Member Experience Manager - Credit Union

FSR is a leading provider of premier talent for credit unions (Direct -Hire) specifically recruiting for the credit union industry.  Our experienced placement professionals have an unparalleled understanding of our client’s business culture and candidate expectations. We expertly match our candidates talent to our clients need for any all staff levels within the credit union organization, from teller to CEO we can make it happen for you.

We are seeking a dynamic, forward thinking Member Experience Manager to help lead the next phase of growth, culture enhancement, and organizational development for our credit union.

This is not a traditional branch management role. We are looking for a leader who can bring fresh ideas, inspire teams, strengthen member relationships, and help create an exceptional experience for both members and employees.

The ideal candidate will be passionate about employee development, coaching, performance management, business development, financial literacy, sales leadership, and building a culture centered around service excellence, accountability, and growth.

This individual will play a key role in elevating the overall member experience while driving employee engagement, staff development, community involvement, SEG relationship growth, and continued organizational success.

Key Responsibilities

• Lead and elevate the overall member experience across the organization

• Develop, coach, mentor, and inspire staff to create a high performing, service driven culture

• Provide ongoing coaching, feedback, and performance management to support employee growth, accountability, and professional development

• Conduct performance evaluations, establish goals, monitor progress, and address performance concerns in a timely and constructive manner

• Identify and develop future leaders through succession planning, training, and career development initiatives

• Drive sales initiatives and support growth strategies throughout the credit union

• Serve as the primary business development contact for SEG relationships and help reestablish and strengthen those partnerships

• Lead financial literacy and member education initiatives within the community

• Identify opportunities to improve processes, service delivery, employee engagement, and operational effectiveness

• Foster a culture of innovation, accountability, collaboration, and continuous improvement

• Resolve complex member situations while maintaining professionalism, service excellence, and sound judgment

• Perform operational approvals and support daily branch and member service operations as needed

• Ensure compliance with all applicable regulations, including but not limited to the Bank Secrecy Act

• 3 to 5 years of experience in business development, sales management, branch management, credit union leadership, or a related financial services role
• Demonstrated success leading teams and creating a culture of accountability, employee engagement, and service excellence
•  Proven coaching abilities with experience developing employees, improving performance, and helping team members achieve professional growth
• Strong performance management experience, including conducting evaluations, setting expectations, providing feedback, and addressing performance issues
• Experience recruiting, onboarding, training, and retaining employees
• Strong understanding of member service, sales culture, relationship building, and community engagement
• Experience resolving complex member situations while balancing service, sound judgment, and risk management
• Knowledge of credit union or financial institution operations, procedures, and regulatory compliance requirements, including the Bank Secrecy Act
• Strong communication, leadership, organizational, and problem solving skills
• Ability to think strategically while also being hands on and actively engaged with staff and members

What We Are Looking For

We are seeking someone who is energized by growth, development, and creating positive momentum within an organization. The right candidate will bring new ideas to the table, build strong relationships both internally and externally, and create a culture where employees and members genuinely feel valued.

The ideal candidate will have a proven ability to coach, develop, and retain employees while fostering accountability, engagement, and continuous improvement. They will be a visible leader who leads by example, inspires others to succeed, and helps position the credit union for future growth.

If you are passionate about leadership, service excellence, employee development, business development, community engagement, and helping shape the future growth of a credit union, we would love to hear from you.

All your information will be kept confidential according to EEO guidelines.