SVP, Member Experience

Formed in 1934, Telhio began as a credit union for Columbus Telephone Company (now AT&T) employees. Telhio now serves over 70,000 member-owners throughout central and southwest Ohio. As one of the largest credit unions in Ohio, Telhio is a strong financial institution that continues to serve its members through extraordinary service, innovative financial solutions and community involvement. After generations of service and growth, we never lose focus of our three core values - Caring, Commitment, and Integrity.

Position summary

Telhio Credit Union seeks a Senior Vice President, Member Experience to lead how members experience Telhio. Reporting to the President/CEO and based at our Columbus headquarters, the SVP will lead enterprise-wide initiatives to create a seamless member experience by removing friction across all channels, systems, and operational processes that support member interactions.

The SVP will set clear experience standards, build the insight to measure them, and partner with Operations, Technology, Lending, Risk, and Process/Continuous Improvement, and Human Resources to identify opportunities to improve processes, policies, and tools that create unnecessary effort. Success will be measured by fewer steps, faster resolution, stronger member loyalty, and an engaged workforce equipped to serve.

This is a builder and integrator role: the SVP owns the experience standard, the data behind it, and the cross-functional accountability to deliver it.

Key responsibilities

Experience strategy and vision

• Define and own an enterprise experience strategy that connects member experience, and operational processes that support member experience , and the credit union''s mission, brand promise, and strategic plan.
• Set clear, measurable experience standards for every channel (branch, contact center, digital, lending, collections, member service) and hold the organization accountable to them.
• Serve as the voice of the member at the executive and board level, translating insight into decisions on investment, policy, and priorities.

Member experience

• Lead end-to-end journey mapping for the moments that matter most: joining, opening accounts, getting a loan or mortgage, resolving a problem, managing fraud or disputes, and life events such as hardship or a death in the family.
• Build a unified voice-of-member program that combines surveys (NPS, CSAT, Customer Effort Score), complaint data, call and chat analytics, digital behavior, and frontline feedback into one view.
• Partner with Digital and Technology on a consistent omnichannel experience so members can start in one channel and finish in another without repeating themselves.
• Champion inclusive, accessible design for members across ages, abilities, languages, and financial circumstances.
• Identify the tools and resources that will equip our employees to be better service our members
• Map internal journeys and remove the obstacles staff face.
• Establish a voice-of-employee feedback loop to functional leadership so frontline staff can flag broken processes and see them fixed.
• Expand frontline empowerment: decision rights, service-recovery authority, and clear guidance on when to say yes.

Friction removal

• Stand up and lead a standing friction-removal program that finds, sizes, prioritizes, and eliminates effort for members and employees.
• Identify root causes of repeat contacts, handoffs, wait times, manual workarounds, redundant forms, and outdated policies.
• Challenge policies and controls that add effort without reducing risk, working with Risk and Compliance to find simpler ways to stay safe and compliant.
• Influence technology roadmaps, vendor selection, and automation (including AI and self-service) so new tools reduce effort rather than add it.

Insight, measurement, and governance

• Own the experience metrics framework and an executive experience dashboard reported to the leadership team and board.
• Quantify the business value of experience improvements in member retention, wallet share, cost to serve.

Leadership and culture

• Embed a member-first, low-friction mindset in how the credit union plans, builds, and makes decisions.

Qualifications

Required

• Bachelor''s degree in business, design, organizational psychology, marketing, or a related field or equivalent experience.
• 12+ years of progressive leadership experience, including 5+ years leading enterprise customer experience, member experience, service design, or operational excellence.
• Proven record of measurably reducing customer effort and improving loyalty metrics in a regulated, multi-channel environment such as financial services, insurance, or healthcare.
• Hands-on experience with journey mapping, voice-of-customer programs, and experience measurement (NPS, CSAT, CES, FCR).
• Experience participating in cross-functional process redesign using human-centered design, Lean, or Six Sigma methods.
• Demonstrated ability to influence peers and executives without direct authority over the functions being changed.
• Comfort presenting to a board and translating experience data into financial and strategic impact.

Preferred

• Master''s degree (MBA or equivalent).
• Credit union, community bank, or cooperative financial services experience, and appreciation for the not-for-profit, member-owned model.
• Experience with employee experience programs or a close partnership with HR on engagement and frontline enablement.
• Familiarity with digital banking platforms, contact center technology, CRM, and experience-analytics tools (for example, Qualtrics or Medallia).
• Experience applying automation and AI to service while preserving a human touch.
• Certifications such as CCXP or Lean Six Sigma Black Belt. or CUES certified executive

What you will earn:

• Competitive pay
• Benefits: medical, dental, vision, life and disability insurance
• 6% matching and immediately vested 401(k) plan
• Generous Paid Time Off and Paid Holidays
• Opportunity for personal career growth, continued education and mentorship programs
• Volunteer opportunities impacting the local community

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, you will need to have good manual dexterity as well as speaking and hearing ability. This position requires sitting; some reaching; standing; some stooping or kneeling. The employee must occasionally lift and move up to 50 pounds. It is expected that the employee will read, compile, compute and record numerical and statistical data. Must drive occasionally.

This is a Non-Collective Bargaining Unit

Telhio is an Equal Opportunity Employer