Chief Member Experience Officer

Company DescriptionCampus Federal, founded in 1934 by LSU employees, proudly serves over 59,000 individuals and business members across Louisiana. With offices in Baton Rouge, New Orleans, and Shreveport, Campus Federal is one of the largest credit unions in the state, offering a wide range of financial services, including auto loans, mortgage loans, and cutting-edge online banking tools. Known as a “Trusted Financial Partner,” the credit union fosters strong relationships with its members, select employee groups, and local businesses. Dedicated to community and member success, Campus Federal continues to evolve and give back to Louisiana.Chief Member Experience Officer (CXO)Campus Federal Credit Union Location: Baton Rouge, Louisiana Status: Full‑time | Executive Leadership | In‑Office Position Lead the Member Experience. Drive Growth. Shape the Future.Campus Federal Credit Union is a $900M credit union seeking a dynamic, mission‑driven executive to serve as our Chief Member Experience Officer (CXO). This role is ideal for a strategic leader with deep expertise in retail financial services, marketing, member growth, and business development who is passionate about enhancing lives through exceptional member service.As a key member of the Executive Team, the CXO will lead Retail Branch Operations, Marketing, Business Development, and Member Experience strategies to drive member growth, deposit growth, engagement, and loyalty—while ensuring alignment with Campus Federal’s mission, values, and long‑term strategic goals.The Chief Member Experience Officer is responsible for the overall strategy, leadership, and execution of Campus Federal’s member‑facing operations. This executive partners closely with Lending, Operations, and Finance leadership to create seamless, high‑impact experiences across all channels.Success in this role requires a balance of strategic vision, operational discipline, and relationship‑drivenleadership. Strategic and Executive LeadershipRecommend organization‑wide strategies, goals, objectives, and policies to the CEO and Board of DirectorsAs a member of the Executive Team, translate long‑range strategies into actionable departmental plansServe on Executive Management, ALM, and other committees as requiredStay current on industry trends related to member experience, retail banking, sales, and financial servicesRetail Operations and Member ExperienceDevelop and execute a comprehensive retail strategy aligned with growth goals and member‑centric valuesLead all retail delivery channels to ensure operational excellence and consistent service qualityFoster a culture of exceptional service and continuous improvementOversee resolution of member complaints to protect loyalty and the Campus Federal brandGrowth, Sales and Business DevelopmentDesign and implement an organization‑wide sales strategy focused on proactive relationship buildingDrive business development initiatives to expand market presence and deepen SEG and community partnershipsSupport product, deposit, and membership growth initiativesMarketing and Brand Leadership Direct the marketing function to build brand equity and execute data‑driven campaignsAlign marketing efforts with member experience, product development, and growth strategiesDigital Experience and Innovation Collaborate with the COO to ensure digital delivery strategies meet member needs and support growthChampion digital adoption and innovation to improve the member journeyFinancial and Performance ManagementDevelop and manage departmental budgets and participate in enterprise‑wide budgetingImplement and monitor member satisfaction, loyalty, and engagement metricsDrive performance improvements using data and insightsTalent and Culture Coach, mentor, and develop leaders and high‑performing teamsPromote employee engagement, accountability, and collaboration QualificationsEducationBachelor’s degree in Business, Finance, Marketing, Management, or related field requiredMaster’s degree or MBA preferredExperienceMinimum of 10 years of progressive leadership experience in one or more of the following: Retail banking or credit union operationsBusiness developmentMarketingMember experience leadershipProven success leading cross‑functional teams and driving growth through service excellenceAt Campus Federal, our mission is to be your trusted financial partner for every stage of your life. Campus Federal Credit Union is an Equal Opportunity Employer.Interested candidates may apply by completing our online application, submitting a cover letter and resume outlining their leadership experience and vision for member experience excellence. All applications should be submitted by June 1, 2026. Only those most qualified will be contacted. Visit www.campusfederal.org/careers to learn more about culture and benefits and to apply.