Head of Member Experience & Service Excellence

PFCU in Portland, MI is seeking a Chief Member Experience Officer to lead the full member experience strategy across branch operations, contact center, ITM, and facilities. The role reports to the EVP and requires regular presence at the Portland headquarters, with on-site collaboration twice weekly.

The ideal candidate will drive service excellence, oversee budgets, and ensure regulatory compliance while mentoring senior operations leaders and ensuring alignment with the credit union’s mission