Chief Member Experience Officer

Gulf Winds Credit Union offers innovative financial tools that give our members freedom to live life with their finances under control. Since our founding in 1954, we have grown from a single branch in Pensacola, Florida, to a regional institution with over $1 billion in assets and 83,000+ members across Florida, Alabama, and Georgia. From daily banking needs to investment services, our members aren’t treated like an account number, but as part of the family.

Our Values

We are guided by our core values of Integrity, Care, Growth, and Innovation and are dedicated to our members, our community and each other.

Integrity

We own our decisions and actions by doing the right thing, learning from our mistakes, and taking responsibility.

Care

We help members meet their goals by listening to understand and offering the best solutions, placing kindness above all else.

Growth

We set ambitious goals, provide personal development opportunities, and encourage results.

Innovation

We challenge the status quo to enhance the member’s experience and solve tomorrow’s challenges today.

Working at Gulf Winds

Working at Gulf Winds is not just a job, it’s a career. We’re hiring collaborative, motivated people who want to love what they do. We are forward-thinking and family oriented. We recognize and reward excellent member service and have fun while working hard. When you join the team, you can expect :

• Open and transparent communication with your leaders
• Consistent coaching and opportunities to improve performance.
• Collaborative and team-focused environments
• Short and long-term professional development
• Opportunity to participate in cross-functional projects.
• With you on our team we can achieve our vision of becoming the leading and most trusted credit union on the Gulf Coast.

Role

The Chief Member Experience Officer (CMXO) plays a pivotal role in leading and optimizing the overall member journey across all touchpoints. The CMXO ensures that Gulf Winds delivers an exceptional, consistent, and values-driven experience that deepens relationships, drives loyalty, and aligns the member experience with our Target Market. They are responsible for driving growth results and shaping the future of a high‑performing Credit Union.

This position develops and delivers the short-term and long-term Retail Branch Network, Digital Branch, Wealth Management, and Operations strategic objectives that lead to a Member Experience that is focused on the overall member relationship. The CMXO is responsible for the development, implementation, and execution of strategic Member Experience initiatives in accordance with policies established by the President / CEO and Board of Directors. The position monitors performance of key indicators of the Credit Union while assessing market and regional trends. The CMXO is responsible for driving revenue through innovative products and services while managing the appropriate risk appetite.

The CMXO is a key leader in our team, overseeing all Retail Branch Operations within the Credit Union. This includes developing, implementing, and managing Branch and ITM strategies that align with the Credit Union's goals and regulatory requirements. The CMXO seeks opportunities to strengthen Gulf Winds' Member Experience and protect the Credit Union's financial strength. They also collaborate closely with executive management team members, auditors, and regulators.

Essential Functions & Responsibilities

Serve as the voice of the member within the organization, ensuring that decisions, policies, and processes reflect the needs and expectations of our members.

Partner with executive peers to align operations, retail design and location, digital, and wealth management initiatives around a unified member‑centric vision of a high performing credit union.

Oversee member service operations across branches, digital channels, and contact centers to ensure consistent service excellence. Identify and improve pain points in the member journey using data, feedback, and analytics.

Lead the design and implementation of service standards and performance metrics to measure and enhance member satisfaction and loyalty. Drive Net Promoter Score (NPS) and member satisfaction goals through continuous improvement initiatives.

Partner with Technology and Marketing to advance digital transformation and ensure a cohesive omnichannel experience. Use data and voice‑of‑member insights to drive innovation, develop new products, and refine existing services.

Stay informed on credit union and financial industry trends to identify emerging opportunities to enhance the member experience.

Collaborate with the Marketing team to ensure the Gulf Winds brand is consistently represented in all member interactions and within our Retail locations. Ensure that communications, educational programs, and community engagement initiatives strengthen trust and deepen relationships.

Performs other job‑related duties as assigned.

Performance Measurements

Knowledge and Skills

Experience : Ten‑plus years of progressively responsible experience in the Credit union industry. Minimum five years of senior executive management experience.

Education : Bachelor's degree in business administration or related field or equivalent combination of education and experience.

Interpersonal Skills : Motivating or influencing others is a material part of the position, requiring a significant level of diplomacy and trust at all levels of the organization. Obtaining cooperation (internally and / or externally) is an integral part of the position, and a high level of interpersonal skills is critical to success. Work frequently involves contacts requiring considerable discussion of problems, material presentations, and resolving issues impacting other units.

Other Skills

Physical Requirements

This role requires sitting at a computer for most of the day. This role would also require the ability to file files, open filing cabinets, and bend or stand as necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

Work Environment

The position is based in‑office in our Pensacola, Florida market, operates primarily in an office setting, and routinely uses standard office equipment such as computers, Confidential Page : 3 / 3 printers, and phones. This position requires consistent presence in the office to collaborate with team members and fulfill job responsibilities effectively. It requires the ability to actively participate in conference calls and meetings with other Credit Union team members and vendors. The normal expected work schedule is Monday through Friday, 8 : 30a.m. to 5 : 00p.m. After hours work or travel required to meet project deadlines or attend conferences, seminars, or meetings. Must adhere to safety rules and regulations.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Gulf Winds is an Equal Opportunity Employer. Drug Free Workplace.

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