Chief Experience Officer

Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $5 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us. As you might imagine, we provide competitive pay and great benefits, including:

• Bonus/incentives for all regular employees

• 401(k) with 8% company contribution

• Medical, dental, and vision insurance for employees and dependents paid at 80%

• PTO and paid sabbaticals

• Tuition reimbursement

GENERAL SUMMARY

The Chief Experience Officer (CXO) is accountable for consistent, high-quality member experience across all channels for the credit union. This role sets the enterprise experience strategy and leads execution across the branch network, virtual center, call center, and member services. Drives the credit union’s brand and communications strategy and execution. Partners with other credit union leaders to balance member experience, risk management, and growth considerations. The CXO also owns the growth strategy and results for deposits and membership.

Position Duties & Functions

• Own the member experience strategy and enterprise outcomes for deposits and membership growth. Translate strategy into a focused operating plan with clear measures, accountability, and execution through VPs and SVPs, including retention and share-of-wallet growth across segments.

• Drive performance across Branches, Virtual Center, Call Center, Business Development, and Member Services and Marketing through VP/SVP leadership, with shared standards, operating rhythms, and disciplined execution.

• Build a proactive, member-centered sales culture across Branches, the Virtual Center, the Call Center, Business Development, and Member Services. Establish clear sales and service expectations, coaching and inspection routines, and consistent follow-through while ensuring that strategies and execution are grounded in members’ demonstrated needs.

• Ensure the brand is protected and advanced, and that member communications and campaigns are clear, coordinated, and aligned to business priorities.

• Own branch/ATM footprint strategy, hours, staffing, and staff readiness. Make recommendations on openings, relocations, remodels, consolidations, or closures based on member needs and performance.

• Lead cross-functional initiatives that materially improve experience, growth, digital adoption, and operational effectiveness. Drive prioritization, decisions, and follow-through.

• Serve on key committees (Member Experience, Digital, Fraud, ERM, ALCO, Compliance) and ensure decisions translate into execution and measurable impact.

• Serves as a primary liaison between the Credit Union and senior leaders of our primary sponsors and SEGs. Oversee the advisory councils’ strategy to obtain local feedback and to ensure that branches are effectively serving local members.

• Demonstrate enterprise-first leadership, including receptivity to feedback and challenge, a high level of skill in navigating across formal functional boundaries, and the ability to adjust strategy when new evidence, stakeholder input, or changing business conditions warrant a pivot.

• Own budgets, forecasts, and vendor performance for the Retail Delivery and Marketing organization, ensuring disciplined investment, productivity, and ROI.

• Leverage artificial intelligence, analytics, and emerging technologies across member-facing functions. Identify and scale opportunities that improve member experience, employee effectiveness, sales effectiveness, personalization, operational efficiency, and growth outcomes while maintaining appropriate governance, controls, and risk management.

• Work closely with Fraud and related teams to reduce losses, improve controls, and protect member trust. Ensure frontline processes and service recovery are aligned and effective.

• Other duties as assigned

POSITION REQUIREMENTS EXPERIENCE and EDUCATION

• 10 - 15 years of related credit union or other financial institution experience required.

• Bachelor's degree required. Advanced degree preferred.

• An equivalent combination of education and experience may substitute for the stated qualifications.

KNOWLEDGE and SKILLS

• Proven ability to lead large, multi-channel member-facing organizations with measurable outcomes in deposits, membership growth, service quality, productivity, and retention.

• Demonstrated capability to design and execute deposit and membership growth strategies, including segmentation, campaign execution, and field enablement.

• Strong enterprise leadership and change management capability, including the ability to align stakeholders, drive adoption, and execute through ambiguity.

• Risk-informed, member-first decision making, including the ability to balance growth, service, and control requirements in member-facing environments using data, trends, and sound judgment.

• Strong coaching and inspection routines across areas of oversight.

• Demonstrated ability to oversee Marketing and Communications, ensuring brand integrity, effective messaging, and integrated go-to-market execution.

• Strong partnership orientation with Fraud, Risk, and Compliance, balancing frictionless service with prudent controls and member protection.

• Advanced business and financial acumen, including budgeting, forecasting, capacity planning, and performance management for complex operations.

• Deep understanding of retail banking or credit union delivery models (branch, contact center, digital servicing), service recovery, and frontline enablement.

• Data-driven operating discipline, including KPI design, dashboard fluency, and the ability to translate insights into operational actions and improved outcomes.

• Strong talent development skills, including building leadership bench strength, setting clear expectations, and driving accountability with a constructive, human approach.

• Executive-level communication skills, including the ability to synthesize, influence, and represent the organization with credibility to internal leaders, committees, and external stakeholders.

• Strong vendor and partner management capability, including setting service expectations, ensuring accountability, and managing performance to outcomes.

• High judgment and decision quality, balancing member impact, business priorities, and risk considerations.

COMPETENCIES

• High level of accountability for results.

• Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.

• Initiative and self-direction.

• Ability to effectively communicate and collaborate with people at all levels.

• Sound problem-solving and decision-making ability, including the ability to prioritize.

• Ability to understand and align with our core competencies through daily projects and tasks:

Growth Mindset

Diversity & Inclusion

Communication

Change Ready Leadership

Responsibility

Problem Solving

Tech & Data Savvy

CU Business Acumen

PHYSICAL DEMANDS

• Work involves extensive computer use, up to 8 hours per day. Appropriate vision, dexterity, and other physical abilities are required.

• May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds.

• Must be able to speak and present on the telephone and/or through digital means of communication, including but not limited to Zoom/Teams/or other video technologies.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SALARY AND BENEFITS:

Benefit information can be located on our Careers page here:

Salary Range: $311,000.00 - $438,000.00

This position participates in the Management Incentive Plan. Target annual incentive opportunity is 30% of incentive-eligible earnings. Based on institutional performance and individual performance, the total annual incentive opportunity ranges from 0% to 46.5% of incentive-eligible earnings. Incentive payments are discretionary and subject to approval in accordance with plan terms.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:

Chevron Federal Credit Union (CFCU) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status. CFCU participates in E-Verify.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 800-232-8101 for assistance.

CFCU Is CPRA Compliant for California Employees and Applicants, to review the Notice at Collection, click here. To submit a request, please refer to the Careers page for the CPRA Request Form.

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