Patelco Credit Union

  • VP, Member Experience

    Job Locations US-CA-Pleasanton
    Req No.
    Member Experience
    Regular Full-Time
  • Overview


    We’re here to help people in communities throughout Northern California build financially healthy livesWe do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you’re looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.

    About Patelco Credit Union    

    Patelco is a not-for-profit credit union, serving the financial needs and aspirations of more than 300,000 members. What we earn, we return to our members in savings from lower loan rates, fewer fees, and personalized service that focuses on transparency, simplicity, and trust. Our mission remains the same as when we started in 1936, to provide products, services, education and expertise that will empower our members to rise up and achieve financial freedom. 


    The Opportunity

    The VP, Member Experience role is responsible for leading Patelco to becoming a best in class member experience organization.  This role will leverage member insights to drive a unified member strategy and transform experiences across delivery channels and product lines.  This role will become the architect of a member driven growth engine to maximize member acquisition, retention and relationship depth.  This leader works with all levels of the organization to embed behaviors and actions that unite the organization to create a persistent member-first mentality. The primary focus of this role is to evaluate, identify, initiate and lead member experience initiatives that deliver continuous improvement and innovation to measurably impact value across the organization.  




    • Accelerate transformation to a member driven growth organization by ensuring decisions are viewed through the lens of the member.
    • Establish a future state vision and roadmap to transform satisfied members into raving fans.
    • Identify and lead re-engineering activities and initiatives that drive best in class/delighted member experiences; partner with other business leaders to deliver superior member experiences in the servicing, onboarding, and obtaining products & services and new memberships. Partner and collaborate with cross-functional leaders to drive transformational change and create a best in class delivery system for members.
    • Support leaders in their role as cultural leaders in the member-centric transformation journey.
    • Instill the discipline of member-centric process change and change management into the organization.
    • Galvanize the organization to deliver a best in class experience and lead efforts to move from reactive “fix-it” process to a proactive solution building environment.
    • Unite the company to focus on a few critical actions by investing in the most impactful priorities.
    • Build a highly effective member listening path using multiple sources of insight that will tell the story of our members’ experience.
    • Facilitate development in organizational competency to build a deliberative process for innovation and continuous improvement in the member experience.
    • Establish member experience benchmarks across key areas of member interaction, implement any additional metrics required to understand performance and provide ongoing reporting.
    • Lead creation and adoption of Member Experience methodology across the organization, including, but not limited to: processes, departmental workflow, tools and best practices.




    • Bachelors Degree in Business or other relevant related field
    • Minimum 10 years progressive experience in member experience strategy.


    • Strong empathy for members and passion for growth
    • Enthusiastic and creative leader with the ability to inspire others, and a passion for delivering best in class member experience.
    • Diplomacy, an innovative spirit, member service excellence, and a data-driven mindset.
    • Superior interpersonal and collaboration skills and proven track record in effectively achieving results in a cross functional or matrix environment.  Superior influencing skills.
    • Outstanding ability to prioritize complex initiatives against business goals.
    • Strong ideation skills - an idea generator- with ability to align and gain consensus for ideas.
    • Excellent written, verbal, and presentation skills. Ability to communicate effectively at all levels of the organization.
    • Effective in finding workable solutions and organizational alignment in highly complex or ambiguous situations.
    • Demonstrated leadership, decision-making, and team building skills. Ability to influence across a matrix organization.
    • Outstanding problem solving skills.
    • Proven ability to implement transformational programs, using business value as a driver.




    Patelco Credit Union is an EO Employer - M/ F/ Veteran/ Disability


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