requires the ability to work independently and collaboratively, plan and direct work for self and others, and follow complex written and verbal instructions. Strong communication skills are essential, including the ability to convey information clearly and logically.

The incumbent must interact professionally and calmly with a wide range of personalities from diverse backgrounds, providing exceptional customer service while maintaining confidentiality. The position demands composure under pressure, the ability to manage multiple priorities in a fast-paced environment, and a commitment to accuracy, quality, and discretion in all matters.

MINIMUM QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.

• Bachelor’s degree (BA) from a four-year (4) college or university; and
• Minimum of fifteen (15) years of related experience and/or training; or
• The equivalent combination of education and experience

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