Chief Experience Officer

POSITION SUMMARY

The Chief Experience Officer (CXO) is a strategic and servant leader responsible for leading Verve's retail banking and member experience strategy across all member-facing channels. Reporting directly to the President/CEO, the CXO ensures a consistent, relationship-based experience that strengthens member loyalty, drives sustainable growth, and advances Verve's commitment to helping members thrive financially.

The CXO provides executive leadership for Verve's branch network, digital branch, consumer lending delivery channels, financial wellness initiatives, member experience programs, coaching and training functions, and market operations. This role is accountable for member growth, member retention, product penetration, consumer lending performance, service excellence, operational performance, leadership effectiveness, and team member capability across the retail organization.

As a member of the senior leadership team, the CXO partners closely with the Chief Growth Officer and other enterprise leaders to align growth strategies, member journey initiatives, organizational priorities, and business results. The CXO champions a culture of accountability, coaching, continuous improvement, and servant leadership while balancing member value, operational excellence, and long-term organizational success.

POSITION RESPONSIBILITIES

Member Experience, Retail Growth & Strategy

• Own and execute Verve's retail banking and member experience strategy across all physical and digital delivery channels.
• Drive member growth, retention, loyalty, advocacy, product penetration, and consumer lending performance through exceptional service and relationship-based banking.
• Ensure consistent, seamless member experience across branches, service centers, video banking, outbound calling, and digital channels.
• Partner with the Chief Growth Officer to align growth strategies, member journey initiatives, and experience delivery expectations.
• Champion member feedback, NPS, service recovery, and continuous improvement efforts that strengthen member relationships and financial wellness.

Omnichannel Operations & Performance

• Provide strategic oversight of branch operations, digital branch operations, service centers, consumer lending delivery, financial wellness, and member support functions.
• Establish performance standards, accountability measures, and operating disciplines that drive operational excellence, efficiency, and regulatory compliance.
• Leverage data, technology, and process improvement to enhance service quality, accessibility, scalability, and member outcomes.
• Optimize resources, staffing models, and delivery channels to meet evolving member needs and business objectives.

Leadership, Talent & Organizational Capability

• Develop high-performing leaders through coaching, performance management, succession planning, and talent development.
• Foster a culture of accountability, ownership, collaboration, and service excellence across all member-facing teams.
• Lead retail sales and service training strategies in partnership with the VP of Culture + Capability to strengthen organizational capability and performance.
• Ensure leaders effectively execute coaching, leadership development, and performance expectations throughout the retail organization.

Enterprise Leadership & Collaboration

• Serve as a strategic member of the senior leadership team, contributing to enterprise planning, organizational performance, and long-term business success.
• Collaborate with leadership to align member experience, growth, operational, technology, risk, and talent strategies.
• Advocate for member and frontline insights in organizational decision-making.
• Champion Verve's culture, purpose, and servant leadership philosophy while building strong relationships within the communities served.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in business, finance, or a related field required.  
• 10 years of progressive leadership experience in retail banking, credit union operations. Branch leadership, consumer lending, member experience, or related financial services experience.
• 8 years of pervious leadership experience leading leaders and managing large, multi-site, or multi-channel service organizations.

KEY COMPETENCIES

• Creates a compelling vision, aligns teams around enterprise priorities, and translates strategy into measurable results.
• Creates and sustains exceptional member experiences that drive loyalty, advocacy, and long-term relationships.
• Deep understanding of branch operations, digital service delivery, consumer lending, financial wellness, and relationship-based banking.
• Drives sustainable growth through member acquisition, relationship development, performance management, and operational effectiveness.
• Builds high-performing leaders through coaching, accountability, succession planning, and talent development.
• Establishes clear standards, drives execution discipline, manages risk, and continuously improves organizational performance.
• Utilizes analytics, performance metrics, and member insights to identify opportunities and improve results.
• Builds trusted relationships and effectively influences outcomes across all levels of the organization.
• Successfully leads transformation efforts while maintaining employee engagement and member focus.
• Leads with humility, accountability, integrity, and a commitment to developing others and serving members.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.
• Physical Requirements: Ability to sit or stand at a desk the majority of the day; talk or hear; stand or walk occasionally. While performing the duties of this job, the team typically utilizing a computer, keyboard, and phone.  May occasionally reach with hands and arms; stoop, kneel, and crouch.

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.