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Job Openings: Vice President of Member Experience (Arlington)

Announcement Number:2022-81
Announcement Date:July 26, 2022
Location of Position:Arlington
Salary:Based on experience
Days:Based on need
Hours:Based on need


Arlington Community Federal Credit Union (ACFCU) is announcing a search for a vice president of member experience (VPMX). This job is for you if you are an inspiring leader who enjoys helping others reach their goals. The VPMX is an exciting new position reporting to the chief operating officer with four direct reports. In this role, you will create a cohesive member experience and vision and support direct reports in leading all delivery channels of the contact center, branch operations, remote delivery, brand, and other resources. The VPMX ensures and delivers a remarkable and consistent experience to the members across the credit union’s products, services, and channels. Providing leadership, strategic thinking, and pragmatic action to identify, plan, and execute strategies will be critical responsibilities for this position. As the VPMX, you will be able to achieve excellence in member service while promoting a culture of value-driven services across all member touchpoints.

This is an opportunity to collaborate with other credit union leaders to lead the design and implementation of cultural and experiential change. You are focused on building relationships with members and are passionate about the member experience. The VPMX is also responsible for continually developing one-on-one coaching for team members.

The VPMX leads efforts to plan, organize, motivate, and control resources, procedures, and protocols to achieve specific goals and allocates, adjusts, and manages resources to prioritize. You will strategically develop, prioritize, and oversee enterprise-wide member experience initiatives aligned to our core values and operational philosophies while striving to anticipate and identify members’ needs. You will provide leadership to member-centric areas (including branch and contact center teams) to meet organizational goals across products and services and identify processes and programs to improve effectiveness, efficiency, and security.


The credit union is in growth mode. Candidates should be ready to bring innovative ideas into the branches and call center while serving as a strategic leader in the credit union. The VPMX is a driver of strategy; this person is responsible for overseeing member experience from the front lines and mapping what member experience is for the credit union. Ensuring operational efficiency and safety in each area and creating process improvements are primary goals in this role. ACFCU’s mission is to find solutions that empower the financial lives of its members by delivering remarkable service. At ACFCU, remarkable service means embodying core values in all interactions with members, potential members, co-workers, and the community. ACFCU seeks to create opportunities for impact to inspire ongoing positive change.

A bachelor’s degree is required to apply. Candidates must have ten years of similar or related experience and ongoing learning through certifications, workshops, and conferences. Top candidates will have a master’s degree in business, finance, management, or continued education through certificates. In addition, candidates who excel will have a proven track record of robust and influential leadership and critical thinking.

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DDJ Myers is the executive search consultant for this organization. Our expertise is in supporting leadership teams in sustainable practices for high-performing organizations through succession planning, leadership development programs, executive coaching, board governance and renewal, and executive search. Please learn more about us at www.ddjmyers.com.

To submit your confidential résumé and learn more about the position represented by DDJ Myers, Ltd., please go to http://ddjmyers.com/positions/ or call (800) 574-8877.

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Carefully read the above posting for specific information on how to apply for this position. If the credit union requests you apply through their website or directly through email to one of their staff members, please use that method to ensure timely consideration for the position you seek.

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