Associate Vice President, User Experience - Banking


  • Microsoft Office
  • Service design
  • Brand
  • Real-time
  • Sketch
  • Research
  • Finance
  • Prototyping
  • Leadership
  • Communication

Job Description

Job Description

This non-profit financial institution is a member-owned, purpose-driven credit union located in NH. This credit union has been named one of "America's Best Credit Unions" by Forbes, ranking in first place in New Hampshire and in the 3.75 percent percentile of 190 credit unions nationwide. They strive to provide exceptional value, convenience, and the highest possible level of service each day while celebrating and supporting their community.

They are looking for an Associate Vice President of Customer Experience responsible for leading a team of customer experience specialists, analysts, and designers in the areas of integrated feedback, customer research, and experience and service design. You will oversee the collection and analysis of all qualitative and quantitative user feedback, work the inner and outer loop process to ensure real-time and systemic experience improvements; and drive the creation of journey maps and service blueprints using design thinking and human-centered design best practices.

This is a full-time hybrid role in Portsmouth, NH that will require you to come into the office at least once a week.

Required Skills & Experience
What You Will Be Doing
  • 5-10 years of similar or related experience
  • Bachelor's degree required or a minimum of 4 years directly related experience.
  • Strong knowledge of design and prototyping tools such as Adobe, Sketch, InVision, Figma, and other similar tools.
  • Proficient in MS Office suite of products.
  • Proficient in Jira and other Atlassian tools.
  • Strong leadership skills
Work involves extensive communication including, but not limited to, verbal, written, and electronic, interaction, and collaboration with people daily.
Lead a team of CX professionals in capturing the voice of the customer, identifying customer insight, uncovering key drivers of member friction, and designing seamless experiences that continually achieve greater efficiency, satisfaction, and brand loyalty.

Ensure direct reports have a thorough understanding of organizational strategy and general big-picture context to aid them in conducting the most valuable research; designing experiences aligned to business outcomes and balancing short-term and long-term experience priorities.

More details on responsibilities, benefits, and additional perks can be provided to you upon responding to this job post.