Job Description
Mid-Hudson Valley Federal Credit Union, located in Kingston, NY, is searching for a member-centric, strategic minded executive to assume the role of Chief Experience Officer. MHV is currently 1.67 billion in assets and serves more than 95,000 members in seven counties. This individual will direct the credit union’s Retail and Contact Center Operations, and Cash Management services. The role requires strong, visible leadership to build a collaborative, creative culture that drives enterprise-wide engagement and performance aligned with MHV’s mission and values. As a C-Suite Executive, partnering with the executive management team, the CXO will assist in developing the strategic vision for the credit union to drive organizational growth and member experience, connecting member insights to strategic development. Bachelor’s degree is required, and a graduate degree is preferred. This person must also have 10 to 15 years of increasing responsibility in member engagement and experience leadership. Responsibilities include, but are not limited to: Actively collaborates with the Board of Directors in creating a shared vision, providing strategy and leadership to ensure long-term sustainable growth and profitability. Responsible for development, monitoring, and executing the organization's strategic business plan, annual operating budget, and corporate scorecard, ensuring alignment with the overall vision and objectives. Partners with the senior management team to develop, evaluate and recommend policies, products, services, and processes that maintain the credit union's competitive edge and financial viability. Upholds consistent policy adherence, compliance with regulations and oversees the effective execution of established procedures. Maintains up-to-date knowledge of industry trends, market developments, and applicable regulations, ensuring informed decision-making and strategic planning. Effectively develops, articulates and presents information to the Board of Directors at planning sessions and board meetings. Leads and develops direct reports to achieve high performance in alignment with organizational policies and applicable laws. Provides clear direction through effective communication, goal setting, delegation, and ongoing coaching, while addressing employee relations and performance issues with sound judgment. Strengthens operational resilience by ensuring robust cross-training and continuity within areas of responsibility. Recommends and supports talent decisions including hiring, performance evaluations, promotions, compensation, recognition, and development programs in accordance with established HR policies and procedures. Champions the Credit Union’s mission and brand by embedding them into daily leadership and decision-making. Builds and maintains strong relationships with community leaders, organizations, and industry groups to enhance the Credit Union’s presence and reputation. Models collaboration and professionalism in all interactions, supporting enterprise-wide initiatives and fostering a cohesive, high-performing culture. Leads the credit union’s retail delivery strategy, ensuring a consistent, high-quality member experience and service excellence across all branch channels. Partners with retail leadership to design, implement, and continuously refine member service and sales strategies, building a scalable set of sales capabilities that drive sustainable growth and profitability. Owns the retail sales plan, aligning performance with strategic objectives and ensuring achievement of budgeted goals. Champions a responsive, member-centric culture by ensuring timely and effective resolution of member inquiries, issues, and complaints. Maintains deep expertise in branch operations and regulatory requirements, ensuring full compliance with applicable state and federal laws and oversees consistent execution across the retail network. Lead the successful operation of the Credit Union’s Contact Center, ensuring consistent delivery of high-quality member service and operational excellence. In partnership with the VP of Member Service and Director of Contact Center Operations, drives performance to meet or exceed service level targets, maintain high member satisfaction, and ensure timely, efficient resolution of member inquiries and issues. Define and lead the strategy for member cash management solutions, including deposit products, transaction accounts, and digital money movement capabilities. Partner with technology and operations teams to implement and enhance payment systems, core banking integrations, and automation capabilities. Develop and execute strategies to increase primary financial institution (PFI) status by deepening member engagement with everyday banking services. Report performance metrics (e.g., transaction volume, account growth) to executive leadership and the board. Performance Measureme