AVP of Member Experience + Growth (Digital) (52306)

POSITION SUMMARY

The AVP of Experience + Growth-Digital Branch leads the digital branch to deliver superior member experiences, achieve growth targets, and ensure compliance across all remote channels, including video tellers, phone service center, phone sales center, chat, and video banking.

This role translates enterprise strategies into digitalfirst execution plans and promotes a culture of sales, service, and continuous improvement. The AVP standardizes digital operations, ensures consistent service, manages performance, and upholds the credit union's servant leadership values.

POSITION RESPONSIBILITIES

Market Execution & Leadership

• Translate CGOdriven growth and experience strategies into digitalspecific execution plans across video teller operations, phone center teams, and digital appointment functions.
• Lead and collaborate with Digital Branch Managers and Market Operations Lead to achieve digital marketlevel sales, service, and operational goals.
• Monitor digital branch performance metrics (call quality, handle time, video transaction throughput, appointment conversions, etc.) analyze results and implement tactical adjustments.
• Serve as the strategic link between digitalchannel leadership and the CGO, providing insights, trends, and member feedback to influence enterprise strategies.
• Ensure consistent implementation of standardized digital workflows, escalation paths, and communication protocols.

Sales, Service, & Relationship Growth

• Ensure the digital branch proactively manages its book of business to deepen relationships, retain members, and increase product penetration through remote touchpoints.
• Lead proactive outreach strategies (digital appointments, outbound calling, targeted followups, crosschannel referrals) to grow wallet share and strengthen loyalty.
• Execute the Full Relationship strategy in digital channels, ensuring teams identify members' needs, present tailored solutions, and track followup actions.
• Partner with mortgage, consumer lending, and smallbusiness teams to increase digitaloriginated production and streamline referral pathways.
• Coordinate with marketing to align digital campaigns, outbound initiatives, and digital engagement opportunities with enterprise efforts.

Operational Excellence & Compliance

• Ensure operational consistency, efficiency, accuracy, and adherence to policies, procedures, scripting standards, and service protocols across all digital delivery channels.
• Partner with Market Operations Leads to maintain high audit performance, strong digital security controls, and compliance with regulatory expectations.
• Monitor channelspecific risks (fraud patterns, authentication challenges, information handling risk, call quality variances, and digital transaction exceptions).
• Identify and resolve obstacles impacting digital service delivery-improving workflows, technology usage, or staffing models where needed.
• Manage digital operating costs and resource allocation to ensure efficient, highquality service.

Leadership & Culture

• Provide direct leadership, coaching, and performance management for digital branch leaders, fostering a highperforming, connected, and empowered team culture.
• Build bench strength by developing leaders capable of managing multichannel digital environments.
• Promote a culture of innovation, agility, and servant leadership-encouraging teams to adapt to new tools, processes, and member expectations.
• Evaluate, develop, and motivate team members to support strong performance and career progression.

Collaboration & Communication

• Maintain open, consistent communication with the CGO, providing timely insights regarding digital performance, member trends, and operational issues.
• Collaborate with other AVPs, IT, Lending, Marketing, and Operations teams to ensure coordinated execution of enterprise initiatives across both physical and digital channels.
• Represent the digital branch in crossfunctional planning and contribute to strategies that strengthen Verve's omnichannel experience.

EDUCATION AND EXPERIENCE

• Bachelor's degree in business, finance, management, or related field preferred; equivalent work experience considered.
• Seven years of progressive experience in financial services, including a minimum of three years managing multi-channel or digital service teams (contact center, video teller, or remote banking experience preferred)
• Experience in consumer lending, digital service operations, and remote relationship management strongly preferred.

KEY COMPETENCIES

• Strong leadership skills with the ability to coach, mentor, and develop leaders-of-leaders.
• Proven success in executing sales and service strategies within remote or omnichannel operations.
• Demonstrated ability to translate enterprise strategies into digital first execution plans that drive measurable growth.
• Expertise in operational risk, compliance, and quality assurance for remote channels.
• Excellent communication and interpersonal skills, with the ability to motivate teams and engage members through nonphysical channels.
• Strong analytical and problem-solving skills; able to interpret performance data and implement operational or strategic improvements.
• Business development mindset with strengths in proactive outreach and remote relationship building.
• Skilled in change management and innovation, driving adoption of new technologies and processes.
• Proficiency with contact center platforms, digital banking systems, CRM tools, and Microsoft Office.

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 member is typically utilizing a computer, keyboard, and phone. May occasionally reach with hands and arms, stoop, kneel, and crouch.

WHAT DO WE OFFER?

BENEFITS

• Medical, dental and vision insurances
• Supplemental insurances
• Pre-tax and Roth 401(k) Safe Harbor options
• Flexible spending accounts
• Health Savings Account (HSA)
• Paid time off (PTO)
• Paid holidays, including birthday
• Bereavement and pet leave
• Basic Life/AD&D, short-term and long-term disability coverage at no cost
• Voluntary Life/AD&D
• Employee Assistance Program

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.