[Hiring] Chief Experience Officer @Chevron Federal Credit Union

Role Description

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.
• Drive performance across Branches, Virtual Center, Call Center, Business Development, and Member Services and Marketing.
• Build a proactive, member-centered sales culture across all channels.
• Ensure the brand is protected and advanced, with clear, coordinated member communications and campaigns.
• Own branch/ATM footprint strategy, hours, staffing, and staff readiness.
• Lead cross-functional initiatives to improve experience, growth, digital adoption, and operational effectiveness.
• Serve on key committees and ensure decisions translate into execution and measurable impact.
• Act as a primary liaison between the Credit Union and senior leaders of primary sponsors and SEGs.
• Demonstrate enterprise-first leadership and adjust strategy based on new evidence or stakeholder input.
• Own budgets, forecasts, and vendor performance for the Retail Delivery and Marketing organization.
• Leverage artificial intelligence, analytics, and emerging technologies across member-facing functions.
• Work closely with Fraud and related teams to reduce losses and improve controls.
• Other duties as assigned.

Qualifications

• 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.

Requirements

• Proven ability to lead large, multi-channel member-facing organizations.
• Demonstrated capability to design and execute deposit and membership growth strategies.
• Strong enterprise leadership and change management capability.
• Risk-informed, member-first decision making.
• Strong coaching and inspection routines across areas of oversight.
• Demonstrated ability to oversee Marketing and Communications.
• Strong partnership orientation with Fraud, Risk, and Compliance.
• Advanced business and financial acumen.
• Deep understanding of retail banking or credit union delivery models.
• Data-driven operating discipline.
• Strong talent development skills.
• Executive-level communication skills.
• Strong vendor and partner management capability.
• High judgment and decision quality.

Benefits

• 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.

Salary and Benefits

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.