We are conducting an exciting SVP, Member Experience retained search for our long-time Client, MIT Federal Credit Union (“MIT FCU” – www.mitfcu.org). Founded in 1940 and based in Lexington, MIT FCU has over $700 million in assets and 34,500 members, serving MIT employees, students, alumni, faculty, staff, and select businesses in Cambridge and Lexington. MIT FCU’s progressive service approach leverages a “cashless” branch model that relies heavily on the use of ATM’s, the Contact Center, and technology-based delivery channels. The Credit Union was one of the first in the nation to bring Virtual Teller Machines (“VTMs”) to its branches. 

Key priorities:

• Serve as a strategic member of MIT FCU’s Executive Leadership Team. 
• Develop and implement strategies that enhance the Credit Union's market position, expand its membership base, and increase revenue.
• Oversee the Contact Center (Inbound/Outbound), Retail Branches, and Business Development. 
• Provide an outstanding member experience. Lead, inspire, empower, and develop employees. 

The successful candidate will bring:

• Retail leadership successfully creating/developing a proactive, service-oriented sales culture within a credit union, banking, or other financial services firm (or equivalent).
• Minimum of four years’ financial services management experience, preferably at the senior level, with progressively increasing responsibilities (or equivalent).
• Success managing, coaching, and developing staff, preferably within a multi-site environment. 
• Strong interpersonal, communication, operational, and project management skills, with the ability to create a consistent, compelling member experience.