• VP, Client Experience

    Job Locations US
    Req No.
  • Overview

    CO-OP Financial Services is currently looking for a VP, Client Experience.

    The Vice President, Client Experience will be responsible for defining and implementing an enterprise-wide client experience strategy built to exceed client expectations and drive loyalty.

    Together with UX and the Client Experience Program Manager, the VP Client Experience will be responsible for reviewing the entire CO-OP ecosystem through the lens of our clients, both internally and externally, and guide the development of a world-class customer journey in conjunction with MX, operations, product, sales and service to enhance customer interest and allegiance, increase retention, and drive client value and success.

    The Vice President, Client Experience will leverage the client as a business partner by using their feedback to develop and drive simplistic and holistic solutions. This role includes developing a systematic approach to regularly assessing current offerings, utilizing and understanding experience metrics, and architecting and implementing CX strategy across the business. They will drive cultural transformation and act as a leading voice across the financial services industry.

    This candidate will be well versed in conducting research and will focus on learning what is in the hearts and minds of our clients and the members they serve, be a storyteller of the customer journey, and drive ideation and solutions that will meet client needs and innovate beyond their expectations.  


    • Lead the design and implementation of a client experience strategy that unifies client initiatives across the business and addresses multiple client audiences, both internal and external to CO-OP
    • Identifying areas of dissatisfaction and develop plans to monitor and make improvements that will ultimately lead to improved experience
    • Develop a deep understanding of the client journey and advocate across all business functions to co-create client solutions, by:
      • Creating and visualizing customer personae and map client journeys across and throughout the lifecycle, capturing touch-points and highlighting areas of friction
      • Partnering with different business units to understand client strategy goals are understood and the intent and measures of success are defined
      • Driving improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to listen and evaluate the client experience
    • Design approaches to client journey modeling that takes both the credit union and its member into account, aiming to improve cross-channel ROI and deliver the smoothest client experience possible.
    • Establish a system of metrics, scorecards and other tools to measure and test against the desired client journey on an ongoing basis.
    • Inspire the business to be customer-centric, by contributing to business-wide understanding of metrics, performance and design principles.
    • Participate in the continual development, tracking, and reporting of CX goals and strategy progress.
    • Deploy CX best practices for listening, interpreting, and acting on customer feedback using structured and unstructured data to deliver actionable customer insights.
    • Partner with and mentor the Client Experience Program Manager.
    • Measure customer interactions and impact through internal and external client feedback; with the ability to utilize and analyze multiple data sources.
    • Identify and communicate market gaps; influence internal partner innovation and action.
    • Be a champion for the client, helping to lead and develop an organizational culture that is focused on delivering satisfying experiences to our internal and external stakeholders.  
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.


    This position requires a Bachelor's Degree. MBA preferred. We are looking for a minimum 10 Years Financial Services Experience along with a minimum 12 Years in a role focused on client service, user experience, client experience or some combination thereof.

    We are looking for a team player within the MX Leadership team as well as with cross functional partners. Must have strong knowledge of customer satisfaction drivers and dissatisfiers, knowledge of the financial services marketing, both B2B and B2C, a high level knowledge of research tactics and techniques and an in-depth experience and understanding of voice of customer.

    The ideal candidate must be passionate about driving continuous improvement for the whole organization, leading by example and desire to be best-in-class on a consistent basis. Must demonstrate a track record of designing and affecting organizational change with a focus on the client experience. The successful candidate will have a deep understanding of where products and services are migrating to in the future and how to best design the subsequent experience.  They will have a strong record of achievement in applying a customer mindset to development of solutions and approaches and the demonstrated ability to show a measurable ROI against their initiatives. They will be prepared to address multiple customer audiences: internal, credit union, and the member. Decisive leadership and a curious mindset are critical.  Ability to drive complex business change via collaboration and peer leadership is also central to success.

    About Us

    CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,300 shared branches (with 2,000 self-service locations). Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.


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