Chevron Federal Credit Union is one of the top-run credit unions in the country
– and one of the largest, with $5 billion in assets. Yet our corporate culture
is not stuffy: the Team Spirit Committee runs fun activities and charitable
events throughout the year, and work-life balance, mutual respect, diversity,
and providing a voice for every employee are all important to us. As you might
imagine, we provide competitive pay and great benefits, including:
Bonus/incentives for all regular employees
401(k) with 8% company contribution
Medical, dental, and vision insurance for employees and dependents paid at
80%
PTO and paid sabbaticals
Tuition reimbursement
GENERAL SUMMARY
The Chief Experience Officer (CXO) is accountable for consistent, high-quality
member experience across all channels for the credit union. This role sets the
enterprise experience strategy and leads execution across the branch network,
virtual center, call center, and member services. Drives the credit union’s
brand and communications strategy and execution. Partners with other credit
union leaders to balance member experience, risk management, and growth
considerations. The CXO also owns the growth strategy and results for deposits
and membership.
Position Duties & Functions
Own the member experience strategy and enterprise outcomes for deposits and
membership growth. Translate strategy into a focused operating plan with
clear measures, accountability, and execution through VPs and SVPs, including
retention and share-of-wallet growth across segments.
Drive performance across Branches, Virtual Center, Call Center, Business
Development, and Member Services and Marketing through VP/SVP leadership,
with shared standards, operating rhythms, and disciplined execution.
Build a proactive, member-centered sales culture across Branches, the Virtual
Center, the Call Center, Business Development, and Member Services. Establish
clear sales and service expectations, coaching and inspection routines, and
consistent follow-through while ensuring that strategies and execution are
grounded in members’ demonstrated needs.
Ensure the brand is protected and advanced, and that member communications
and campaigns are clear, coordinated, and aligned to business priorities.
Own branch/ATM footprint strategy, hours, staffing, and staff readiness. Make
recommendations on openings, relocations, remodels, consolidations, or
closures based on member needs and performance.
Lead cross-functional initiatives that materially improve experience, growth,
digital adoption, and operational effectiveness. Drive prioritization,
decisions, and follow-through.
Serve on key committees (Member Experience, Digital, Fraud, ERM, ALCO,
Compliance) and ensure decisions translate into execution and measurable
impact.
Serves as a primary liaison between the Credit Union and senior leaders of
our primary sponsors and SEGs. Oversee the advisory councils’ strategy to
obtain local feedback and to ensure that branches are effectively serving
local members.
Demonstrate enterprise-first leadership, including receptivity to feedback
and challenge, a high level of skill in navigating across formal functional
boundaries, and the ability to adjust strategy when new evidence, stakeholder
input, or changing business conditions warrant a pivot.
Own budgets, forecasts, and vendor performance for the Retail Delivery and
Marketing organization, ensuring disciplined investment, productivity, and
ROI.
Leverage artificial intelligence, analytics, and emerging technologies across
member-facing functions. Identify and scale opportunities that improve member
experience, employee effectiveness, sales effectiveness, personalization,
operational efficiency, and growth outcomes while maintaining appropriate
governance, controls, and risk management.
Work closely with Fraud and related teams to reduce losses, improve controls,
and protect member trust. Ensure frontline processes and service recovery are
aligned and effective.
Other duties as assigned
POSITION REQUIREMENTS
EXPERIENCE and EDUCATION
10 - 15 years of related credit union or other financial institution
experience required.
Bachelor's degree required. Advanced degree preferred.
An equivalent combination of education and experience may substitute for the
stated qualifications.
KNOWLEDGE and SKILLS
Proven ability to lead large, multi-channel member-facing organizations with
measurable outcomes in deposits, membership growth, service quality,
productivity, and retention.
Demonstrated capability to design and execute deposit and membership growth
strategies, including segmentation, campaign execution, and field enablement.
Strong enterprise leadership and change management capability, including the
ability to align stakeholders, drive adoption, and execute through ambiguity.
Risk-informed, member-first decision making, including the ability to balance
growth, service, and control requirements in member-facing environments using
data, trends, and sound judgment.
Strong coaching and inspection routines across areas of oversight.
Demonstrated ability to oversee Marketing and Communications, ensuring brand
integrity, effective messaging, and integrated go-to-market execution.
Strong partnership orientation with Fraud, Risk, and Compliance, balancing
frictionless service with prudent controls and member protection.
Advanced business and financial acumen, including budgeting, forecasting,
capacity planning, and performance management for complex operations.
Deep understanding of retail banking or credit union delivery models (branch,
contact center, digital servicing), service recovery, and frontline
enablement.
Data-driven operating discipline, including KPI design, dashboard fluency,
and the ability to translate insights into operational actions and improved
outcomes.
Strong talent development skills, including building leadership bench
strength, setting clear expectations, and driving accountability with a
constructive, human approach.
Executive-level communication skills, including the ability to synthesize,
influence, and represent the organization with credibility to internal
leaders, committees, and external stakeholders.
Strong vendor and partner management capability, including setting service
expectations, ensuring accountability, and managing performance to outcomes.
High judgment and decision quality, balancing member impact, business
priorities, and risk considerations.
COMPETENCIES
High level of accountability for results.
Ability to learn quickly and adapt to change; ability to quickly learn
specialized applications and systems.
Initiative and self-direction.
Ability to effectively communicate and collaborate with people at all levels.
Sound problem-solving and decision-making ability, including the ability to
prioritize.
Ability to understand and align with our core competencies through daily
projects and tasks:
Growth Mindset
Diversity & Inclusion
Communication
Change Ready Leadership
Responsibility
Problem Solving
Tech & Data Savvy
CU Business Acumen
PHYSICAL DEMANDS
Work involves extensive computer use, up to 8 hours per day. Appropriate
vision, dexterity, and other physical abilities are required.
May include occasional pushing, pulling, or carrying objects weighing up to
20 pounds.
Must be able to speak and present on the telephone and/or through digital
means of communication, including but not limited to Zoom/Teams/or other
video technologies.
We are an equal opportunity employer, and all qualified applicants will receive
consideration for employment without regard to race, color, religion, sex,
sexual orientation, gender identity or expression, pregnancy, age, national
origin, disability status, genetic information, protected veteran status, or any
other characteristic protected by law. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
SALARY AND BENEFITS:
Benefit information can be located on our Careers page here:
https://www.chevronfcu.org/about-us/careers
[https://www.chevronfcu.org/about-us/careers]
Salary Range: $311,000.00 - $438,000.00
This position participates in the Management Incentive Plan. Target annual
incentive opportunity is 30% of incentive-eligible earnings. Based on
institutional performance and individual performance, the total annual incentive
opportunity ranges from 0% to 46.5% of incentive-eligible earnings. Incentive
payments are discretionary and subject to approval in accordance with plan
terms.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:
Chevron Federal Credit Union (CFCU) is an equal opportunity employer. All
qualified applicants will receive consideration for employment without regard to
race, color, religion, sex, national origin, veteran status, disability, sexual
orientation, gender identity, or any other protected status. CFCU participates
in E-Verify.
If you are an individual with a disability and require a reasonable
accommodation to complete any part of the application process or are limited in
the ability or unable to access or use this online application process and need
an alternative method for applying, you may contact us at 800-232-8101 for
assistance.
CFCU Is CPRA Compliant for California Employees and Applicants, to review the
Notice at Collection, click here
[https://www.chevronfcu.org/docs/librariesprovider7/pdfs/notice-at-collection-(employment)-.pdf].
To submit a request, please refer to the Careers page for the CPRA Request Form.
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