Chief Experience Officer

Freedom First Credit Union • Roanoke, VA

18h

About The Position

The Chief Experience Officer is a senior executive responsible for driving sustainable growth through strategic planning, marketing leadership, and community impact initiatives. This role unifies enterprise strategy with external engagement overseeing Marketing, Community Development, and key stakeholder relationships to strengthen the credit union's market position, accelerate member acquisition and deposit growth, and advance measurable social outcomes aligned with our mission.

Requirements

• At least 15 years similar or related experience.
• A master's degree, or a bachelor's degree plus professional certification (e.g., CPA).
• Work frequently involves exercising advanced conflict resolution, giving material presentations, and resolving issues impacting multiple departments or divisions.
• Role also requires the ability to motivate or influence others as a material part of the role, with a significant level of diplomacy and trust.
• Obtaining cooperation (internally and/or externally) is an important part of the role and a high level of interpersonal skills is critical to the success of this position.
• Excellent business writing skills
• Excellent public speaking skills
• Excellent critical thinking and analytical skills
• Excellent listening skills
• Excellent organizational skills
• Excellent personnel management skills
• Excellent motivational and team building skills
• Proficiency in Microsoft Word, Excel, and Outlook

Responsibilities

• Develop and execute strategic plans that align financial growth with leveraging best practices in design and user experience. Responsible for gaining organizational efficiencies, brand management, product marketing and multi-channel campaigns to drive acquisition and engagement.
• Partner with executive leadership to ensure cross-functional alignment on growth priorities and a sustainable culture of excellence.
• Implement marketing automation and leverage AI for targeted campaigns and performance optimization based on member insights and feedback.
• Lead programs and partnerships that deliver measurable social outcomes and regulatory alignment.
• Coordinate with advocacy groups and trade associations to protect member and community interests.
• Build and maintain relationships with anchor employers, civic leaders, and industry influencers.
• Serve as the executive face of the credit union at high-value events and forums.
• Own budgets for Marketing and Community Impact; ensure expense control and ROI.
• Establish KPIs and dashboards for acquisition, CPA, ROI, brand awareness, and impact metrics.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive