AVP, Strategy & Customer Experience (CX)
United Nations Federal Credit Union

Job Info

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Why join this team

This is a newly created executive position that supports the Office of Strategic Planning in the ongoing formulation and execution of strategy. This position leads and develops the Member Experience Management (MXM) practice via the MXM Center of Excellence (CoE) (80% of accountabilities); and includes full support of the ongoing application of UNFCU's strategic planning process (20% of accountabilities). You will have direct reports, driving performance management, coaching, and development of the MXM CoE team.

This role reports to the FVP of Strategic Planning, with a dotted line reporting relationship with the Deputy Executive Leader with respect to leading the MXM CoE.

This position is expected to be hybrid.

NYC Salary Range - $155,000 - $195,000 annually; compensation is commensurate to geographic location.

What you'll do

• Regardless of seniority or role, uphold UNFCU's mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Partner with leadership to build a best-in-class MXM CoE that produces actionable, measurable, and effective plans that drive the maturity and impact of member experience at UNFCU.
• Ensure MX improvements are aligned to brand and MX strategy, are measured, and achieve strategic goals.
• Align with organizational outcomes and goals, and define and drive the next phase of a member-centric culture.
• Identify and maintain a dedicated list of experience drivers representing top member experience improvements.
• Align and collaborate with key partners within the organization to continually refine and manage competencies and capabilities for MX (e.g., data and analytics, employee experience).
• Embed member experience impact as a criterion for all business decisions and track the business impact of experience changes across UNFCU.
• Structure, co-create, and design proven processes, tools, and resources, including experience management best practices to improve the member experience.
• Own and manage the overall maturity of the member experience capability.
• Structure and oversee the activities, outcomes, communications, progress, and impact to the MXM CoE Executive Leadership team, Advisory Board, and Experience Liaison Network.
• Partner with the FVP, Strategic Planning to enhance the strategic planning function, ensuring the development of actionable, measurable and effective strategic plans that drive the growth of UNFCU.
• Assist the FVP, Strategic Planning in overseeing the ongoing operations and optimization of the Office of Strategic Planning and the Strategy vertical.
• Stay current on global changes and "weak signals" to identify patterns or themes that help the organization identify new priorities or modify existing ones.
• Communicate effectively in multiple ways to educate, guide, and influence the senior leadership team and the organization as a whole.
• Partner with departments across the organization acting as an internal consultant to help influence and craft business unit strategies that are aligned to the corporate strategy.

What we're seeking

• Bachelor's degree and 7-10 years of related experience, 3-5 years of which were leading an Experience Management practice
• Customer Experience Professional (CCXP) certification and experience with Centers of Excellence preferred
• Strong research, quantitative and analytical skills with strong knowledge of member experience best practices, and ability to think strategically
• Familiarity with the Qualtrics platform preferred but not required
• Strong project management skills
• Ability to communicate the importance of member experience and corresponding strategy
• Ability to recommend and structure initiatives based on member experience data
• Ability to report MX data and outcomes to different audiences in an understandable manner
• High degree of proficiency using Adobe Professional and Microsoft Office Suite, including Excel, PowerPoint, and Word

What makes you stand out

• Customer Experience Professional (CCXP) certification and experience with Centers of Excellence preferred
• Master's Degree in Business Administration/Management a plus
• Prior experience working for a financial institution preferred

Who we are

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.

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