Chief Experience Officer
Company: Consumer Retail Banking, Houston, TX
Posted on: December 9, 2018
** We currently have a Chief Experience Officer (CXO) opening at our headquarters in Westchase (West Houston near Sam Houston Beltway) ** The Chief Experience Officer will enhance Company’s value to its members by driving the sales, service, and promotion of quality products and services in an omni-channel environment. Create an exceptional member experience transcending all of the various member contact points including: Mobile and Internet-based applications; Telephone Contact Center (people and technology); and a robust physical Member Service Center network disbursed throughout the Houston Metropolitan area. Create a superior member service experience thereby strengthening members’ relationships with Company and improving member’s financial well-being throughout their lives. 1. 15% - Establishes and execute market area plans that guide market share growth in Company Cu’s defined target market areas. Maximizes channel fulfillment and pull-through throughout a multi-channel delivery system. Create an exceptional member experience in the members chosen channel as well as a homogeneous member experience across all channels. Proactively cultivate business and community relationships in the financial services industry to build partnerships and identify opportunities for Company CU’s strategic growth in relevant markets. 2. 15% -Communicates professionally with all employees to ensure positive and clear understanding of credit union goals and direction. Demonstrates effective leadership skills, creating a positive work environment where employees thrive, and the organization achieves desired results. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive moral throughout Company CU, by embracing our mission, vision and core values. Work one-on-one with team members, including down line. 3. 15% - Solves problems of substantial variety and complexity. Successfully undertake tasks broad in nature, requiring ingenuity and originality and coordinates with other groups for a “seamless brand experience.” Bring forth well thought out recommendations to improve processes, expand channel usage including channel migration strategies to improve efficiency, and reduce expenses. Well thought out recommendations will include through analysis and appropriate due diligence. 4. 15% - Establish and monitor well-thought out budgets for areas of responsibility. 5. 15% - Formulates and recommends production, service and operational goals for the entire member service network. Oversees the execution of business plans with the primary goal of generating top performance in Branches, e- Branch and Virtual platforms. Collaborates with peers to execute and monitor production and service programs for effectiveness and recommend necessary changes for further enhancements as required for a seamless “brand experience.” 6. 15% - Lead brand promotions and execution efforts. Develops and implements strategic and tactical plans to retain and grow membership, deepen member relationships in targeted markets; and increase member engagement. 7. 10% - Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Enforces compliance to BSA and anti-money laundering laws accordingly. REQUIREMENTS Ten (10) or more years of progressive marketing; sales management; and channel development experience in a bank or credit union, with a preference for experience in “seamless branding” for the membership of Company. Minimum of five (5) years in senior management or V.P. level. Education/Certifications/Licenses College degree in marketing, finance or related business field. MBA preferred. Interpersonal Skills Work frequently involves contacts requiring considerable discussion of problems, material presentations, and resolving issues impacting multiple departments or divisions. The ability to motivate or influence others is a material part of the job, requiring a significant level of professional diplomacy, trust and relationship. Obtaining cooperation and agreement (internally and/or externally) is an important part of the job and a expert level of interpersonal and written communication skills are critical to the success of this position. Other Skills Knowledge of Financial institution products, services, and policies. Professional service delivery standards. Environmental, economic, and market factors. Promotes technology-based delivery systems and how they can be leveraged to meet organizational goals and mission.
Keywords: Consumer Retail Banking, Houston, TX, Houston , Chief Experience Officer, Executive , Houston, Texas
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